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 400694 results
-
Decision Reference DRN-6263988
8 Apr 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-6263988 The complaint Mr R is unhappy that Wise Payments Limited, trading as Wise, didn’t do enough to protect him from an investment scam. He would like Wise to refund the payment he made that was lost to the scam. What happened Mr R contacted what he thought was a legitimate inve... (3 pages)View decision -
Decision Reference DRN-6277940
8 Apr 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6277940 The complaint Miss P complains that Revolut Ltd won’t refund money she lost when she was the victim of a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Miss P fell victim to a job scam in May... (3 pages)View decision -
Decision Reference DRN-6242050
8 Apr 2026 THE ROYAL BANK OF SCOTLAND PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6242050 The complaint Mr M is unhappy with how The Royal Bank of Scotland Public Limited Company (RBS) handled disputes he raised with it following purchases made using his debit card. Mr M is also unhappy with the communication he received from RBS and the level of service it provi... (3 pages)View decision -
Decision Reference DRN-5955491
8 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-5955491 The complaint Miss C complains that Monzo Bank Limited (“Monzo”) provided her with an overdraft and subsequent increases that she couldn’t afford. Miss C has also complained about a number of other issues which I’ll comment on, as appropriate below. What happened The detail... (3 pages)View decision -
Decision Reference DRN-6112604
8 Apr 2026 Aviva Insurance Limited UpheldInsuranceDRN-6112604 The complaint Mr H complains about the way Aviva Insurance Limited (‘Aviva’) handled a claim he made under a property insurance policy. What happened Mr H owns a tenanted rental flat which is insured with a buildings policy underwritten by Aviva. He raised a claim in July 2... (3 pages)View decision -
Decision Reference DRN-6275995
8 Apr 2026 Domestic & General Insurance Plc UpheldInsuranceDRN-6275995 The complaint Mrs H complains Domestic & General Insurance Plc (D&G) has damaged her property following a claim she made under her fridge-freezer insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summar... (4 pages)View decision -
Decision Reference DRN-6277950
8 Apr 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6277950 The complaint A limited company, which I’ll refer to as ‘E’, is unhappy that Barclays Bank UK PLC closed its business account in error, causing disruption to its operations. E’s complaint is brought to this service by its director, whom I’ll refer to as ‘Ms M’. What happen... (3 pages)View decision -
Decision Reference DRN-6277730
8 Apr 2026 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-6277730 The complaint X complains about charges Mercedes-Benz Financial Services UK Limited (‘MBFS’) asked her to pay after she voluntarily terminated a finance agreement. What happened I issued a provisional decision on this complaint last month. An extract from that provisional de... (3 pages)View decision -
Decision Reference DRN-6176392
8 Apr 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6176392 The complaint Miss K complains that Lloyds Bank PLC closed her account without notice and recorded adverse information about this with credit reference agencies. What happened Miss K had an account with Lloyds which had a £1,500 overdraft limit. In April 2025, Lloyds says it... (2 pages)View decision -
Decision Reference DRN-6012450
8 Apr 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6012450 The complaint Mr G complains that HSBC UK Bank Plc trading as first direct won’t reimburse him after he made payments for building work that he now considers to have been part of a scam. What happened The circumstances of this complaint are well known to both sides, so I won... (5 pages)View decision