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 393318 results
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Decision Reference DRN-5848977
30 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5848977 The complaint Z, a trust, complains that Revolut Ltd have declined to refund them for funds they lost to an email intercept scam. Z has appointed professional representatives for this case. But for ease of reading I’ll refer mostly to Z and the trustee, Mrs C. What happene... (4 pages)View decision -
Decision Reference DRN-5401627
30 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5401627 The complaint Mr H complains that Bank of Scotland plc didn’t refund him money, that he believed was lost through an Authorised Push Payment (“APP”) investment scam. What happened The background to this complaint is well known to all parties and has been laid out in detail ... (3 pages)View decision -
Decision Reference DRN-5442019
30 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5442019 The complaint Mr B complaints Wise Payments Limited (‘Wise’) didn’t do enough to protect him when he fell victim to a purchase scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In summary, on 4 December... (3 pages)View decision -
Decision Reference DRN-5838826
30 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5838826 The complaint Mr B complains that Monzo Bank Ltd failed to pursue a chargeback and didn’t provide proper support. What happened In May 2025 Mr B deposited money with an online gambling company totalling in excess of £1,600. He had previously told Monzo he had a gambling addi... (3 pages)View decision -
Decision Reference DRN-5848613
30 Sep 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5848613 The complaint Mr M complains that Metro Bank PLC won’t reimburse him after he sent funds to a business that he now believes to have been an investment scam. Mr M is professionally represented in bringing his complaint, but for ease of reading I’ll refer to all submissions as... (4 pages)View decision -
Decision Reference DRN-5848387
30 Sep 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5848387 The complaint Ms G and Mr M complained that Haven Insurance Company Limited (“Haven”) unfairly declined their claim for storm damage to a flat roof, under their home buildings insurance policy. I’ll refer to Ms G for ease. What happened On 7 October 2024 Ms G contacted Have... (5 pages)View decision -
Decision Reference DRN-5762499
30 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5762499 The complaint Ms L has complained that Wise Payments Limited (“Wise”) 2-factor authentication service is compromised and doesn’t work correctly. To resolve her complaint, Ms L wants £10,000 compensation. What happened Ms L says that Wise’s 2-factor authentication (2FA) has n... (2 pages)View decision -
Decision Reference DRN-5752225
30 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5752225 The complaint A limited company, which I’ll refer to as K, complains that National Westminster Bank Plc has unfairly closed its current account and declared its bounce back loan in default. K is represented by its owner and director, Miss C. What happened K took out a £7,500... (3 pages)View decision -
Decision Reference DRN-5540021
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5540021 The complaint Mr B complains Monzo Bank Ltd didn’t do enough to protect him when he fell victim to a purchase scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In summary, on 4 December 2024, Mr B attem... (3 pages)View decision -
Decision Reference DRN-5755960
30 Sep 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5755960 The complaint Mr and Mrs P are unhappy that Bank of Scotland trading as Halifax used a desktop valuation when offering them a product transfer in January 2024. They believe this was unfair and that they lost out as a result. What happened Mr and Mrs P originally took out a m... (3 pages)View decision