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 381195 results
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Decision Reference DRN-5558805
16 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5558805 The complaint Mr S complains Monzo Bank Ltd failed to send a payment between his accounts on time. He says he has lost out as a result. What happened A summary of what happened is below. Mr S had been planning to buy a car in June 2024 and says he went into his app on 20 Jun... (2 pages)View decision -
Decision Reference DRN-5413808
16 Jul 2025 Society of Lloyd's Not upheldInsuranceDRN-5413808 The complaint Mr N has complained on behalf of N, a limited company, about the amount Society of Lloyd’s (“SoL”) has offered to settle a claim made under N’s commercial insurance policy. Reference to N or SoL includes their respective agents and representatives. What happe... (4 pages)View decision -
Decision Reference DRN-5193714
16 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5193714 The complaint Mr E complains Revolut Ltd won’t reimburse over £46,000 that he lost when he fell victim to a cryptocurrency investment scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and ... (4 pages)View decision -
Decision Reference DRN-5508095
16 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5508095 The complaint Mr S complains that Lloyds Bank PLC did not refund the £20,000 he says he lost to a scam. Mr S is represented in this complaint by a solicitor, but for simplicity I will refer to Mr S throughout this decision, even when referencing what his representative has ... (3 pages)View decision -
Decision Reference DRN-5403256
16 Jul 2025 Darlington Building Society Not upheldMortgagesDRN-5403256 The complaint Mr F complains that Darlington Building Society lent him a mortgage irresponsibly. What happened In 2022, through a broker, Mr F took out a mortgage jointly with his father. Mr F was to live in the property. He and his father borrowed £142,950 over a term of 22... (2 pages)View decision -
Decision Reference DRN-5497264
16 Jul 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5497264 The complaint Mr O has complained about AmTrust Specialty Limited. He isn’t happy about the way it dealt with a claim under his motor breakdown insurance policy. Any reference to Amtrust includes any agents that it is responsible for unless specified. What happened Mr O took... (2 pages)View decision -
Decision Reference DRN-5632395
16 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5632395 The complaint Mr A is unhappy that Lloyds Bank plc (‘Lloyds’) defaulted his credit card account when he’d underpaid his payment plan by less than £2. Mr A feels Lloyds should have done more to support him. Mr A would like his account reinstating and the default removing fro... (2 pages)View decision -
Decision Reference DRN-5361946
16 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5361946 The complaint Mr F complains about NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest)’s decision not to uphold his dispute about the purchase of a car. What happened Mr F purchased a car in November 2023 from a merchant (who I’ll refer to as ‘C’ throughout this decis... (3 pages)View decision -
Decision Reference DRN-5694010
16 Jul 2025 Mercer Limited Not upheldPensions and AnnuitiesDRN-5694010 The complaint Ms M has complained about the transfer of her Occupational Pension Plan to a personal pension. The advice was given by Noble Lowndes who then became Sedgewick Noble Lowndes and are now Mercer Limited. What happened The background is well known to both parties a... (4 pages)View decision -
Decision Reference DRN-5501910
16 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5501910 The complaint Mr D complains that Santander UK Plc won’t refund money he lost when he fell victim to an investment scam. Mr D is being represented by a company I will refer to as “R”. What happened The background to this complaint is well-known to both parties, so I won’t re... (3 pages)View decision
