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-5626165
4 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5626165 The complaint Mr F complains Monzo Bank Ltd unfairly closed his account and applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to both partie... (4 pages)View decision -
Decision Reference DRN-5669210
4 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5669210 The complaint Mr and Mrs D, who are represented, complain that Santander UK Plc won’t reimburse them funds they lost after being defrauded. As many of the events occurred from Mr D’s perspective, for ease of reading I have referred to him throughout my decision. What happene... (4 pages)View decision -
Decision Reference DRN-5350517
4 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5350517 The complaint Mr K is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr K fell victim to a cruel investment scam after he responded to an advert he saw on social media... (3 pages)View decision -
Decision Reference DRN-5667849
4 Jul 2025 First Central Underwriting Limited UpheldInsuranceDRN-5667849 The complaint Mr R has complained about First Central Underwriting Limited’s decision to reject a claim he made under his car insurance policy. Mr R also complained about the way First Central handled the set-up of another policy in his name. What happened Mr R bought a car ... (4 pages)View decision -
Decision Reference DRN-5412689
4 Jul 2025 Lendable Ltd UpheldConsumer CreditDRN-5412689 The complaint Mr S, through his representative, complains that Lendable Limited lent to him without doing the right affordability checks in view of his gambling addiction. What happened Mr S took three loans – all of which he said were to consolidate his existing debts and ... (5 pages)View decision -
Decision Reference DRN-5178115
4 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5178115 The complaint Mr P complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr P is being represented by a third party. To keep things simple, I will refer to Mr P throughout my decision. What happened The background of this ... (4 pages)View decision -
Decision Reference DRN-5557491
4 Jul 2025 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5557491 The complaint Mr M is unhappy that Aviva Life & Pensions UK Limited have declined a claim he made on his former employer’s group income protection policy. What happened Mr M was a member of his former employer’s group income protection scheme. He was absent from work in ... (7 pages)View decision -
Decision Reference DRN-5497148
4 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5497148 The complaint Miss S complains about how Admiral Insurance (Gibraltar) Limited handled a claim she made on her motor insurance policy. Reference to Admiral includes its agents. What happened Miss S held a motor insurance policy with Admiral. After being involved in an incide... (3 pages)View decision -
Decision Reference DRN-5270943
4 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5270943 The complaint Mr S complains Barclays Bank UK PLC (“Barclays”) didn’t do enough to protect him when he fell victim to two separate investment scams. What happened Mr S has explained he decided to invest with a company I’ll refer to as R, which he now believes is a scam. He ... (3 pages)View decision -
Decision Reference DRN-5180482
4 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5180482 The complaint Mrs S complains that Revolut Ltd won’t refund the money she lost when she was the victim of a scam. What happened In mid-2022, Mrs S’ mother told her about a cryptocurrency investment company she had seen recommended on social media by a well-known public figu... (9 pages)View decision
