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 381082 results
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Decision Reference DRN-5040974
22 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5040974 The complaint Miss R complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (APP) scam. In bringing her complaint to this service Miss R is represented, but for ease of reading I will refer to Miss R throughout ... (5 pages)View decision -
Decision Reference DRN-5695402
22 Jul 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5695402 The complaint Miss P complains that PayPal UK Ltd irresponsible gave her a credit card she couldn’t afford to repay. What happened In November 2024, Miss P applied for a credit card with PayPal. She was given a credit limit of £1,000. In May 2025, Miss P complained to PayPal... (3 pages)View decision -
Decision Reference DRN-5707710
22 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5707710 The complaint Ms F complains that Monzo Bank Ltd won’t refund the money she lost as the result of a scam. What happened The background to the scam is well known to the parties, so I’ll simply summarise it here. Briefly, in July 2024, Ms F received a phone call from someone c... (4 pages)View decision -
Decision Reference DRN-5707698
22 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5707698 The complaint Ms F complains that Nationwide Building Society won’t refund her the money she lost as a result of a scam. What happened The background to the scam is familiar to the parties, so I won’t set it out in detail here, but will simply summarise it. Briefly, in July ... (4 pages)View decision -
Decision Reference DRN-5602010
22 Jul 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5602010 The complaint Mr S has complained about Accredited Insurance (Europe) Ltd’s decision to cancel his car insurance policy. What happened Mr S had a car insurance policy with Accredited arranged by a company I’ll refer to as T. The terms of the policy required him to have a tel... (2 pages)View decision -
Decision Reference DRN-5683835
22 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5683835 The complaint Mr T complains Nationwide Building Society (NBS) didn’t intervene to prevent him gambling and provided him with incorrect information about gambling blocks. What happened The circumstances of this complaint are well known by both parties, so I will not repeat ... (3 pages)View decision -
Decision Reference DRN-5695740
22 Jul 2025 esure Insurance Limited UpheldInsuranceDRN-5695740 The complaint Mrs S complains on behalf of X that esure Insurance Limited (“esure”) failed to make reasonable adjustments for their disability, and discriminated against them when it said it wouldn’t take payment for the renewal of X’s car insurance policy. Mrs S is a named ... (5 pages)View decision -
Decision Reference DRN-5577824
22 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5577824 The complaint Mr and Ms C complain about the way in which Santander UK Plc handled their claim for a refund of money paid to (or taken by) a legal services business. The complaint has been run by a family member, so any reference to their submissions is to be read as includi... (3 pages)View decision -
Decision Reference DRN-5285354
22 Jul 2025 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-5285354 The complaint Mrs D complains Aviva Life & Pensions UK Limited provided incorrect and contradictory valuations of her stocks and shares Individual Savings Account (ISA). What happened In March 2024, Mrs D and her Independent Financial Adviser (IFA) became aware of discre... (2 pages)View decision -
Decision Reference DRN-5641870
22 Jul 2025 Vanquis Bank Limited Not upheldConsumer CreditDRN-5641870 The complaint Mr R complains Vanquis Bank Limited (Vanquis) didn’t sufficiently check before agreeing to lend to him. In bringing his complaint Mr R is represented by a third party. For ease of reading I will only refer to Mr R in my decision. What happened In August 2023 Va... (3 pages)View decision
