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
-
Decision Reference DRN-5791816
11 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5791816 The complaint Mr E complained about the actions taken by Monzo Bank Ltd when it blocked a payment he wanted to make. What happened In April 2025, Mr E tried to transfer an amount from his account to pay his credit card. Monzo flagged the payment for further security checks ... (4 pages)View decision -
Decision Reference DRN-5597519
11 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5597519 The complaint Mrs B complains that Revolut Ltd has declined to reimburse a payment she says she didn’t authorise. What happened Mrs B’s husband spoke to a scammer in March 2024 before passing the phone to Mrs B. The scammer convinced them the funds in their joint account wer... (3 pages)View decision -
Decision Reference DRN-5401876
11 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5401876 The complaint Mr B complains that Revolut Ltd has declined to reimburse a payment he says he didn’t authorise. What happened In March 2024, Mr B received a call from a scammer impersonating Revolut. He was convinced they were working with his other banking provider and that ... (3 pages)View decision -
Decision Reference DRN-5690513
11 Sep 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5690513 The complaint Mr and Mrs H complain about how Inter Partner Assistance SA (“IPA”) handled a claim under their travel insurance policy, and the information it gave them. What happened Mr and Mrs H are covered by a travel insurance policy provided by IPA. They had a trip book... (2 pages)View decision -
Decision Reference DRN-5686818
11 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5686818 The complaint Mr L is unhappy that Barclays Bank UK PLC failed to locate an account he remembers depositing funds into to save for his son. What happened Mr L contacted Barclays to retrieve account information and funds for an account he remembers depositing money into. He s... (2 pages)View decision -
Decision Reference DRN-5796222
11 Sep 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5796222 The complaint Mrs B has complained that her travel insurer, Red Sands Insurance Company (Europe) Limited (Red Sands’), turned down a claim she made on her policy. What happened Mrs B was due to travel abroad on 17 November 2024 but a few days earlier she decided to cancel d... (4 pages)View decision -
Decision Reference DRN-5500591
11 Sep 2025 Wave Lending Limited Not upheldMortgagesDRN-5500591 The complaint Mr and Mrs R complain that Wave Lending Limited did not provide a copy of a valuation report when they took out a buy-to-let mortgage. What happened In 2007, Mr and Mrs R took out an interest only buy-to-let mortgage with Wave. The loan was for £161,500 plus fe... (3 pages)View decision -
Decision Reference DRN-5812447
11 Sep 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5812447 The complaint Miss B complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to her. What happened Miss B was approved for a Virgin Money credit card in April 2016 (which I will refer to as A in this decision), with a £4,300 credit limit. The credit lim... (6 pages)View decision -
Decision Reference DRN-5710363
11 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5710363 The complaint Mr M complains Revolut Ltd won’t refund money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both parties, I understand it to b... (3 pages)View decision -
Decision Reference DRN-5765382
11 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5765382 The complaint Mr Z has complained that TSB Bank plc didn’t provide adequate compensation after mistakenly applying a fraud-related marker to his record. What happened In March 2024 TSB closed Mr Z’s personal account with them. They believed the account had been opened with f... (2 pages)View decision