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 383541 results
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Decision Reference DRN-3931619
4 Jul 2025 Thornton & Baines Independent Financial Advisers Limited Not upheldInvestmentsDRN-3931619 The complaint Mrs F and Mr M complain that Thornton & Baines Independent Financial Advisers Limited (“T&B”) gave them bad investment advice in 2020. They say they were advised to sell all their investments to cash during the Covid-19 pandemic, and were left out of th... (5 pages)View decision -
Decision Reference DRN-5627074
4 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5627074 The complaint Mr P, who is represented by a third party, complained to Monzo Bank Ltd (‘Monzo’) in February 2024 about an overdraft facility that had first been agreed in August 2021. Mr P says Monzo acted irresponsibly in providing him with the overdraft facility and that ... (3 pages)View decision -
Decision Reference DRN-5132281
4 Jul 2025 Handelsbanken plc UpheldBanking and PaymentsDRN-5132281 The complaint Mr and Mrs S complain that Handelsbanken plc won’t refund the money they lost as a result of an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. But in ... (8 pages)View decision -
Decision Reference DRN-5583520
4 Jul 2025 Virgin Media Mobile Finance Limited Not upheldConsumer CreditDRN-5583520 The complaint Mr C complained about the way Virgin Media Mobile Finance Limited (VMMF) dealt with the administration of the fixed sum loan agreement he held with it. What happened Mr C entered into a fixed sum loan agreement with VMMF in March 2021. He bought a phone which ... (2 pages)View decision -
Decision Reference DRN-5263721
4 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5263721 The complaint Mr and Mrs C complain Santander UK Plc (“Santander”) won’t refund the money they lost to a scam. What happened Mr and Mrs C told us in August 2018 they made two payments of £15,000 towards a property development investment that they now believe to be a scam. H... (3 pages)View decision -
Decision Reference DRN-5621557
4 Jul 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5621557 The complaint Mr M and Ms M complain about the way Casualty & General Insurance Company (Europe) Ltd dealt with a claim on their pet insurance policy. Where I refer to Casualty & General, this includes its agents and claims handlers acting on its behalf. What happene... (2 pages)View decision -
Decision Reference DRN-5202788
4 Jul 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5202788 The complaint Miss S complains about the sale of a finance agreement she took out with CA AUTO FINANCE UK LTD (‘CA’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving d... (3 pages)View decision -
Decision Reference DRN-5513650
4 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5513650 The complaint Mr H complains that NewDay Ltd irresponsibly lent to him. What happened Mr H was approved for an NewDay credit card (which I will refer to as A in this decision), in January 2020 with a credit limit of £450. I have detailed the credit limit changes below: June ... (6 pages)View decision -
Decision Reference DRN-5586329
4 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5586329 The complaint Mr L complains that Santander UK Plc reduced the limit on his overdraft account. What happened Mr L has a current account with Santander which had an overdraft facility of £5,000. On 18 December 2024, Santander wrote to Mr L to say that it was reducing his ove... (2 pages)View decision -
Decision Reference DRN-5107752
4 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5107752 The complaint Mr A complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in ... (2 pages)View decision
