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-5488892
19 Sep 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5488892 The complaint Mr I complains about the way Shop Direct Finance Company Limited (‘Shop Direct’) handled his application for credit. What happened Mr I made an online application for a Shop Direct (trading as Very) account on 10 November 2024. Whilst the application was initia... (2 pages)View decision -
Decision Reference DRN-5827564
19 Sep 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5827564 The complaint Mr D, who is represented, complains that Starling Bank Limited won’t reimburse him a loss he suffered after he was a victim of fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In A... (5 pages)View decision -
Decision Reference DRN-5428059
19 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5428059 The complaint Ms A complains that Santander UK Plc won’t refund the moneys he lost when she was the victim of what she feels was a scam. What happened In November 2023, Ms A was locked out of her property and so arranged for a locksmith to visit her. The locksmith drilled t... (3 pages)View decision -
Decision Reference DRN-5710546
19 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5710546 The complaint Mr M complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In March 2024, Mr M received a text message from a number he’d never had any contact from before. The message appeared to be intended for someone ... (4 pages)View decision -
Decision Reference DRN-5536817
19 Sep 2025 Interactive Investor Services Limited Not upheldInvestmentsDRN-5536817 The complaint Mr J complains about delays he experienced when Interactive Investor Services Limited (IISL) was executing a deal he placed for an investment held in his Stocks and Shares ISA. He believes he has suffered a loss due to the delays and is unhappy with the way his... (3 pages)View decision -
Decision Reference DRN-5370948
19 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5370948 The complaint Mr T complains that Revolut Ltd won’t refund the money he lost when he was the victim of a scam. What happened In September 2023, Mr T saw an advert online about a potential job working from home. And as he was taking time off from his existing job, he entered... (3 pages)View decision -
Decision Reference DRN-5827539
19 Sep 2025 Vitality Health Limited UpheldInsuranceDRN-5827539 The complaint Mrs C is unhappy that Vitality Health Limited hasn’t covered the cost of an MRI scan under a private health insurance policy she has the benefit of. The MRI took place in October 2024. What happened The details of this complaint are well known to both parties,... (3 pages)View decision -
Decision Reference DRN-4961417
19 Sep 2025 Countrywide Assured Plc Not upheldInsuranceDRN-4961417 The complaint Mr S complains about the way Countrywide Assured Plc has administered his whole of life policy. He is unhappy about the mortality charges associated with the policy and how they are eroding its value. What happened In 1988, Mr S took out a reviewable whole of ... (5 pages)View decision -
Decision Reference DRN-5824275
19 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5824275 Complaint Mr F complains that Moneybarn No.1 Limited (trading as “Moneybarn”) unfairly entered into a conditional sale agreement with him. He’s said that the agreement was unaffordable and that this created ongoing difficulty as he ended up missing payments to priority credi... (5 pages)View decision -
Decision Reference DRN-5766710
19 Sep 2025 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-5766710 Complaint Mr H complains that Secure Trust Bank Plc (trading as “Moneyway”) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable given his circumstances at the time and so he shouldn’t have been len... (3 pages)View decision
