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-5432518
28 Jul 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5432518 The complaint Mr R complains about how Haven Insurance Company Limited (“Haven”) valued his car following a claim made on his taxi insurance policy. He is also unhappy with the amount Haven is charging him to allow him to retain the car. What happened Mr R is a private hire... (4 pages)View decision -
Decision Reference DRN-5620386
28 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5620386 The complaint Mr H complains that Nationwide Building Society closed a bank account. What happened Mr H had a joint account with Nationwide. In February 2024, Nationwide decided to close this account as it said the relationship between Mr H and Nationwide had broken down. T... (2 pages)View decision -
Decision Reference DRN-5686482
28 Jul 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5686482 The complaint Miss D complains that First Central Underwriting Limited (“First Central”) mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car made by a premium-brand car-maker with a diesel... (3 pages)View decision -
Decision Reference DRN-5481438
28 Jul 2025 PayrNet Limited Not upheldBanking and PaymentsDRN-5481438 The complaint Mr H complains that PayrNet Limited (as the recipient Payment Service Provider, PSP), didn’t do enough to prevent him losing money to a scam. Mr H has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr H himsel... (4 pages)View decision -
Decision Reference DRN-5250212
28 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5250212 The complaint Mr K complains that Monzo Bank Ltd failed to refund £106,874 he says he lost to a crypto investment scam. Mr K is being supported in making his complaint by a representative. But for ease, I’ll only refer to Mr K in this decision. The details of this complain... (2 pages)View decision -
Decision Reference DRN-5715180
28 Jul 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5715180 The complaint Miss P complains that there was a delay before JAJA FINANCE LTD (JAJA) credited her account with a payment she had made, that they haven’t amended her credit file and that they caused her stress and anxiety. What happened On 31 January 2025 Miss P tried to make... (2 pages)View decision -
Decision Reference DRN-5641828
28 Jul 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5641828 The complaint Mr I complains that Starling Bank Limited (Starling) was irresponsible in granting him a personal current account overdraft, as it was unaffordable for him. Mr I also complains Starling failed to intervene to prevent his heavy usage of the personal current acco... (4 pages)View decision -
Decision Reference DRN-5717885
28 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5717885 The complaint Miss W complains NewDay Ltd trading as AO Finance failed to carry out sufficient checks before giving her a credit card. What happened Miss W complains NewDay lent to her irresponsibly when they gave her a credit card in April 2022, with a £700 credit limit. ... (3 pages)View decision -
Decision Reference DRN-5610451
28 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5610451 The complaint Mrs G complains about the actions of Revolut Ltd when she lost money to a scam. What happened Around August 2023 Mrs G was contacted out of the blue via message by a third-party who claimed to represent a merchant who said they could help recover £250 Mrs G lo... (4 pages)View decision -
Decision Reference DRN-5240665
28 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5240665 The complaint Miss N complains that Starling Bank Limited closed her sole trader account without having a good reason for doing so. What happened Miss N runs a business, C, as a sole trader. In August 2024 Starling Bank sought some information from Miss N about the nature of... (2 pages)View decision
