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 367928 results
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Decision Reference DRN-5167858
28 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5167858 The complaint Mr C is unhappy about HSBC UK Bank Plc (HSBC)’s decision not to refund the money he paid for building work. What happened In July 2023 Mr C and his partner came across a building company (I will refer to as H in this decision) on a social media platform when l... (4 pages)View decision -
Decision Reference DRN-5568127
28 May 2025 U K Insurance Limited UpheldInsuranceDRN-5568127 The complaint Miss S complains about U K Insurance Limited (“UKI”) and the service she received following a third-party claim made against her motor insurance policy. She also complains about her renewal premium price. What happened The claim and complaint circumstances are ... (6 pages)View decision -
Decision Reference DRN-5577237
28 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5577237 The complaint Miss M is complaining that Revolut Ltd didn’t do enough to prevent her from making payments to a scam, and didn’t reimburse her after she reported the scam. What happened In 2023 Miss M fell victim to cryptocurrency investment scam. After clicking on an email ... (13 pages)View decision -
Decision Reference DRN-5325142
28 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5325142 The complaint Mr K complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost after falling victim to a scam. What happened In 2024, Mr K found someone on a social media site who offered to teach him about the economy and financial markets. I’ll refer to this pe... (3 pages)View decision -
Decision Reference DRN-5568569
28 May 2025 Santander UK Plc Not upheldConsumer CreditDRN-5568569 The complaint Ms G complains that Santander UK Plc was responsible for her personal data being left in an unsecured location, which resulted in it going missing. What happened Ms G made a Data Subject Access Request (DSAR) with Santander. Santander processed the request, an... (3 pages)View decision -
Decision Reference DRN-5447331
28 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5447331 The complaint Mr and Mrs H complain about the service received from Bank of Scotland plc trading as Halifax (“Halifax”) when it shut their nearest local branch where their joint account was held. In particular, they’re unhappy they weren’t notified in advance of the closure.... (3 pages)View decision -
Decision Reference DRN-5586638
28 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5586638 The complaint Miss C complains that Monzo Bank Ltd unfairly registered a marker about her at Cifas, the national fraud database. She wants the marker removed. What happened Miss C had an account with Monzo. On 29 July 2023 two payments of £1 and a payment for £999 were made... (5 pages)View decision -
Decision Reference DRN-5281080
28 May 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5281080 The complaint Mr A complains Kroo Bank Ltd unfairly loaded him to a fraud database. What happened Mr A received £200 from his cousin, and Kroo flagged this payment and asked Mr A to prove his entitlement to the money. Mr A sent Kroo messages he’d exchanged with his cousin,... (3 pages)View decision -
Decision Reference DRN-5178765
28 May 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5178765 The complaint Mr H complains about a car supplied to him using a conditional sale agreement taken out with Stellantis Financial Services UK Limited (“Stellantis”). What happened In January 2024, Mr H acquired a used car using a conditional sale agreement with Stellantis. Th... (5 pages)View decision -
Decision Reference DRN-5440911
28 May 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5440911 The complaint Mr B complains about the service he received from Metro Bank PLC (“Metro”) when he requested his interest payments to be paid into his saver account with it. What happened Mr B opened four fixed term savings accounts with Metro in November 2023 all of which ma... (2 pages)View decision
