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 401363 results
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Decision Reference DRN-5691013
15 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5691013 The complaint Mr C, via a representative, has complained that Revolut Ltd (“Revolut”) failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here... (3 pages)View decision -
Decision Reference DRN-4511269
15 Dec 2025 Phoenix Life CA Limited UpheldInsuranceDRN-4511269 The complaint The trustees of the L Trust, represented by Mr L, complain about a reviewable whole of life (RWOL) policy the trust holds with Phoenix Life CA Limited. They’re unhappy with the outcome of a policy review held in 2021. For ease of reading I will mainly refer to ... (4 pages)View decision -
Decision Reference DRN-5541864
15 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5541864 The complaint Mr D complains that Monzo Bank Ltd won’t refund unauthorised transactions made from his account. What happened In February 2025 two payments were made from Mr D’s Monzo account totalling £800. My D raised a claim with Monzo for the payments advising that he lef... (2 pages)View decision -
Decision Reference DRN-5644120
15 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5644120 The complaint Mr T is unhappy Monzo won’t refund the money he lost as the result of a scam. What happened Mr T told us: o At the time of the scam, he was unemployed and actively looking for work. o He classes his situation as vulnerable, due to having no income and bills to ... (2 pages)View decision -
Decision Reference DRN-5937609
15 Dec 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5937609 The complaint Mr K complains that the Co-operative Bank Plc (Co-op) delayed closing his current account after he asked them to close it straight away. What happened Mr K opened a new bank account with Co-op in August 2025. During a call with one of Co-op’s complaints handler... (2 pages)View decision -
Decision Reference DRN-6020681
15 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-6020681 The complaint Mr M complains that Santander UK Plc (‘Santander’) won’t refund him the money he lost after he fell victim to an Authorised Push Payment (‘APP’) job task scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it a... (10 pages)View decision -
Decision Reference DRN-5775379
15 Dec 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5775379 The complaint Mr B complains about the balance owed under a hire purchase agreement taken out with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services. What happened In December 2020, Mr B took out a hire purchase agreement with Audi to get a used c... (3 pages)View decision -
Decision Reference DRN-5971293
15 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5971293 The complaint Mr W complains that about Bank of Scotland plc, trading as Halifax, sent an inappropriate email that related to his medical condition, and then denied that it had sent the message. What happened Mr W said Halifax emailed him offering a loan because it could ma... (3 pages)View decision -
Decision Reference DRN-5724949
15 Dec 2025 Lendable Ltd Not upheldConsumer CreditDRN-5724949 The complaint Mr M complains that Lendable Ltd (“Lendable”) provided him with two personal loans, irresponsibly. What happened Lendable provided Mr M with loan 1 in May 2019 for £4,000 with a total amount of £4,956.66 repayable over 18 months. Monthly repayments were around... (5 pages)View decision -
Decision Reference DRN-5960783
15 Dec 2025 Markel International Insurance Company Limited Not upheldInsuranceDRN-5960783 The complaint A limited company, which I will call F, has complained about the rejection of a claim under its commercial legal expenses insurance policy with Markel International Insurance Company Limited trading as Markel Legal Expenses Insurance. Mr R, as director of F, ha... (3 pages)View decision