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-5480513
15 Dec 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5480513 The complaint Ms G complains that Kroo Bank Ltd, won’t refund money she says she lost to an investment scam. Ms G is professionally represented, however, to keep things simple, I’ll refer to Ms G throughout my decision. What happened As all parties are familiar with the fact... (2 pages)View decision -
Decision Reference DRN-6020154
15 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6020154 The complaint Mr S’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna Personal Finance, (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 197... (13 pages)View decision -
Decision Reference DRN-5957468
15 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5957468 The complaint Mr W complains that a transfer he made from his account with Wise Payments Limited trading as Wise to an account in his name with another financial institution didn’t credit the account although he was told it had. Mr W wants compensation between £100 - £150. W... (2 pages)View decision -
Decision Reference DRN-5949394
15 Dec 2025 AWP P&C S.A. Not upheldInsuranceDRN-5949394 The complaint Ms Y has complained about AWP P&C S.A.’s request for an interview as part of its assessment of a claim she made on a travel insurance policy. What happened Ms Y made a claim for medical expenses and lost baggage as a result of an incident when she was on a... (2 pages)View decision -
Decision Reference DRN-6017265
15 Dec 2025 Monument Life Insurance Dac Not upheldInsuranceDRN-6017265 The complaint Mr S is unhappy that Monument Life Insurance Dac withdrew from the market meaning he no longer had an income protection insurance policy. What happened Monument decided to stop offering income protection cover and withdraw from the market. Mr S is unhappy becau... (2 pages)View decision -
Decision Reference DRN-5694260
15 Dec 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5694260 The complaint Mr D complains that The Royal Bank of Scotland plc (RBS) didn’t do enough to prevent him from losing money to what he says was a scam. Mr D has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr D himself, wher... (2 pages)View decision -
Decision Reference DRN-5844966
15 Dec 2025 The Original Holloway Friendly Society Limited Not upheldInsuranceDRN-5844966 The complaint Mr P complains The Original Holloway Friendly Society Limited (Holloway) has declined the claim he made under his income protection insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised eve... (2 pages)View decision -
Decision Reference DRN-6019852
15 Dec 2025 Wakam UpheldInsuranceDRN-6019852 The complaint Mrs N is unhappy that Wakam declined a claim she made on her motor insurance policy and cancelled the policy. Mrs N’s policy is branded in the name of the insurance intermediary which administers it. And it is the intermediary which Mrs N has been dealing with ... (5 pages)View decision -
Decision Reference DRN-5821005
15 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5821005 The complaint Mr C complains that Monzo Bank Ltd (Monzo) won’t refund money he lost when he fell victim to a safe account scam. He also complains that it charged interest on a loan that was taken as part of the scam. What happened I’d like to reassure the parties that altho... (4 pages)View decision -
Decision Reference DRN-6014625
15 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-6014625 The complaint Mr R is complaining that Revolut Ltd hasn’t refunded transactions he said he didn’t make. What happened Mr R is disputing making payments to two retail merchants on 19 September 2024, as follows: Payment number Date Time MerchantAmount 1 19 September 2024 08.... (4 pages)View decision