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 381196 results
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Decision Reference DRN-5623935
19 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5623935 The complaint Mrs A complains that Monzo Bank Ltd (Monzo) is refusing to refund her the amount she 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 detail. In summary, Mrs A was con... (2 pages)View decision -
Decision Reference DRN-5823142
19 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5823142 The complaint Miss B complains about the settlement that Admiral Insurance (Gibraltar) Limited offered her for the loss of her car when she made a claim on her motor insurance policy. She wants it to pay her the amount she paid for her car. What happened Miss B was involved... (4 pages)View decision -
Decision Reference DRN-4965572
19 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-4965572 The complaint Mr and Mrs B complain that TSB Bank plc has refused to refund £5,000 they lost after making a cheque payment which they now believe was part of an investment scam. Mr and Mrs B have used a representative to bring their complaint, but for ease of reading, I’ll m... (3 pages)View decision -
Decision Reference DRN-5760266
19 Sep 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5760266 The complaint Mr O complains about the administration of his MBNA Limited credit card. What happened Mr O holds a credit card with MBNA and is unhappy with several issues. In summary: • In March 2024, Mr O took advantage of an interest-free money transfer offer; Mr O paid ... (4 pages)View decision -
Decision Reference DRN-5687526
19 Sep 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5687526 The complaint Miss H complains that Loans 2 Go Limited (“L2G”) lent to her irresponsibly. What happened In January 2024, Miss H borrowed £1,500 from L2G; the money was to be repaid over a term of 18 months, with monthly repayments of around £300. Immediately after taking t... (4 pages)View decision -
Decision Reference DRN-5649050
19 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5649050 The complaint Mr D complains that Aviva Insurance Limited has unfairly recorded a declined claim made on his policy. Mr D says when Aviva declined a claim made for subsidence to his property, it failed to make sure this was recorded correctly. As a result, he feels the cost ... (3 pages)View decision -
Decision Reference DRN-5661385
19 Sep 2025 Zempler Bank Limited UpheldBanking and PaymentsDRN-5661385 The complaint A company which I’ll refer to as ‘C’ complains that Zempler Bank Limited won’t refund the money it lost as the result of an investment scam. The complaint is brought on C’s behalf by its director, Mr Q. What happened In November 2022, Mr Q was approached by a... (5 pages)View decision -
Decision Reference DRN-5829456
19 Sep 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5829456 The complaint Mr W complains that Fairscore Ltd trading as Updraft (“Fairscore”) lent to him in an irresponsible manner. What happened I issued a provisional decision on this complaint earlier this month. In that decision I explained why I didn’t think the complaint should b... (5 pages)View decision -
Decision Reference DRN-5601563
19 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5601563 The complaint Mr W is unhappy HSBC UK Bank Plc (‘HSBC’) won’t reimburse him the money he lost when he fell victim to a scam. What happened The details of this case have been clearly set out by our Investigator. As such, the facts are well-known to both parties, so I don’t n... (6 pages)View decision -
Decision Reference DRN-5778019
19 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5778019 The complaint Miss M has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) failed to properly support her when she contacted it to let them know she had a gambling addiction. What happened Miss M has said that in February 2023 she activated a block... (3 pages)View decision
