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 392389 results
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Decision Reference DRN-5892357
5 Feb 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-5892357 The complaint Mr B has complained Starling Bank Limited won’t refund him for two transactions made using his debit card as a token on his mobile phone. What happened In April 2025 Mr B noticed that the balance on his account with Starling was wrong as it was much lower than ... (3 pages)View decision -
Decision Reference DRN-6097346
5 Feb 2026 esure Insurance Limited Not upheldInsuranceDRN-6097346 The complaint Mr K complains about esure Insurance Limited’s (esure) handling of a claim on his motor insurance policy. In particular, Mr K is unhappy with the quality of the repair work carried out on his car. Any reference to esure includes the actions of its agents who ac... (2 pages)View decision -
Decision Reference DRN-5886709
5 Feb 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-5886709 The complaint Miss M has complained Metro Bank PLC didn’t correctly manage deposits into her account which she made when she went into her branch. What happened On 12 May 2025 Miss M went into her Metro branch. She had two envelopes with cash to deposit. She doesn’t think th... (2 pages)View decision -
Decision Reference DRN-6127418
5 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6127418 Complaint Mr M is unhappy that Monzo Bank Ltd didn’t reimburse him after he reported falling victim to a scam. Background In late 2020, Mr M was the victim of an investment scam. He had come across an investment opportunity online. He made contact with the company and was p... (2 pages)View decision -
Decision Reference DRN-6131055
5 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6131055 The complaint Mr W complains that Santander UK Plc won’t reimburse money he says was lost to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Mr W employed the services of a contractor, who I wi... (6 pages)View decision -
Decision Reference DRN-6133141
5 Feb 2026 MBNA Limited Not upheldBanking and PaymentsDRN-6133141 The complaint Mr H is unhappy that MBNA Limited didn’t highlight their monthly minimum payment requirements to him. What happened Mr H successfully applied for an MBNA credit card on 29 June 2025 and accepted the credit agreement electronically, including confirming that he ... (3 pages)View decision -
Decision Reference DRN-5198331
5 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5198331 The complaint Ms K complains Revolut Ltd (“Revolut”) hasn’t refunded funds she lost as the result of a scam. Ms K has referred her complaint to us via a professional representative, for ease of reading this decision I will refer to Ms K for the most part. What happened Both... (3 pages)View decision -
Decision Reference DRN-6002682
5 Feb 2026 Acromas Insurance Company Limited Not upheldInsuranceDRN-6002682 The complaint Ms B has complained about the service she experienced from Acromas Insurance Company Limited (Acromas) following her request for roadside assistance while abroad. What happened The circumstances of this case are known to both parties, but in summary Ms B has a ... (3 pages)View decision -
Decision Reference DRN-5885981
5 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5885981 The complaint Mr B has complained Lloyds Bank PLC closed his accounts, and although they provided two months’ notice, he was unable to use his account immediately. This means he’s been unable to get the return on investments he’s made as these payments must go to the account... (2 pages)View decision -
Decision Reference DRN-5848826
5 Feb 2026 VERTU FIRST INVESTMENTS LIMITED Not upheldInsuranceDRN-5848826 The complaint Mr G complains that Vertu First Investments Limited trading as Vertu Motors (“Vertu Motors”) didn’t take out a Guaranteed Asset Protection (“GAP”) insurance policy for him. What happened What Mr G told us: Mr G says, at the time of buying a new car from Vertu ... (3 pages)View decision