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-5253926
25 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5253926 The complaint Mr C complains Santander UK Plc won’t refund money he lost when he fell victim to an investment scam. In bringing this complaint Mr C is supported by a professional representative, but for ease of reading I will refer solely to Mr C in this decision. Background... (4 pages)View decision -
Decision Reference DRN-5746143
25 Sep 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5746143 The complaint Ms D complains about how Haven Insurance Company Limited handled a third-party claim on her motor insurance. What happened Ms D had a Haven car insurance policy. In January 2024, she was involved in an accident. Ms D told Haven the third party “had come to an a... (2 pages)View decision -
Decision Reference DRN-5481271
25 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5481271 THE COMPLAINT Mr C complains Revolut Ltd (“Revolut”) will not reimburse him money he says he lost when he fell victim to a scam. Mr C is represented by CEL Solicitors (“CEL”) in this matter. However, where appropriate, I will refer to Mr C solely in this decision for ease ... (5 pages)View decision -
Decision Reference DRN-5307578
25 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5307578 The complaint Mr C complains Santander UK Plc won’t refund money he lost when he fell victim to an investment scam. In bringing this complaint Mr C is supported by a professional representative, but for ease of reading I will refer solely to Mr C in this decision. Background... (4 pages)View decision -
Decision Reference DRN-5253497
25 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5253497 The complaint Mr C complains Santander UK Plc won’t refund money he lost when he fell victim to an investment scam. In bringing this complaint Mr C is supported by a professional representative, but for ease of reading I will refer solely to Mr C in this decision. Backgrou... (4 pages)View decision -
Decision Reference DRN-5253482
25 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5253482 The complaint Mr C complains Santander UK Plc won’t refund money he lost when he fell victim to an investment scam. In bringing this complaint Mr C is supported by a professional representative, but for ease of reading I will refer solely to Mr C in this decision. Backgrou... (4 pages)View decision -
Decision Reference DRN-5795011
25 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5795011 The complaint Mr C complains Lloyds Bank PLC (“Lloyds”) refuses to refund him for a transaction he says shouldn’t have debited his account and for providing poor customer service during the account handling process. What happened In summary, Mr C brought a complaint to Lloyd... (2 pages)View decision -
Decision Reference DRN-5654452
25 Sep 2025 ACI-UK LIMITED UpheldConsumer CreditDRN-5654452 The complaint Mr B complains ACI-UK Limited threatened a home visit for a debt which he was disputing but they’d ignored his complaint. What happened ACI say Mr B had an account with a bank, and the account was sold to a debt purchaser (DP). DP asked ACI to collect the debt o... (2 pages)View decision -
Decision Reference DRN-5717089
25 Sep 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5717089 The complaint Mr D complains about a balance owed under a hire purchase agreement with Advantage Finance Ltd. Throughout his complaint, a third party has represented Mr D. But for ease, I’ll just refer to Mr D. What happened In April 2022, Mr D took out a hire purchase agree... (4 pages)View decision -
Decision Reference DRN-5408660
25 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5408660 The complaint Miss H is complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. She’s also concerned about the way her complaint was handled and the service she received from Revolut while it was being considered. What happened Sadly,... (4 pages)View decision