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
-
Decision Reference DRN-5611774
10 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5611774 The complaint Mrs E complains that Revolut Ltd won’t refund the full amount of money she says she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions o... (3 pages)View decision -
Decision Reference DRN-5613984
10 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5613984 The complaint Mrs H complains about discrepancies with her American Express Services Europe Limited (AMEX) account when using its’ app. What happened Mrs H says that the amounts AMEX is asking her to pay on her app don’t always add up and has provided several examples of thi... (3 pages)View decision -
Decision Reference DRN-5613980
10 Jun 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5613980 The complaint Mr H has complained about the way that his motor insurer Ageas Insurance Limited (‘Ageas’) dealt with a claim that a third party made against his policy. What happened I issued a provisional decision on this complaint in May 2025 where I said I thought the £25... (7 pages)View decision -
Decision Reference DRN-5558941
10 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5558941 The complaint Ms D is unhappy how Santander UK Plc communicated with her about activity on her account. She wants compensation for the trouble and upset this caused. What happened Ms D had a business bank account with Santander. In July 2024, Santander reviewed Ms D’s acco... (4 pages)View decision -
Decision Reference DRN-5370156
10 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5370156 The complaint Mr K complains that Revolut Ltd won’t refund money he lost when he was the victim of a scam. Mr K is represented by a third-party firm, but I will refer to Mr K here. What happened The background to this complaint is well known to both parties, so I won’t rep... (4 pages)View decision -
Decision Reference DRN-5131672
10 Jun 2025 WorldPay Limited Not upheldBanking and PaymentsDRN-5131672 The complaint A company which I’ll refer to as E, complains that WorldPay Limited (WorldPay) unfairly declined various transactions on its account (the Account) In bringing this complaint, E is represented by its director, who I’ll refer to as Mr B. What happened The backg... (5 pages)View decision -
Decision Reference DRN-5516457
10 Jun 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5516457 The complaint Mr E complains about the quality of a used car he acquired through a personal contract purchase with Bank of Scotland plc trading as Black Horse (‘Black Horse’). Mr E says the car wasn’t of satisfactory quality as it has broken down. This is due to a fault that... (5 pages)View decision -
Decision Reference DRN-5272069
10 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5272069 The complaint Mr A complains Monzo Bank Ltd unfairly loaded him to a fraud database. What happened Mr A was sent £110 by a friend, and sent £100 of it overseas. Mr A was then contacted by Monzo, it asked about the payment and what it was for. Mr A sent in some screenshots ... (4 pages)View decision -
Decision Reference DRN-4966130
10 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4966130 The complaint Mr A complains about Wise Payments Limited trading as Wise not refunding several payments he says he made and lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and b... (3 pages)View decision -
Decision Reference DRN-5124166
10 Jun 2025 Skrill Limited UpheldBanking and PaymentsDRN-5124166 The complaint Miss W complains Skrill Limited declined to refund transactions she didn’t make and blocked her account. Miss W is also unhappy with how Skrill handled things and the time it took Skrill to return her money. What happened The details of this complaint are well... (4 pages)View decision
