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 392389 results
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Decision Reference DRN-6023326
8 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6023326 The complaint A limited company I’ll refer to as C complains National Westminster Bank Plc have declined to refund them for transactions carried out by a former staff member, they say they didn’t agree to. They’d like the funds reimbursed. What happened The background to th... (3 pages)View decision -
Decision Reference DRN-5779852
8 Jan 2026 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5779852 The complaint Mr W complains about charges applied by Santander Consumer (UK) Plc when he terminated a hire agreement early. What happened In 2023, Mr W was supplied with a car through a hire agreement with Santander. He made an advance payment of £1,287.65, which was to be ... (3 pages)View decision -
Decision Reference DRN-6052351
8 Jan 2026 Black Horse Limited Not upheldConsumer CreditDRN-6052351 The complaint Miss T complains about a car supplied to her using a hire purchase agreement taken out with Black Horse Limited (“Black Horse”). What happened In August 2024, Miss T acquired a used car using a hire purchase agreement with Black Horse. The car was nearly three... (3 pages)View decision -
Decision Reference DRN-6063925
8 Jan 2026 ReAssure Life Limited Not upheldInvestmentsDRN-6063925 The complaint Mr P complains about the surrender value he received from ReAssure Life Limited (ReAssure) for his capital and income bond. He complains that he received less than the value he was quoted by ReAssure when he contacted it to surrender the bond. What happened Mr ... (5 pages)View decision -
Decision Reference DRN-6025697
8 Jan 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-6025697 The complaint T, a limited company, complains that Starling Bank Limited has not refunded money it lost through what it now believes was a scam. T is represented by ‘Q’, which brings the complaint on T’s behalf. What happened As all parties are familiar with the circumstance... (6 pages)View decision -
Decision Reference DRN-5667374
8 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5667374 The complaint A company that I will refer to as A, complains that that Monzo bank Ltd unfairly closed its account without providing a proper explanation and stopped it from accessing money held in the account. Mr D a director of A, brings the complaint on behalf of A. What... (4 pages)View decision -
Decision Reference DRN-6051153
8 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6051153 The complaint Mr O has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr O opened an account with Monzo in February 2024. In June 2025 Monzo received a fraud report from another bank about two payment... (2 pages)View decision -
Decision Reference DRN-5924690
8 Jan 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-5924690 The complaint A company, which I’ll refer to as ‘D’, complains that Metro Bank PLC won’t reimburse the money it’s lost to a scam. Mr N, who is a director of D, brings the complaint on D’s behalf. What happened Mr N has explained that he established a connection with a captai... (2 pages)View decision -
Decision Reference DRN-5996607
8 Jan 2026 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5996607 The complaint Mr D has complained about the way AMERICAN EXPRESS SERVICES EUROPE LIMITED (“AmEx”) dealt with a claim for money back in relation to a holiday he paid for with credit it provided. What happened In October 2024, Mr D used his AmEx credit card to pay £5,034.19 f... (4 pages)View decision -
Decision Reference DRN-6006454
8 Jan 2026 INMOTION VENTURES 3 LIMITED Not upheldConsumer CreditDRN-6006454 The complaint Mr W complains about charges he was asked to pay by INMOTION VENTURES 3 LIMITED trading as Pivotal. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr... (3 pages)View decision