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 374385 results
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Decision Reference DRN-5498605
12 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5498605 The complaint Miss H complains that Monzo Bank Ltd won’t refund the money she lost when she fell victim to a job 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 of the key events her... (5 pages)View decision -
Decision Reference DRN-5528296
12 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5528296 The complaint Mr M has complained that Santander UK Plc won’t refund the money he lost after falling victim to a scam. What happened In late 2023, Mr M was texted out of the blue by a scammer, who pretended to have accidentally messaged the wrong number. The scammer continue... (2 pages)View decision -
Decision Reference DRN-5245656
12 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5245656 The complaint Mr M has complained that Bank of Scotland plc (trading as Halifax) won’t refund the money he lost after falling victim to a scam. What happened In late 2023, Mr M was texted out of the blue by a scammer, who pretended to have accidentally messaged the wrong num... (3 pages)View decision -
Decision Reference DRN-5588730
12 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5588730 The complaint Ms M complains that Nationwide Building Society (Nationwide) won’t provide her with a full refund after she fell victim to a job scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a very brief ove... (5 pages)View decision -
Decision Reference DRN-5697982
12 Aug 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5697982 The complaint Mr G complains that Aviva Life and Pensions UK Limited caused delays in the processing of his request to take his pension as a small pot payment, and by doing so caused him a tax liability that he would not otherwise have had. What happened In February 2025, M... (4 pages)View decision -
Decision Reference DRN-5736565
12 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5736565 The complaint Mr H complains about a claim he made to AMERICAN EXPRESS SERVICES EUROPE LIMITED (Amex) in respect of a faulty television. What happened In June 2023, £399 was paid using an Amex credit card to purchase a television. The purchase was made by Mr H’s wife, using ... (3 pages)View decision -
Decision Reference DRN-5565531
12 Aug 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5565531 The complaint Mr I has complained that Assurant General Insurance Limited (Assurant) unfairly declined a claim under his mobile phone policy. What happened Mr I contacted Assurant to make a claim for a lost phone. Assurant considered the claim and declined it. It said Mr I ... (2 pages)View decision -
Decision Reference DRN-5736287
12 Aug 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5736287 The complaint Miss W complains that Loans 2 Go Limited (“L2G”) irresponsibly provided her with a loan. What happened In November 2024, Miss W borrowed £1,000 from L2G; the money was to be repaid over a term of 24 months, with monthly repayments of £67.27. Shortly after tak... (3 pages)View decision -
Decision Reference DRN-5652725
12 Aug 2025 AWP P&C S.A. Not upheldInsuranceDRN-5652725 The complaint Ms A complains that AWP P&C S.A declined a claim on her motor warranty. What happened Ms A had a motor warranty, but she didn’t realise it had expired in mid-August 2024. In mid-October 2024, her car broke down. It was taken to a garage who replaced a senso... (3 pages)View decision -
Decision Reference DRN-5750912
12 Aug 2025 The Co-operative Bank Plc Not upheldMortgagesDRN-5750912 The complaint Mr B complains that The Co-operative Bank Plc trading as Britannia acted unfairly and in breach of mortgage regulations and court protocols when it took action for possession. Mr B asks that Britannia stops legal action and refunds any related fees applied to t... (5 pages)View decision
