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-5840653
25 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5840653 The complaint Mrs A and Mr A complain Aviva Insurance Limited unfairly declined a claim made on their legal expenses insurance (LEI) policy. Any reference to Aviva includes the actions of its agents and claims handlers acting on its behalf. Because Mrs A is the policyholder ... (4 pages)View decision -
Decision Reference DRN-5667023
25 Sep 2025 FirstRand Bank Limited Not upheldConsumer CreditDRN-5667023 The complaint Ms C, who is represented by a third party, complains that FirstRand Bank Limited, trading as MotoNovo Finance Limited (‘MotoNovo’) irresponsibly granted her a car finance agreement she couldn’t afford to repay. What happened In April 2019, Ms C acquired a used... (3 pages)View decision -
Decision Reference DRN-5732450
25 Sep 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5732450 The complaint Mr M has complained that The Royal Bank of Scotland Plc “RBS” did not deal with his request for help when two car rental companies put payments through his account. What happened The circumstances leading up to this claim aren’t disputed so I’ve only briefly s... (4 pages)View decision -
Decision Reference DRN-5604401
25 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5604401 The complaint Mr A, on behalf of his limited company, M, complains that Monzo Bank Ltd has not refunded money he lost to what he believes was a scam. What happened M entered into a “dropshipping” agreement with a company which I’ll refer to as ‘X’. An initial deposit was pa... (3 pages)View decision -
Decision Reference DRN-5604389
25 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5604389 The complaint Mr A and Mrs S have complained that Barclays Bank UK PLC did not reimburse the £13,000 they say they lost to a scam. What happened Mr A and Mrs S entered into a “dropshipping” agreement with a company which I’ll refer to as ‘X’. They agreed to pay X £13,000 as... (3 pages)View decision -
Decision Reference DRN-5804935
25 Sep 2025 Cornish Mutual Assurance Company Limited Not upheldInsuranceDRN-5804935 The complaint Mr and Mrs M have complained that Cornish Mutual Assurance Company Limited (CMA) unfairly declined a claim for malicious damage under their let property owners policy. What happened Mr and Mrs M have had an ongoing dispute with the owner of an adjoining propert... (2 pages)View decision -
Decision Reference DRN-5836542
25 Sep 2025 Currency Matters Limited UpheldBanking and PaymentsDRN-5836542 The complaint Mr B complains about the service received from Currency Matters Limited (“CML”) when he instructed it to convert and transfer to him $100,000 USD into GBP but the payment has never been received resulting in significant financial hardship for him. What happened... (3 pages)View decision -
Decision Reference DRN-5771849
25 Sep 2025 ZILCH TECHNOLOGY LIMITED Not upheldBanking and PaymentsDRN-5771849 The complaint Mr T has complained Zilch Technology Limited, trading as Zilch won’t refund him for transactions made using his credit facility. What happened Mr T has recently been suffering from ill health and was upset to discover what he felt was significant fraud on his Z... (2 pages)View decision -
Decision Reference DRN-5623066
25 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5623066 The complaint Mr and Mrs M are unhappy that Santander UK Plc won’t reimburse them after they fell victim to a scam. What happened Mrs M was introduced to an investment opportunity with a company I will call ‘S’ by her father. He had done his own research into S and had rece... (6 pages)View decision -
Decision Reference DRN-5820206
25 Sep 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5820206 The complaint Mr and Mrs B’s complaint is, in essence, that Shawbrook Bank Limited acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding again... (8 pages)View decision