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-5710937
23 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5710937 The complaint Mr F complains about the level of service he’s received from Santander UK Plc when making a number of international payments. He wasn’t able to cancel an international standing order when he needed to, and he’s had trouble obtaining confirmations of the payment... (6 pages)View decision -
Decision Reference DRN-5691022
23 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5691022 The complaint Mrs M complains that NewDay Ltd lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Mrs M applied for an Aqua credit card in January 2020. In her application, Mrs M said she was employed with an a... (3 pages)View decision -
Decision Reference DRN-5711514
23 Jul 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5711514 The complaint Mr W complains that American Express Services Europe Limited (“AmEx”) didn’t honour a promotional offer he feels he was eligible for. What happened Mr W wanted to avail of an offer promoted by AmEx wherein he would receive a £100 reimbursement if he spent over... (3 pages)View decision -
Decision Reference DRN-5293470
23 Jul 2025 Lendable Ltd UpheldConsumer CreditDRN-5293470 The complaint Mr G complains about the quality of a used car he acquired through a hire purchase agreement (HPA), financed by Lendable Ltd trading as Autolend (Autolend). What happened Around July 2024, Mr G acquired a used car through a HPA, financed by Autolend. The cash p... (3 pages)View decision -
Decision Reference DRN-5706634
23 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5706634 The complaint Mr D has complained that Aviva Insurance Limited poorly handled a claim Mrs D as named driver made under his car insurance policy. What happened Mrs D was involved in an incident with another driver in July 2022. She made a claim as named driver under Mr D’s po... (3 pages)View decision -
Decision Reference DRN-5695447
23 Jul 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5695447 The complaint Mr S has complained that Accredited Insurance (Europe) Ltd have unfairly declined the claim he made after he suffered an escape of water. Accredited are the underwriters of this policy i.e. the insurer. Parts of the claim and the complaint have been handled by ... (3 pages)View decision -
Decision Reference DRN-5505959
23 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5505959 The complaint Mr G complains that Monzo Bank Ltd will not refund money he lost to a scam. What happened Mr G said he made the following payments as a result of a safe account scam. Payment Date Time Type of transaction Amount 1 13 September 2023 17:00 Card payment £3,900 2 1... (4 pages)View decision -
Decision Reference DRN-5709527
23 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5709527 The complaint M, a company, has complained that Revolut Ltd didn’t do enough to prevent them losing money to an email invoice intercept scam. They’d like the funds returned to them. What happened In May 2022 M entered into an agreement with a supplier, who I will refer to a... (6 pages)View decision -
Decision Reference DRN-5663186
23 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5663186 The complaint Miss B complains about how Monzo Bank Ltd handled her request for help in getting a refund for a transaction made on her debit card, and that it later decided to close her current account. What happened In January 2025, Miss B bought an item from a company I’l... (3 pages)View decision -
Decision Reference DRN-5704593
23 Jul 2025 Wakam UpheldInsuranceDRN-5704593 The complaint Mr R has complained about his former car insurer, Wakam. He says it gave him misleading information which caused him to drive whilst uninsured and then unfairly avoided his policy (treated it as though it had never existed). What happened In October 2023 Mr R’... (4 pages)View decision
