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-5190387
28 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5190387 Complaint Mr M is unhappy that Santander UK Plc didn't reimburse him after he reported falling victim to a scam. Background Mr M wanted to support members of his family who were seeking to relocate to the UK on work visas. To assist them, he made payments to three diffe... (3 pages)View decision -
Decision Reference DRN-5288940
28 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5288940 The complaint Mr M is unhappy Wise Payments Limited won’t refund a payment he says he made as part of a scam. What happened Mr M says a friend he’d known for a long time, that lived abroad, said he had advanced cancer. To help facilitate what could be a final meet up, Mr M s... (3 pages)View decision -
Decision Reference DRN-5782564
28 Aug 2025 Ageas Insurance Limited UpheldInsuranceDRN-5782564 The complaint Mrs S complains about how Ageas Insurance Limited (‘Ageas) handled an escape of water claim she made under her home insurance policy. Mrs S has been represented throughout this claim and complaint, however, for ease of reading, I will refer to all actions take... (5 pages)View decision -
Decision Reference DRN-5288933
28 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5288933 The complaint Mr M is unhappy Monzo Bank Ltd won’t refund a payment he says he made as part of a scam. What happened On 14 September 2024 Mr M made an international payment for £602 using a money transfer service, I’ll call “W”, and funded the transaction using his Monzo acc... (3 pages)View decision -
Decision Reference DRN-5626170
28 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5626170 The complaint Mr C complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (AESEL) closed his credit card account without notifying him. What happened On 24 October 2024, AESEL closed Mr C’s credit card account due to inactivity. It sent him notification of this in a statem... (3 pages)View decision -
Decision Reference DRN-5336211
28 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5336211 The complaint Miss O complains that Monzo Bank Ltd closed her account without notice and without explaining its reasons for doing so. What happened Miss O had held an account with Monzo since March 2021. On 14 November 2024 Monzo contacted her to say that it would be closing... (2 pages)View decision -
Decision Reference DRN-5499418
28 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5499418 The complaint Mr and Mrs T complain Nationwide Building Society won’t reimburse £41,000 they lost to an investment opportunity that they now consider to be an Authorised Push Payment (APP) scam. In bringing his complaint, Mr and Mrs T have used the services of a professional... (8 pages)View decision -
Decision Reference DRN-5754621
28 Aug 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5754621 The complaint Mr C and Mrs C complain about Admiral Insurance (Gibraltar) Limited’s handling of a claim on their motor insurance policy. Mr C has taken the lead in dealing with Admiral and bringing the complaint. But as Mrs C is the main policyholder and was driving at the t... (3 pages)View decision -
Decision Reference DRN-5403914
28 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5403914 The complaint Mr R complains that Nationwide Building Society has not refunded the money he lost to what he believes was a scam. What happened In 2020 Mr R invested in a business involved in renewable energy, which I’ll call P. Mr R met a representative of P in person and w... (3 pages)View decision -
Decision Reference DRN-5625259
28 Aug 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5625259 The complaint Mr T and Mrs T complain about the quality of service from their insurer, Admiral Insurance (Gibraltar) Limited (Admiral), under the breakdown cover section of their motor insurance policy in respect of a breakdown to their vehicle while they were on holiday. Ad... (5 pages)View decision