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-5802248
7 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5802248 The complaint Mr B complains Santander UK Plc keeps on blocking payments when he’s trying to transfer money abroad. What happened Mr B has an account with Santander with a debit card. He has family abroad and uses a third-party money transfer service to send them money. He s... (2 pages)View decision -
Decision Reference DRN-5466687
7 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5466687 The complaint Mr C complains that Revolut Ltd won’t refund the money he lost when he was the victim of a scam. What happened In January 2025, Mr C was looking to book flight tickets and was contacted by someone who said they worked for a travel agent. They discussed the fli... (3 pages)View decision -
Decision Reference DRN-5523939
7 Nov 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5523939 The complaint Mr K complains that Wise Payments Limited won’t refund the money he lost when he was the victim of a scam. What happened In early 2023, Mr K says a friend of his told him about an investment they’d been making in gold and put him in touch with the person who’d... (6 pages)View decision -
Decision Reference DRN-5826186
7 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5826186 The complaint Mrs C complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost after falling victim to a scam. What happened Mrs C was following an individual on social media, who I’ll refer to as P. P was a property investor who provided guidance to others who... (4 pages)View decision -
Decision Reference DRN-5701112
7 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5701112 The complaint Mr A complains that Barclays Bank UK 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 A says he was told about an opportunity to invest in cryptocurrency by someone who contacted him via an in... (3 pages)View decision -
Decision Reference DRN-5253436
6 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5253436 THE COMPLAINT Mr H complains that Revolut Ltd (“Revolut”) will not reimburse him money he says he lost when he fell victim to a scam. Mr H is represented by CEL Solicitors in this matter. However, where appropriate, I will refer to Mr H solely in this decision for ease of ... (3 pages)View decision -
Decision Reference DRN-5898541
6 Nov 2025 AXA Health Limited Not upheldInsuranceDRN-5898541 The complaint Mr S acts for his business – which I will call J - in bringing the complaint. He says AXA Health Limited (‘AXA’) has behaved unfairly in respect of the cost of J’s private medical insurance policy. What happened In April 2024, Mr S took out a Business Health i... (3 pages)View decision -
Decision Reference DRN-5899972
6 Nov 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5899972 The complaint Mr B complains that the van he acquired through CA AUTO FINANCE UK LTD trading as CA Auto Finance UK (“CA AUTO”) wasn’t of satisfactory quality. The van has now been rejected and collected, but he’s unhappy with the redress and compensation paid by CA AUTO. Wha... (4 pages)View decision -
Decision Reference DRN-5724756
6 Nov 2025 Match Me Car Finance LTD Not upheldConsumer CreditDRN-5724756 The complaint Ms C is unhappy that due to a mistake she was not able to proceed with an agreement to be supplied a car via a hire purchase agreement with Match Me Finance Ltd (Match Me) acting as a credit broker. When I refer to what Ms C has said and what Match Me have sai... (4 pages)View decision -
Decision Reference DRN-5886233
6 Nov 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5886233 The complaint Ms U complains about a hire purchase agreement with Blue Motor Finance Limited under which a car was supplied to her and her late partner. She’s being helped with her complaint by a representative. What happened A used car was supplied to Ms U and her partner u... (3 pages)View decision