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-5681360
15 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5681360 The complaint Mr S complain Santander UK Plc will not reimburse funds he lost to a scam. Mr S is represented by a firm, but for ease I have only referred to him in this decision. What happened The details of this complaint are well known to both parties so I won’t repeat it ... (4 pages)View decision -
Decision Reference DRN-5920411
15 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5920411 Complaint Ms K is unhappy that Revolut Ltd didn’t reimburse her after she reported falling victim to a scam. Background In 2023, Ms K fell victim to an investment scam. She responded to an online advertisement for an investment firm that appeared to be endorsed by a well-kno... (3 pages)View decision -
Decision Reference DRN-6020653
15 Dec 2025 esure Insurance Limited UpheldInsuranceDRN-6020653 The complaint Mr Y and Mrs Y have complained about the cash settlement offered by esure Insurance Limited (esure) to settle a claim under their home insurance policy. References to esure include companies acting on its behalf. What happened Mr Y and Mrs Y made a claim for ... (5 pages)View decision -
Decision Reference DRN-6020491
15 Dec 2025 Handelsbanken plc Not upheldMortgagesDRN-6020491 The complaint Mr and Mrs S complain about secured loans they hold with Handelsbanken plc. They believe these loans should have been treated as regulated mortgage contracts and Handelsbanken is in breach of its regulatory obligations by not providing the facilities in a manne... (10 pages)View decision -
Decision Reference DRN-5920384
15 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5920384 Complaint Ms K is unhappy that Bank of Scotland plc (trading as Halifax) didn’t reimburse her after she reported falling victim to a scam. Background In 2023, Ms K fell victim to an investment scam. She responded to an online advertisement for an investment firm that appear... (3 pages)View decision -
Decision Reference DRN-5912429
15 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5912429 The complaint Mrs T complains that she lost funds through an investment scam and that her bank, Barclays Bank UK PLC has decided not to refund her losses. Mrs T is professionally represented in bringing her complaint to our service, but for ease of reading I’ll refer to all ... (4 pages)View decision -
Decision Reference DRN-5899309
15 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5899309 The complaint X complains that Revolut Ltd won’t refund money he lost when he fell victim to a scam. A representative who I will call “W” complains on behalf of X, however for ease, I will refer to X throughout. What happened The background of this complaint is well known to... (3 pages)View decision -
Decision Reference DRN-6020421
15 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6020421 The complaint Mr W complains that Monzo Bank Ltd (‘Monzo’) won’t refund him the money he lost after he fell victim to an Authorised Push Payment (‘APP’) scam. In bringing his complaint to this service Mr W is represented. What happened I issued a provisional decision for t... (6 pages)View decision -
Decision Reference DRN-5839835
15 Dec 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5839835 The complaint Mr Y complains about the quality of a car he acquired under a hire purchase agreement with Blue Motor Finance Ltd trading as Blue Motor Finance (BMF). When I refer to what Mr Y and/or BMF have said or did, it should also be taken to include things said or done... (4 pages)View decision -
Decision Reference DRN-6019691
15 Dec 2025 First Complete Limited Not upheldMortgagesDRN-6019691 The complaint Miss G and Mr M have complained about the service they received from First Complete Limited trading as PRIMIS Mortgage Network in respect of their mortgage. They’ve said PRIMIS failed to ensure their new mortgage product was put in place which meant, when their... (5 pages)View decision