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 123872 results
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Decision Reference DRN-5721255
30 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5721255 The complaint Mr I complains that Santander UK Plc hasn’t agreed to refund the money he lost from his account as the result of an investment scam. He thinks that Santander should have done more to prevent his loss. He wants his losses refunded along with statutory interest a... (5 pages)View decision -
Decision Reference DRN-5665082
30 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5665082 The complaint Mrs B complains that NewDay Ltd trading as AO Finance allocated a payment to her 12- month 0% instalment plan rather than her Buy Now Pay Later (BNPL) plan. What happened Mrs B holds two accounts with NewDay Ltd. She holds a BNPL account which started on 15 Sep... (2 pages)View decision -
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-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-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 -
Decision Reference DRN-5610237
30 Jul 2025 Lenvi Servicing Limited UpheldMortgagesDRN-5610237 The complaint Miss H complains that Lenvi Servicing Limited has not offered her appropriate help when she experienced problems with her home and that it has provided a poor service. What happened In 2019 Miss H bought her home with the aid of a help-to-buy equity loan with t... (2 pages)View decision -
Decision Reference DRN-5624934
30 Jul 2025 First Central Underwriting Limited UpheldInsuranceDRN-5624934 The complaint Mrs P has complained about the total loss settlement First Central Underwriting Limited paid her – and the delay it caused in settling her claim under her car insurance policy. What happened In October 2024 Mrs P made a claim for damage to her car to her insure... (3 pages)View decision -
Decision Reference DRN-5725835
30 Jul 2025 Ageas Insurance Limited UpheldInsuranceDRN-5725835 The complaint Mrs M complains about Ageas Insurance Limited’s handling and settlement of a claim under her home insurance policy. Ageas has been represented by its agents during the claim. All references to Ageas include its agents. Mrs M has been largely represented by her ... (5 pages)View decision
