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 381194 results
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Decision Reference DRN-5366228
10 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5366228 The complaint Mr F is complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. He was originally represented by solicitors but that arrangement has since ended and more recent correspondence has been from his partner. What happened Sadl... (4 pages)View decision -
Decision Reference DRN-5404019
10 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5404019 Complaint Mrs S is unhappy that Nationwide Building Society didn’t reimburse her after she reported falling victim to a scam. Background Mrs S was looking to have a conservatory built at her home and came across a business online, which I’ll refer to as Company S. She contac... (3 pages)View decision -
Decision Reference DRN-5614689
10 Jun 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5614689 The complaint Mr D has complained about the way his motor insurer, Advantage Insurance Company Limited (‘Advantage’) dealt with a claim he made on his policy. Advantage is the underwriter of this policy i.e., the insurer. During the claim Mr D also dealt with other business... (7 pages)View decision -
Decision Reference DRN-4907808
10 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4907808 The complaint Mrs O complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. In bringing her complaint to this service Mrs O is represented, but for ease of reading I will refer to Mrs O throughout t... (3 pages)View decision -
Decision Reference DRN-5380298
10 Jun 2025 Zuto Limited UpheldConsumer CreditDRN-5380298 The complaint Mr Q is unhappy that Zuto Limited arranged finance on a car he wanted to acquire with a lender that didn’t lend on modified cars. What happened In April 2024, in their role as a credit broker, Zuto arranged finance with Lender A to allow Mr Q to acquire a used... (3 pages)View decision -
Decision Reference DRN-5614614
10 Jun 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5614614 The complaint Miss M complains about the settlement offered by Aviva Insurance Limited following an accidental damage claim under a buildings insurance policy. Miss M is being represented in this case. For ease of reading, I’ll refer to Miss M and her representative througho... (3 pages)View decision -
Decision Reference DRN-5454752
10 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5454752 The complaint Master S complains that Santander UK Plc defamed his character and slandered him due to the way it has contacted and addressed him. What happened Santander spoke to Master S and discovered that he does not like it when Santander refers to Master S as “you”, he... (2 pages)View decision -
Decision Reference DRN-5603915
10 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5603915 The complaint Mr A complains that Monzo Bank Ltd won’t refund the money he lost as the result of an authorised push payment (APP) scam. Mr A is represented by a third party, for ease of reading I will refer solely to Mr A in this decision. What happened Both parties are fami... (3 pages)View decision -
Decision Reference DRN-5536924
10 Jun 2025 Global Currency Exchange Network Ltd Not upheldBanking and PaymentsDRN-5536924 The complaint Mr D has complained about the spread that Global Currency Exchange Network Ltd trading as GC Partners (“GC Partners”) applied when carrying out a spot foreign exchange transaction for him. What happened Mr D sold a property overseas and wanted to convert around... (4 pages)View decision -
Decision Reference DRN-5492004
10 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5492004 The complaint Mr C complains that HSBC UK Bank Plc trading as first direct hasn’t refunded a payment he made using his debit card. He’s also unhappy with the overall level of service he has received when raising payment disputes. What happened In November 2024, Mr C called H... (2 pages)View decision
