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-5775881
30 Sep 2025 AutoMoney Limited Not upheldConsumer CreditDRN-5775881 The complaint Miss S has complained that AutoMoney Limited trading as AutoMoney Motor Finance won’t remove a fraud marker it loaded against her in respect of a finance agreement she’d applied for. What happened The circumstances of the complaint are well known to the partie... (2 pages)View decision -
Decision Reference DRN-5744581
30 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5744581 The complaint Miss P complains that Bank of Scotland plc (BOS) will not reimburse funds she said was lost to a scam. Miss P is represented by a firm, but for ease I have only referred to Miss P in this decision. What happened The background to this complaint is well known to... (3 pages)View decision -
Decision Reference DRN-5795311
30 Sep 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5795311 The complaint Mr B complains that J.P. Morgan Europe Limited trading as Chase (‘Chase’) failed to explain why it required certain personal information from him as part of a review and then threatened to restrict his account if he did not provide this. What happened Mr B has... (3 pages)View decision -
Decision Reference DRN-5646236
30 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5646236 The complaint Mr B complains that Nationwide Building Society has not refunded the money he lost to what he believes was a scam. Mr B is represented in this complaint by a claims management company, but for simplicity I have referred to Mr B throughout this decision, even w... (3 pages)View decision -
Decision Reference DRN-5725357
30 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5725357 The complaint Mr S complains that Santander UK Plc did not refund all of the money he lost when he was the victim of a scam. What happened In 2020 Mr S lost £10,000 to a property investment. In February 2024 he was contacted by a company I will call ‘E’ which said it could ... (4 pages)View decision -
Decision Reference DRN-5578873
30 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5578873 The complaint Mr F complains that Lloyds Bank PLC won’t reimburse him money he lost to a scam. Mr F has brought his complaint with the assistance of a professional representative. For ease, I’ll refer to their submissions as being from Mr F. What happened In November 2024 Mr... (3 pages)View decision -
Decision Reference DRN-5524283
30 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5524283 The complaint Mr O complains that Santander UK Plc won’t reimburse him with money he lost to a scam. What happened In the period from 13 March 2018 to 22 February 2022 Mr O used his Santander account to make six card payments totalling £6,102.25 to three cryptocurrency provi... (2 pages)View decision -
Decision Reference DRN-5648718
30 Sep 2025 AXIS Specialty Europe SE Not upheldInsuranceDRN-5648718 The complaint Mrs S is complaining that AXIS Specialty Europe SE hasn’t covered a claim she made against her commercial insurance policy in full. What happened In September 2024 Mrs S contacted AXIS to claim for damage to her property and contents contained within it. She sa... (3 pages)View decision -
Decision Reference DRN-5549455
30 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5549455 The complaint Ms M complains NatWest won’t refund the full amount of money 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 of both parties, I un... (3 pages)View decision -
Decision Reference DRN-5507713
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5507713 The complaint Mr O complains that Monzo Bank Ltd won’t reimburse him with the money he lost to a scam. What happened In the period from 20 October 2020 to 7 November 2021 Mr O used his Monzo account to make six card payments totalling £920.12 to two cryptocurrency providers.... (2 pages)View decision