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-5512107
7 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5512107 The complaint Mr O complains that Monzo Bank Ltd (“Monzo”) won’t refund him the money he lost after he fell victim to an Authorised Push Payment (‘APP’) scam. In bringing the complaint to this service, Mr O is being professionally represented. For ease, I will refer to Mr O... (5 pages)View decision -
Decision Reference DRN-5919985
7 Nov 2025 MetLife Europe d.a.c. Not upheldInsuranceDRN-5919985 The complaint Miss A has complained that MetLife Europe d.a.c. has declined a claim she made under her personal accident policy. What happened The background to this complaint is well known to the parties, so I won’t repeat it again in detail here. In summary Miss A took out... (2 pages)View decision -
Decision Reference DRN-5799635
7 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5799635 The complaint Mrs B complains that Barclays Bank UK PLC did not reimburse the funds she says she lost to a scam. Mrs B has a professional representative, but I will only refer to her throughout this decision for simplicity. What happened Mrs B’s son introduced her to an indi... (3 pages)View decision -
Decision Reference DRN-5706890
7 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5706890 The complaint Mr G complains that Santander UK Plc won’t refund the money he lost to an investment scam. Mr G is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is well known to both parties... (4 pages)View decision -
Decision Reference DRN-5933147
7 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5933147 The complaint Mr N complains about the way Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (‘Novuna’) handled his claim for a refund. What happened The background to this complaint is well known by both parties, so I’ll only summarise it here. In July 2024, ... (3 pages)View decision -
Decision Reference DRN-5703987
7 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5703987 The complaint Mrs B complains that Barclays Bank UK PLC did not prevent scam payments from being received into their customer’s account. Mrs B has a professional representative, but I will only refer to her throughout this decision for simplicity. What happened Mrs B’s son i... (2 pages)View decision -
Decision Reference DRN-5713357
7 Nov 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5713357 The complaint Mr and Mrs S complain that Liverpool Victoria Insurance Company Limited (“LV”) declined a claim on their home contents insurance policy. Mr and Mrs S are joint policyholders but Mr S has dealt with the claim and the complaint so I’ll mostly refer to him. What h... (3 pages)View decision -
Decision Reference DRN-5621207
7 Nov 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5621207 The complaint Ms M complains that Starling Bank Limited won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In late 2024, Ms M was looking to get some building work done at her property. She was recommended an engineering comp... (3 pages)View decision -
Decision Reference DRN-5759615
7 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5759615 The complaint Mr J complains that Santander UK Plc won’t refund the money he lost as a result of a romance scam. Mr J is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is well known to both... (6 pages)View decision -
Decision Reference DRN-5898225
7 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5898225 The complaint Mr D complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In mid-2020, Mr D was told about an opportunity to invest with an investment company by a friend he had known for several year... (3 pages)View decision