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 381082 results
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Decision Reference DRN-5725952
30 Jul 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5725952 The complaint Mr B’s complaint is, in essence, that Shawbrook Bank Limited (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 1974 (as amended) (the ‘CCA’) and (2) deciding... (20 pages)View decision -
Decision Reference DRN-5330826
30 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5330826 The complaint Mr G complains that Bank of Scotland plc closed his accounts without good reason. The bank trades in this case under its Halifax brand. What happened In September 2024 Mr G went to a Halifax branch. There was a queue. Mr G says that, rather than standing in the... (2 pages)View decision -
Decision Reference DRN-5524657
30 Jul 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5524657 The complaint Mr B complains that Aviva Life & pensions UK Limited (Aviva) misadvised him to transfer his guaranteed defined benefit pension scheme to a Personal Pension Plan (PPP), causing him losses. He wants compensation for his losses. Mr B was initially represented... (3 pages)View decision -
Decision Reference DRN-5726209
30 Jul 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5726209 The complaint Mr N has complained that Assurant General Insurance Limited refused to accept his claim for a lost or stolen mobile phone under his mobile phone insurance policy. What happened Mr N said he last used his phone in a taxi on the way to a supermarket on 31 Decemb... (4 pages)View decision -
Decision Reference DRN-5281865
30 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5281865 The complaint M, a limited company, has complained Revolut Ltd won’t refund them for over £45,000 worth of transactions made from their account by a fraudster. What happened Mr C is a director of M. M opened a business account with Revolut in September 2019. In March 2024 Mr... (4 pages)View decision -
Decision Reference DRN-5686331
30 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5686331 The complaint Mr and Mrs L’s complaint is about the actions of Santander UK Plc when they were the victim of a fraud. They want the money they lost refunded. Mr and Mrs L are represented by a family member but for ease of reference I have referred to Mr and Mrs L throughout... (5 pages)View decision -
Decision Reference DRN-5136524
30 Jul 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5136524 The complaint Mr S complains that Wise Payments Limited won’t refund payments he says he made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, and based on the submissions o... (5 pages)View decision -
Decision Reference DRN-5726223
30 Jul 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5726223 The complaint Mr H says Bank of Scotland plc trading as Halifax unfairly asked him to repay his mortgage when the term expired. Mr H says this is because of his age. What happened Mr H took out a mortgage with Halifax in 2004 on an interest only basis. He took out further bo... (5 pages)View decision -
Decision Reference DRN-5478439
30 Jul 2025 Tandem Motor Finance Limited Not upheldConsumer CreditDRN-5478439 The complaint Miss B complains that a car acquired under a hire purchase agreement with Tandem Motor Finance Limited (“Tandem”) wasn’t of satisfactory quality when it was supplied to her. What happened The parties are familiar with the background of this complaint so I will... (4 pages)View decision -
Decision Reference DRN-5717996
30 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5717996 The complaint Mr F complains that Monzo Bank Ltd failed in its duty to protect him when he fell victim to a scam. He said that his payments should have been detected by Monzo’s fraud detection systems as being of concern. He said that if Monzo had intervened and informed him... (5 pages)View decision
