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 170827 results
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Decision Reference DRN-5512384
5 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5512384 The complaint Mr M complains about Santander UK Plc. He says that Santander failed to protect him when he fell victim to a scam and would like Santander to refund him the money he has lost. What happened Mr M came across an advertisement for investment being promoted by a ... (3 pages)View decision -
Decision Reference DRN-5570232
5 Sep 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-5570232 The complaint Mr D has complained about the quality of a car provided on finance by Lex Autolease Ltd (“Lex”). Mr D has at times been represented by a family member who was also the driver of the car at the time of the events here. But as the agreement was in his name I’ll ... (4 pages)View decision -
Decision Reference DRN-5577981
5 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5577981 The complaint N, a sole trader, has complained that Starling Bank Limited did not reimburse the £13,000 it says it lost to a scam. What happened N entered into a drop shipping agreement with a company I’ll refer to as ‘X’ for the purposes of this decision. It agreed to pay X... (3 pages)View decision -
Decision Reference DRN-5705208
5 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5705208 The complaint Mrs B complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY failed to protect her as a vulnerable customer, allowing her to spend substantial sums on gambling. What happened Mrs B has told us, and her bank statements confirm, that she spent considerab... (3 pages)View decision -
Decision Reference DRN-5463491
5 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5463491 The complaint Miss A complains that Monzo Bank Ltd (‘Monzo’) have failed to refund around £9,000 she says she lost to a job scam. The details of this complaint are well known to both parties. So, if there’s a submission I’ve not addressed; it isn’t because I’ve ignored the ... (2 pages)View decision -
Decision Reference DRN-5796164
5 Sep 2025 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-5796164 The complaint Mr M complains that HSL have unfairly refused to cancel his student loans despite him having met the threshold for them to do so. What happened II set out the background to this complaint and my initial findings in my provisional decision dated 1 August 2025 (b... (4 pages)View decision -
Decision Reference DRN-5506658
5 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5506658 Complaint Mr K is unhappy that Santander UK Plc didn’t reimburse him after he told it he’d fallen victim to a scam. Background In 2018, Mr K became aware of an investment opportunity involving a property development company that I’ll refer to as Company A. In August of that ... (2 pages)View decision -
Decision Reference DRN-5281634
5 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5281634 The complaint Mr A complains that Starling Bank Limited won’t refund money he lost when he was a victim of a scam. Mr A is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some ... (4 pages)View decision -
Decision Reference DRN-5531596
5 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5531596 The complaint Mr A complains that Monzo Bank Ltd won’t refund money he lost when he was a victim of a scam. Mr A is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key eve... (5 pages)View decision -
Decision Reference DRN-5734665
5 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5734665 The complaint Mr R complains that Revolut Ltd hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr R has explained that in February and March 2... (2 pages)View decision
