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-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 -
Decision Reference DRN-5847521
19 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5847521 The complaint Mr S is complaining about Nationwide Building Society 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 and October 2... (3 pages)View decision -
Decision Reference DRN-5927840
19 Nov 2025 Evolution Lending Limited Not upheldMortgagesDRN-5927840 The complaint Mr R complains that Evolution Lending Limited mis-sold a secured loan to him. What happened In 2022, Mr R took out a third charge mortgage with Evolution. It was for £9,000 plus a product fee of £900 and a lender fee of £499 repayable over ten years on a variab... (3 pages)View decision -
Decision Reference DRN-5951550
19 Nov 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5951550 The complaint Ms A complains that Motability Operations Limited (Motability) unfairly terminated a hire agreement and recovered a car it had supplied. This complaint was referred to this service on Ms A’s behalf by a representative. For ease, I’ve only referred to Ms A thro... (3 pages)View decision