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-5812852
12 Sep 2025 Oakleafe Group Limited UpheldInsuranceDRN-5812852 The complaint Mr and Mrs P have complained about their loss assessing company Oakleafe Group Limited, they are unhappy with how it dealt with a claim on their behalf. They report poor communication, withholding of funds and poor work. What happened There was a fire at Mr an... (6 pages)View decision -
Decision Reference DRN-5267160
12 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5267160 The complaint Mr B complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost to a scam. He’s being represented. To keep things simple, I’ll refer to Mr B throughout this decision. What happened The background is known to both parties, so I won’t repeat all the d... (2 pages)View decision -
Decision Reference DRN-5813149
12 Sep 2025 Alwyn Insurance Company Limited UpheldInsuranceDRN-5813149 The complaint Mr and Mrs J have complained about their home emergency insurer Alwyn Insurance Company Limited, regarding the service they received when reporting an emergency. What happened Mr J called Alwyn on 20 August 2024, a Saturday, to report a leak. He was told his c... (3 pages)View decision -
Decision Reference DRN-5813360
12 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5813360 The complaint Mrs M complains that Revolut Ltd won’t refund the money she lost when she was the victim of a scam. What happened In April 2024, Mrs M received a phone call from someone who said they worked for another bank she held an account with and had detected a potentia... (4 pages)View decision -
Decision Reference DRN-5813356
12 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5813356 The complaint Mrs M complains that HSBC UK Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened In April 2024, Mrs M received a phone call from someone who said they worked for HSBC and had detected a potentially unauthorised payment on ... (5 pages)View decision -
Decision Reference DRN-5309683
12 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5309683 The complaint Mr and Mrs P complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY won’t refund the money they lost when they were the victims of what they feel was a scam. What happened In December 2023, Mr P saw an advert on an online marketplace selling a movie st... (3 pages)View decision -
Decision Reference DRN-5705021
12 Sep 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5705021 Complaint Miss P complains that Oodle Financial Services Limited (trading as “Oodle” Car Finance) unfairly entered into a hire-purchase agreement with her. She’s said that it wasn’t properly checked whether she could make the repayments to this agreement, which were unafford... (3 pages)View decision -
Decision Reference DRN-5693717
12 Sep 2025 FirstRand Bank Limited Not upheldConsumer CreditDRN-5693717 Complaint Mr G complains that FirstRand Bank Limited (trading as “MotoNovo Finance”) unfairly entered into a hire-purchase agreement with him. He’s said that the finance was unaffordable and this resulted in him being unable to meet his commitments going forward, without bor... (5 pages)View decision -
Decision Reference DRN-5661660
11 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5661660 The complaint Mr K complains that Wise Payments Limited (Wise) won’t refund the money he lost in a job scam. Mr K is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is well known to both par... (6 pages)View decision -
Decision Reference DRN-5745542
11 Sep 2025 Zurich Insurance PLC Not upheldInsuranceDRN-5745542 The complaint Mrs D complains about that Zurich Insurance Plc withheld insurance funds following a claim on her motor insurance. What happened Mrs D had motor insurance with Zurich for a car she leased. In August 2023 she was involved in a road accident. She reported this to... (4 pages)View decision