We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 375868 results
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Decision Reference DRN-5799218
5 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5799218 The complaint Mr R is being represented by a claims manager. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr R fell victim to a cruel investment scam. After responding to an advert on social media, ... (7 pages)View decision -
Decision Reference DRN-4932078
5 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4932078 The complaint Mr G complains Lloyds Bank PLC (“Lloyds”) didn’t do enough to protect him when he fell victim to a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mr G said he was contacted via s... (2 pages)View decision -
Decision Reference DRN-5322742
5 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5322742 The complaint Mrs J complains that Lloyds Bank PLC (Lloyds) is refusing to refund her the amount she lost as the result of a scam. Mrs J is being represented by a third party. To keep things simple, I will refer to Mrs J throughout my decision. What happened The background o... (3 pages)View decision -
Decision Reference DRN-5320854
5 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5320854 The complaint Mr T complained that the charges imposed at the end of his car finance agreement with Mitsubishi HC Capital UK PLC, trading as Novuna Vehicle Solutions (“Mitsubishi”) were unfair. What happened Mr T acquired a new Mercedes using a consumer hire agreement with ... (4 pages)View decision -
Decision Reference DRN-5501350
4 Sep 2025 Billing Finance Limited Not upheldConsumer CreditDRN-5501350 The complaint Mr G complains that a car that was supplied to him under a hire purchase agreement with Billing Finance Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr G under a hire purchase agreement with Billing Finance that he signed in ... (3 pages)View decision -
Decision Reference DRN-5616564
4 Sep 2025 FIRST RESPONSE FINANCE LIMITED UpheldConsumer CreditDRN-5616564 The complaint Miss A complains that a hire purchase agreement with First Response Finance Limited, under which a car was supplied to her, wasn’t affordable for her. She’s being represented in her complaint by a professional representative. What happened A used car was suppli... (4 pages)View decision -
Decision Reference DRN-5719225
4 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5719225 The complaint Ms D complains that AXA Insurance UK Plc (“AXA”) provided a poor service when it dealt with escape of water claims she made under her home insurance policy. What happened In 2021 Ms D made a claim for an escape of water at her home when she noticed damp in her ... (3 pages)View decision -
Decision Reference DRN-5219825
4 Sep 2025 StoneX Financial Ltd UpheldInvestmentsDRN-5219825 The complaint Mr L complains StoneX Financial Ltd trading as City Index (“StoneX”) caused him losses by wrongfully approving his application to be treated as an elective professional client (“EPC”). What happened Mr L opened a trading account with StoneX in 2015 as a retail ... (6 pages)View decision -
Decision Reference DRN-5306972
4 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5306972 The complaint Mr A has complained that Barclays Bank UK PLC won’t refund the money he lost after falling victim to a scam. What happened Both sides are most familiar with the case and we need to anonymise decisions, so I will summarise what happened in brief. Mr A was contac... (3 pages)View decision -
Decision Reference DRN-5775974
4 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5775974 The complaint and background Mr M complains Monzo Bank Ltd won’t reimburse money he lost when he fell victim to a scam. He is represented in his complaint. In November 2023, Mr M paid over £6,000 to what he was led to believe was a legitimate crypto-currency investment oppor... (2 pages)View decision
