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 380824 results
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Decision Reference DRN-5707504
25 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5707504 The complaint Miss M complains that Santander UK Plc won’t refund the money she lost to a job scam. 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. Miss M was sear... (5 pages)View decision -
Decision Reference DRN-5906820
25 Oct 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5906820 The complaint Mr H complains that MBNA Limited acted irresponsibly, failing to complete thorough checks, when providing him with credit in the form of two credit cards and two loans. Mr H is represented in this complaint, but I’ll refer to him as it’s his complaint. What ha... (4 pages)View decision -
Decision Reference DRN-5793325
24 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5793325 The complaint Mrs D complains that Monzo Bank Ltd (Monzo) won’t refund money she lost when she was the victim of a scam. The complaint is brought on Mrs D’s behalf by a professional representative. For ease of reading, I will refer to the actions and comments of the profess... (3 pages)View decision -
Decision Reference DRN-5858651
24 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5858651 The complaint Mrs V complains that Revolut Ltd won’t refund money she says she lost to an investment scam. Mrs V is professionally represented, however, to keep things simple, I’ll refer to Mrs V throughout my decision. What happened The details of this complaint are well kn... (3 pages)View decision -
Decision Reference DRN-5858940
24 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5858940 The complaint Mrs V complains that Lloyds Bank PLC won’t refund money she says she lost to an investment scam. Mrs V is professionally represented, however, to keep things simple, I’ll refer to Mrs V throughout my decision. What happened The details of this complaint are wel... (3 pages)View decision -
Decision Reference DRN-5845547
24 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5845547 THE COMPLAINT Mr B complains that Lloyds Bank PLC (“Lloyds) will not reimburse him money he says he lost when he fell victim to a scam. Mr B is represented by Refundee in this matter. However, where appropriate, I will refer to Mr B solely in this decision for ease of read... (3 pages)View decision -
Decision Reference DRN-5851510
24 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5851510 The complaint Ms R has complained about U K Insurance Limited trading as Direct Line (UKI). She isn’t happy about the way it has handled her motor insurance claim after she was involved in an accident. What happened Ms R’s car was involved in a road traffic accident on a mot... (2 pages)View decision -
Decision Reference DRN-5755508
24 Oct 2025 AWP P&C S.A. Not upheldInsuranceDRN-5755508 The complaint Mr H has complained that AWP P&C S.A. declined a claim he made on a travel insurance policy. What happened Mr H had arranged a trip abroad in January 2025. He unfortunately mislaid his passport whilst at the airport and so was unable to travel. Upon return... (2 pages)View decision -
Decision Reference DRN-5827428
24 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5827428 The complaint Miss P complains Santander UK Plc (“Santander”) blocked and closed her account without explanation. Miss P is also unhappy she was provided poor customer service. Miss P says Santander’s actions have caused her severe distress, inconvenience, financial difficul... (2 pages)View decision -
Decision Reference DRN-5723651
24 Oct 2025 Paragon Bank Plc UpheldBanking and PaymentsDRN-5723651 The complaint Mrs S complains Paragon Bank Plc didn’t follow her instructions as to where she wanted interest from her fixed rate ISA to be paid and gave incorrect information. What happened Mrs S has a fixed rate ISA with Paragon Bank. Her husband does too. Mrs S says she t... (2 pages)View decision
