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 380824 results
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Decision Reference DRN-5727109
18 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5727109 The complaint Mr H complains about the service received from Revolut Ltd (“Revolut”) following the closure of his account with it. In particular, he is unhappy with the time it took for him to receive funds credited to his account after it was closed from Revolut. What happe... (3 pages)View decision -
Decision Reference DRN-5598775
18 Aug 2025 AWP P&C S.A. Not upheldInsuranceDRN-5598775 The complaint Ms M has complained that AWP P&C S.A. (AWP) unfairly declined a claim under her bicycle insurance policy. What happened Ms M contacted AWP to make a claim when her bike was stolen. AWP assessed the claim and declined it. It said Ms M hadn’t complied with t... (3 pages)View decision -
Decision Reference DRN-5693468
18 Aug 2025 Secure Trust Bank Public Limited Company UpheldConsumer CreditDRN-5693468 The complaint Your text here What happened Your text here What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint. Your text here Putting things right Your text here My f... (1 page)View decision -
Decision Reference DRN-5725198
18 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5725198 The complaint Miss K is complaining about Starling Bank Limited because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss K fell victim to a series of investment-linked scams. Between November 2023 and April 2024, she made nearly 20 payment... (3 pages)View decision -
Decision Reference DRN-5267626
18 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5267626 The complaint Miss K is complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss K fell victim to a series of investment-linked scams. Between February 2023 and February 2024, she made over 60 payments to the ... (3 pages)View decision -
Decision Reference DRN-5598795
18 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5598795 The complaint Ms F and Mrs F have complained Santander UK plc did nothing to stop one of Mrs F’s daughters withdrawing more than £45,000 from the savings account from 2023-24. What happened Mrs F, who is now more than 90 years old, opened a savings account in May 1992 with o... (3 pages)View decision -
Decision Reference DRN-5759542
18 Aug 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5759542 The complaint Mr G complaints Capital One (Europe) plc (“Capital One”) irresponsibly lent to him. Mr G is represented by a professional third party, but for ease of reference I’ll mostly refer to Mr G throughout. What happened Mr G had two credit cards with Capital One. Th... (3 pages)View decision -
Decision Reference DRN-5755280
18 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5755280 The complaint Mr F complains Bank of Scotland plc (trading as Halifax) failed to help him get all his money back for legal work he says he paid for but didn’t receive. What happened I issued my provisional decision on 11 August 2025. An extract from that decision can be fou... (9 pages)View decision -
Decision Reference DRN-5629554
18 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5629554 The complaint Mr B complains NewDay Ltd trading as AO Finance (NewDay) failed to carry out sufficient financial checks before approving two finance accounts for him. What happened Mr B says NewDay approved two finance accounts for him in January 2020 (FA1) and December 2022 ... (3 pages)View decision -
Decision Reference DRN-5759977
18 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5759977 The complaint Mr T is unhappy that he cannot change his annual mileage set on a hire agreement he entered into with BMW Financial Services (GB) Limited (BF). He is also unhappy with the customer service he received from them. What happened In August 2023, Mr T entered into ... (3 pages)View decision
