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 386170 results
-
Decision Reference DRN-5677172
17 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5677172 The complaint Mr V is unhappy that National Westminster Bank Public Limited Company haven’t refunded money he lost as a result of a scam. Mr V is being supported in making the complaint by a legal representative but, for ease, I’ll only refer to Mr V here. What happened Th... (3 pages)View decision -
Decision Reference DRN-5677165
17 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5677165 The complaint Mr V is unhappy that Revolut Ltd haven’t refunded money he lost as a result of a scam. Mr V is being supported in making the complaint by a legal representative but, for ease, I’ll only refer to Mr V here. What happened The detailed background to this complai... (4 pages)View decision -
Decision Reference DRN-5979781
17 Dec 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5979781 The complaint Mr K complains about the way PayPal UK Ltd trading as PayPal (‘PayPal’) handled his request for a refund. What happened Mr K’s complaint is that PayPal has unfairly declined to refund him for a payment of £3,500. This payment was for a jewellery item (the ‘item... (2 pages)View decision -
Decision Reference DRN-5914712
17 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5914712 The complaint A company I’ll call R complains that Santander UK PLC (Santander) reneged on a promise to provide it with fee-free banking services forever. To put things right, R wants its account to remain fee-free, and to receive £1,000 in compensation for the worry caused ... (3 pages)View decision -
Decision Reference DRN-5974629
17 Dec 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5974629 The complaint The complaint is about a mortgage Mrs W holds with Lloyds Bank PLC. The mortgage was originally held jointly with her husband, who has sadly died. It’s one of several complaints she’s asked us to look at about the various financial arrangements she and her lat... (3 pages)View decision -
Decision Reference DRN-6004362
17 Dec 2025 Aviva Insurance Limited UpheldInsuranceDRN-6004362 The complaint Mr R complains about Aviva Insurance Limited (“Aviva”) and their failure to progress the claim he made on his home insurance policy, following an escape of water from a burst water pipe. What happened The claim and complaint circumstances are well known to both... (8 pages)View decision -
Decision Reference DRN-6002299
17 Dec 2025 Inclusive Finance Limited Not upheldConsumer CreditDRN-6002299 The complaint Miss P has complained that Inclusive Finance Limited trading as Creditspring (“Creditspring”) gave her credit without properly considering her finances. What happened Miss P was granted a number of fixed sum credit agreements that potentially allowed her to dr... (7 pages)View decision -
Decision Reference DRN-5838435
17 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5838435 The complaint Mr E is unhappy that Revolut Ltd won’t refund money he says he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. What I... (2 pages)View decision -
Decision Reference DRN-5751934
17 Dec 2025 Modulr FS Limited Not upheldBanking and PaymentsDRN-5751934 The complaint Mr O complains that Modulr FD Limited unfairly blocked his account, then closed it, and returned funds back to source after completing a review. He wants the funds repaid to him. What happened Mr O had an account with Pockit, for which Modulr is responsible. F... (4 pages)View decision -
Decision Reference DRN-5954702
17 Dec 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5954702 The complaint Mr C complains about the quality of a car he acquired under a hire agreement with Santander Consumer (UK) Plc trading as Santander Consumer Contract Hire (Santander). When I refer to what Mr C and Santander have said and/or done, it should also be taken to inc... (3 pages)View decision
