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-5932718
14 Nov 2025 Vitality Health Limited Not upheldInsuranceDRN-5932718 The complaint Mr and Mrs H have complained that Vitality Health Limited refused to allow them to upgrade their coverage under a private medical insurance policy. As it is Mr H leading on the complaint, for ease, I will mostly just be referring to him in this decision. What... (3 pages)View decision -
Decision Reference DRN-5924377
14 Nov 2025 Shawbrook Bank Limited Not upheldMortgagesDRN-5924377 The complaint S, a limited company, complains that Shawbrook Bank Limited unfairly applied an early repayment charge (ERC) when it repaid a buy to let mortgage. S is represented by its director, who I’ll refer to as Mr V. Mr V asks that Shawbrook refunds or waives the ERC. W... (2 pages)View decision -
Decision Reference DRN-5357093
14 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5357093 The complaint Mr and Mrs K complain that Santander UK Plc (Santander) is refusing to refund them the amount Mr K lost as the result of a scam. Mr and Mrs K are being represented by a third party. To keep things simple, I will refer to Mr K throughout my decision. What happen... (3 pages)View decision -
Decision Reference DRN-5950740
14 Nov 2025 My Finance Club Limited UpheldConsumer CreditDRN-5950740 The complaint Mr G complains MFC irresponsibly lent to him. What happened Mr G took 11 loans with MFC over a period of a little over three years as follows: Loan No. Loan amount Agreement date Repayment date Scheduled term (days) Actual term (days) Repayment 1 £40009/04/20... (12 pages)View decision -
Decision Reference DRN-5920988
14 Nov 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5920988 The complaint Mr W complains about the quality of a car he has been financing through an agreement with BMW FINANCIAL SERVICES (GB) LIMITED (who I’ll call BMWFS). What happened In March 2024 Mr W took receipt of a new car. Within weeks he says he noticed imperfections in the... (2 pages)View decision -
Decision Reference DRN-5357105
14 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5357105 The complaint Mr K complains that Wise Payments Limited trading as Wise (Wise) is refusing to refund him the amount he lost as the result of a scam. Mr K is being represented by a third party. To keep things simple, I will refer to Mr K throughout my decision. What happened ... (3 pages)View decision -
Decision Reference DRN-5643365
14 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5643365 The complaint Miss P complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened In November 2024, Miss P received a text message from someone who said they had been given her details by a recruitment agency and had a poten... (3 pages)View decision -
Decision Reference DRN-5643436
14 Nov 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5643436 The complaint Miss P complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED, trading as American Express, won’t refund the money she lost when she was the victim of a scam. What happened In November 2024, Miss P received a text message from someone who said they had been g... (2 pages)View decision -
Decision Reference DRN-5643305
14 Nov 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5643305 The complaint Miss P complains that J.P. Morgan Europe Limited, trading as Chase, won’t refund the money she lost when she was the victim of a scam. What happened In November 2024, Miss P received a text message from someone who said they had been given her details by a rec... (3 pages)View decision -
Decision Reference DRN-5893345
14 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5893345 The complaint Mr O complains that Bank of Scotland plc trading as Halifax (Halifax)unfairly closed his account. What happened In February 2019 Halifax wrote to Mr O giving him two months’ notice that it would close his account. Mr O complained. Halifax said that it could r... (2 pages)View decision