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-5353792
21 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5353792 The complaint Mr S complains Revolut Ltd (“Revolut”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Mr S disputed ov... (2 pages)View decision -
Decision Reference DRN-5353338
21 Aug 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5353338 The complaint Ms F complains Wise Payments Limited didn’t do more to help her after she was defrauded. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In July 2023, Ms F received an unexpected message... (5 pages)View decision -
Decision Reference DRN-5717033
21 Aug 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5717033 The complaint Miss S complains that a car that was supplied to her under a hire purchase agreement with MotoNovo Finance Limited wasn’t of satisfactory quality. Miss S’s partner is also involved in her complaint. What happened A used car was supplied to Miss S under a hire p... (2 pages)View decision -
Decision Reference DRN-5649084
21 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5649084 The complaint Mr M complains that Revolut Ltd won’t refund him the money he lost in a work-tasks scam. Mr M is being represented by a professional representative, but for ease of reading I’ll just refer to Mr M. What happened Mr M says he was introduced to a work tasks oppor... (3 pages)View decision -
Decision Reference DRN-5598308
21 Aug 2025 Santander UK Plc Not upheldMortgagesDRN-5598308 The complaint Mr R complains that Santander delayed the transfer of the mortgage money to buy his new house. Mr R understood that the money had been transferred to his solicitor, but Santander later told him that it was withheld whilst it made further checks. What happened ... (2 pages)View decision -
Decision Reference DRN-5768323
21 Aug 2025 Mortgage Agency Services Number Five Limited Not upheldMortgagesDRN-5768323 The complaint Ms F complains that Mortgage Agency Services Number Five Limited (MAS5) charged an unfairly high rate of interest on her mortgage and hasn’t properly compensated her for it. What happened Ms F took out her mortgage with GMAC-RFC Limited in 2006. It was later tr... (3 pages)View decision -
Decision Reference DRN-5561263
21 Aug 2025 Scottish Widows Limited Not upheldInsuranceDRN-5561263 The complaint Mr K complains that Scottish Widows Limited hasn’t paid him terminal illness benefit under two term assurance policies. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the key ev... (3 pages)View decision -
Decision Reference DRN-5616815
21 Aug 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5616815 The complaint Mr D complains that Metro Bank Ltd won’t refund or recover the money he lost when he was the victim of a scam. What happened In March 2024 Mr D booked return flights for his family through a travel agent which I’ll call T, the flights were with British Airways... (3 pages)View decision -
Decision Reference DRN-5768601
21 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5768601 The complaint Mr B is being represented by a member of his family. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. To keep things simpler, I’ll refer to all submissions from Mr B and his representative as if they came from... (7 pages)View decision -
Decision Reference DRN-5768559
21 Aug 2025 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-5768559 The complaint Mr B is being represented by a member of his family. He’s complaining about Brent Shrine Credit Union Limited trading as My Community Bank (MCB) because it declined to write off a loan that he says was taken out by fraudsters on his behalf and without his knowl... (6 pages)View decision