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-5297014
12 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5297014 The complaint Mr B has complained that Santander UK Plc won’t refund money he lost to an investment scam. What happened Mr B has said he was unexpectedly added to a group on a messaging application, which was a discussion regarding investments. Mr B has said the member in t... (3 pages)View decision -
Decision Reference DRN-5778874
12 Sep 2025 Lisburn Credit Union Limited Not upheldBanking and PaymentsDRN-5778874 The complaint The estate of Ms M complains Lisburn Credit Union Limited mishandled Ms M’s account in various ways. What happened Ms M was a member of Lisburn Credit Union. In 2000 Ms M made a nomination saying that her savings should be paid to her brother and sisters on her... (2 pages)View decision -
Decision Reference DRN-5487185
12 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5487185 The complaint Mr S is unhappy HSBC UK Bank PLC will not refund the money that he lost as the result of an authorised push payment (APP) scam. Mr S brought his complaint to this service through a representative. For ease of reading I will refer solely to Mr S in this decision... (3 pages)View decision -
Decision Reference DRN-5188573
12 Sep 2025 Modulr FS Limited Not upheldBanking and PaymentsDRN-5188573 The complaint Miss C complains that Modulr FS Limited (“Modulr”) is holding her responsible for transactions totalling £299.97 which she says she didn’t authorise. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here... (2 pages)View decision -
Decision Reference DRN-5631835
12 Sep 2025 Chubb European Group SE UpheldInsuranceDRN-5631835 The complaint Mr S has complained after Chubb European Group SE (Chubb) declined a claim he made under his credit card refund protection policy. What happened Mr S has a credit card insurance policy that provided him with refund protection amongst other things. In October 20... (2 pages)View decision -
Decision Reference DRN-5596250
12 Sep 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-5596250 The complaint Mr T complains that Trading 212 UK Limited failed to provide clear, fair and not misleading information regarding an Exchange-Traded Product (“ETP”) he invested in on its platform. What happened Mr T was invested in an ETP held through Trading 212’s platform. O... (3 pages)View decision -
Decision Reference DRN-5668169
12 Sep 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5668169 The complaint Mr M complains that Zurich Insurance Company Limited mishandled a claim on his motor insurance policy. What happened Mr M had a motorhome, first registered in 1992. For the year from 3 February 2024, Mr M renewed a comprehensive policy for the vehicle. The po... (3 pages)View decision -
Decision Reference DRN-5211830
12 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5211830 The complaint Mr S complains that Monzo Bank Ltd (Monzo) didn’t do enough to protect him from financial harm caused by an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some ... (5 pages)View decision -
Decision Reference DRN-5814429
12 Sep 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5814429 The complaint Mr K complains about the quality of a car he acquired under a conditional sale agreement with Moneybarn No. 1 Limited (Moneybarn). When I refer to what Mr K has said and what Moneybarn have said, it should also be taken to include things said on their behalf. ... (6 pages)View decision -
Decision Reference DRN-5800806
12 Sep 2025 Atlanta Insurance Intermediaries Limited UpheldInsuranceDRN-5800806 The complaint Miss H and Mrs H have complained about the way Atlanta Insurance Intermediaries Limited trading as Marmalade have administered Miss H’s telematics motor insurance policy. She is particularly unhappy that it was cancelled. What happened Miss H had a telematics ... (3 pages)View decision