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 387321 results
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Decision Reference DRN-5767760
19 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5767760 The complaint and background Mr M complains that Revolut Ltd (“Revolut”) won’t reimburse almost £24,000 that he lost when he fell victim to an investment scam. Our investigator didn’t uphold the complaint. Although she found Revolut ought to have intervened sooner, she wasn’... (2 pages)View decision -
Decision Reference DRN-5318344
19 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5318344 The complaint Miss N complains that Monzo Bank Ltd (“Monzo”) won’t refund her the money she lost after she fell victim to a scam. What happened The background to this complaint is well known by both parties, so I won’t repeat it all in detail here. But in summary, I underst... (3 pages)View decision -
Decision Reference DRN-6033454
19 Dec 2025 Ageas Insurance Limited Not upheldInsuranceDRN-6033454 The complaint Mr F complains about Ageas Insurance UK Plc (Ageas) adding two notification-only claims to his policy following validation after he took out a motor the policy. Ageas identified the claims from a search on the Claims and Underwriting Exchange (CUE) database. Ad... (6 pages)View decision -
Decision Reference DRN-6034967
19 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6034967 The complaint Mr A complains that Monzo Bank Ltd loaded an adverse fraud marker against his name. What happened As the circumstances of this complaint are well known to both parties, I have summarised them briefly below. Mr A held an account with Monzo. In January 2025, Monz... (3 pages)View decision -
Decision Reference DRN-5886871
19 Dec 2025 esure Insurance Limited Not upheldInsuranceDRN-5886871 The complaint Mr A complains about esure Insurance Limited (esure) assigning partial liability for a claim following an accident in which his vehicle was hit from behind by a third-party vehicle. Mr A says he provided a clear version of what happened, that he was not at faul... (4 pages)View decision -
Decision Reference DRN-5821381
19 Dec 2025 Trading 212 UK Limited UpheldInvestmentsDRN-5821381 The complaint Mr C complains that Trading 212 UK Limited hasn’t paid him the correct amount of interest within his Individual Savings Account (“ISA”). What happened On 9 November 2024 Mr C made his first deposit of £500 into his ISA with Trading 212 at 10.57pm. On 19 Novembe... (2 pages)View decision -
Decision Reference DRN-6026302
19 Dec 2025 Scottish Widows Schroder Personal Wealth Limited Not upheldInvestmentsDRN-6026302 The complaint Mr J complains that Scottish Widows Schroder Personal Wealth Limited (‘SPW’) failed to inform him that he could reinvest the £180,000 withdrawal monies he took from his investment ISA back into the plan within the same tax year. To put things right, Mr J would ... (6 pages)View decision -
Decision Reference DRN-6035151
19 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6035151 The complaint Mr A complains Bank of Scotland plc trading as Halifax provided him with an unaffordable overdraft facility. Mr A’s complaint has been brought by a professional representative, however for ease I’ve referred to all submissions as though they are his own. What ... (4 pages)View decision -
Decision Reference DRN-5795749
19 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5795749 The complaint Mr I complains Santander UK Plc unfairly blocked and closed his accounts. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr I held multiple accounts... (3 pages)View decision -
Decision Reference DRN-6033212
19 Dec 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-6033212 The complaint Mr P has complained Fortegra Europe Insurance Company Ltd (Fortegra) declined a claim under his SMART insurance policy. What happened Mr P says he emailed Fortegra the day before his SMART policy ended to make a number of claims. He then rang up in early March ... (6 pages)View decision