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 391431 results
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Decision Reference DRN-5939180
19 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5939180 The complaint Miss B, via a representative, has complained that Revolut Ltd (“Revolut”) failed to refund the money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here... (3 pages)View decision -
Decision Reference DRN-5864443
19 Nov 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5864443 The complaint Mr S complains that Intact Insurance UK Limited declined a claim he made on his buildings insurance policy. Reference to Intact includes its agents and representatives. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the... (3 pages)View decision -
Decision Reference DRN-5954759
19 Nov 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5954759 The complaint Mr K is unhappy that a van supplied to him under a conditional sale agreement with Moneybarn No.1 Limited trading as Moneybarn was of an unsatisfactory quality. What happened In October 2024 Mr K was supplied with a used van through a conditional sale agreemen... (3 pages)View decision -
Decision Reference DRN-5633308
19 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5633308 The complaint Miss S complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. Bu... (3 pages)View decision -
Decision Reference DRN-5894776
19 Nov 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5894776 The complaint Ms H complains about Accredited Insurance (Europe) Ltd’s decision to decline a claim made under her home insurance policy and about their handling of her claim when she reported it as a home emergency. What happened The background to this complaint is well kno... (8 pages)View decision -
Decision Reference DRN-5962607
19 Nov 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5962607 The complaint Mr and Mrs R complain that Starling Bank Limited won’t reimburse money they lost to an alleged scam. What happened On 16 September 2025 I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any further evidence an... (8 pages)View decision -
Decision Reference DRN-5870793
19 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5870793 The complaint Mrs F complained because Barclays Bank UK PLC refused to refund her for transactions she said she hadn’t authorised. What happened Overnight on 29 th to 30 th October 2024, there were transactions on Mrs F’s account with an online retailer which she disputed. ... (4 pages)View decision -
Decision Reference DRN-5959659
19 Nov 2025 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-5959659 The complaint Mr J is unhappy that The Royal Bank of Scotland Plc (RBS) won’t agree to extend his mortgage by five years. What happened Mr J holds a mortgage with RBS. The mortgage is split into several sub-accounts, with some interest-only, and others on a capital repayment... (4 pages)View decision -
Decision Reference DRN-5482651
19 Nov 2025 Fluent Money Limited Not upheldMortgagesDRN-5482651 The complaint Mr and Mrs D complain about the broker fee Fluent Money Limited charged them for arranging a second charge mortgage. What happened Mr and Mrs D approached Fluent Money to get advice on and arrange a second charge mortgage. Fluent Money arranged them a loan, and... (3 pages)View decision -
Decision Reference DRN-5847602
19 Nov 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5847602 The complaint Mr S is complaining about Starling Bank Limited because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr S fell victim to a cruel scam after he was introduced to an investment scheme by a friend. In September 2021, he used his b... (3 pages)View decision