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-5667743
4 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5667743 The complaint X complains that Revolut Ltd failed to manage a chargeback properly. What happened While abroad X booked a flight home using an online site paying with his Revolut account. When he got to the airport he was faced with having to pay an additional amount. He didn... (2 pages)View decision -
Decision Reference DRN-5704671
4 Sep 2025 Interactive Investor Services Limited Not upheldInvestmentsDRN-5704671 The complaint Mr C complains Interactive Investor Services Limited provided misleading information about the position of his trading account. What happened Mr C trades online with Interactive. In late October 2024 he sold a number of the assets he held in his account with t... (3 pages)View decision -
Decision Reference DRN-5241109
4 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5241109 The complaint Ms H complains that Monzo Bank Ltd (“Monzo”) won’t refund her two payments made from her current account as the result of a scam. What happened In July 2024, Ms H made two payments amounting to £525 to someone she believed to be a travel agent. However, when th... (2 pages)View decision -
Decision Reference DRN-5591815
4 Sep 2025 Bilderlings Pay Limited Not upheldBanking and PaymentsDRN-5591815 The complaint Mr D complains that Bilderlings Pay Limited (trading as Bilderlings) has withheld €546 after it closed his account. What happened Mr D had an account with Bilderlings. But Mr D has been added to the US Treasury Department’s Office of Foreign Assets Control (OFA... (2 pages)View decision -
Decision Reference DRN-4570415
4 Sep 2025 Phoenix Life CA Limited Not upheldInsuranceDRN-4570415 The complaint Mr and Mrs U complain about Phoenix Life CA Limited’s administration of their reviewable whole of life policy. They say they haven’t been treated fairly and there have been failings in how the premium increases have been applied. What happened In 1984, Mr and ... (5 pages)View decision -
Decision Reference DRN-5692627
4 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5692627 The complaint Mr S complains on behalf of Mrs S about how U K Insurance Limited trading as Churchill (“Churchill”) handled a claim under her car insurance policy. For ease, I’ll refer to Mr S throughout as he’s been the primary point of contact. What happened Mr S had a moto... (3 pages)View decision -
Decision Reference DRN-5395127
4 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5395127 The complaint Mr F has complained that Revolut Ltd won’t refund money he says he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. Wh... (2 pages)View decision -
Decision Reference DRN-5698762
4 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5698762 The complaint Miss A complains that Santander UK Plc won’t reimburse a loss she suffered after she was a victim of fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In late 2021, Miss A came acro... (4 pages)View decision -
Decision Reference DRN-5796495
4 Sep 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5796495 The complaint Mr and Mrs D complain about Red Sands Insurance Company (Europe) Limited’s (‘Red Sands’) handling of a claim made on their home insurance policy. Except where otherwise stated, references to Red Sands include its agents. What happened Both parties will be fam... (18 pages)View decision -
Decision Reference DRN-5546612
4 Sep 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5546612 The complaint Miss M complains that a car supplied to her under a hire purchase agreement with STARTLINE MOTOR FINANCE LIMITED (SMF) is of unsatisfactory quality. What happened In December 2023, Miss M entered into a hire purchase agreement with SMF to acquire a used car. T... (3 pages)View decision