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 171073 results
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Decision Reference DRN-5877949
21 Oct 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5877949 The complaint Mr R complains about charges Volkswagen Financial Services (UK) Limited (VWFS) trading as Audi Financial Services applied due to the delay in Mr R’s car being returned at the end of his contract. He would like these charges waived and compensation for the dist... (2 pages)View decision -
Decision Reference DRN-5871662
21 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5871662 The complaint Mr D complains Monzo Bank Ltd (“Monzo”) refuses to refund him for a transaction on his account he says he didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Mr D was book... (3 pages)View decision -
Decision Reference DRN-5840833
21 Oct 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5840833 The complaint M, a limited company, complains that Starling Bank Limited (‘Starling’) won’t refund the money they say was lost as the result of a scam. Mr A, a director, brings the complaint on M’s behalf. What happened Mr A was introduced to an individual who I’ll refer t... (4 pages)View decision -
Decision Reference DRN-5771283
21 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5771283 The complaint Mr H complains Monzo Bank Ltd recorded a marker against him on a fraud database. He doesn’t think it’s treated him fairly. What happened Mr H held an account with Monzo. In January 2024, he received eight payments from a third- party, through bank transfers. He... (3 pages)View decision -
Decision Reference DRN-5140013
21 Oct 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5140013 The complaint Mr S complains that Revolut Ltd won’t reimburse money he lost to a scam. What happened Mr S responded to an advert online for a cryptocurrency investment that appeared to be endorsed by a well-known celebrity. In order to fund his investment Mr S used his Rev... (6 pages)View decision -
Decision Reference DRN-5643620
21 Oct 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5643620 The complaint Miss B, a sole trader, complains that she was deceived into taking out a Bounce Back Loan (“BBL”) and that The Royal Bank of Scotland Plc (“RBS”) wouldn’t conduct a scam investigation for her. What happened Miss B raised a complaint with RBS because she felt th... (3 pages)View decision -
Decision Reference DRN-5852975
21 Oct 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5852975 The complaint Mr and Mrs U complain that Bank of Scotland plc trading as Halifax is pursuing them for a shortfall on their mortgage following the sale of their property. What happened In 2008 Mr and Mrs U took out a mortgage with Halifax. They borrowed £64,000 to buy a prope... (4 pages)View decision -
Decision Reference DRN-5767063
21 Oct 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5767063 The complaint This complaint’s about a mortgage Mr S holds with Bank of Scotland plc trading as Halifax. The complaint relates primarily to how Halifax has dealt with Mr S during extended periods of financial hardship between 2019 and the present time. What happened The bro... (4 pages)View decision -
Decision Reference DRN-5588007
21 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5588007 The complaint Mr C complains that Santander UK Plc blocked and withheld a payment into his account. What happened Mr C had an account with Santander. In 2024, Mr C’s employer arranged for a third party to pay around £65,000 into his account. He says that this was outstanding... (2 pages)View decision -
Decision Reference DRN-5887779
21 Oct 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5887779 The complaint Mrs M’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 her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidin... (18 pages)View decision
