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 393318 results
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Decision Reference DRN-5054220
15 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5054220 The complaint Mr K is unhappy that Santander UK Plc (Santander) won’t refund payments he made because of a cryptocurrency based, investment scam. What happened In 2023, Mr K was a victim of a cryptocurrency based, investment scam which involved 5 payments over around 2 week... (5 pages)View decision -
Decision Reference DRN-5695722
15 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5695722 The complaint Mr H complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car (”the car”) made by a large car-maker. Mr H acquired... (3 pages)View decision -
Decision Reference DRN-5332924
15 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5332924 The complaint Miss M complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened In December 2024, Miss M received a text message asking if she was interested in a potential job. She replied that she was interested and was ... (3 pages)View decision -
Decision Reference DRN-5332930
15 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5332930 The complaint Miss M complains that Santander UK Plc won’t refund the money she lost when she was the victim of a scam. What happened In December 2024, Miss M received a text message asking if she was interested in a potential job. She replied that she was interested and wa... (3 pages)View decision -
Decision Reference DRN-5083950
15 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5083950 The complaint Mr V complains that Santander UK Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In or before September 2021, Mr V came across an advert on a social media website for a company offering investments in artwor... (4 pages)View decision -
Decision Reference DRN-5721337
15 Aug 2025 The Prudential Assurance Company Limited UpheldInvestmentsDRN-5721337 The complaint Mr B’s complaint is about a mortgage endowment policy he had with The Prudential Assurance Company Limited. His complaint points are: • that due to and administrative mistake by Prudential, his policy lost its qualifying status and so created a tax liability f... (4 pages)View decision -
Decision Reference DRN-5072352
14 Aug 2025 eToro (UK) Ltd Not upheldInvestmentsDRN-5072352 The complaint Mr S complains the copy trading feature of his eToro (UK) Ltd (“eToro”) account didn’t work as expected when copying a portfolio that used leverage. This includes the rebalancing that took place after he followed eToro’s prompts to add funds to his copy portfol... (5 pages)View decision -
Decision Reference DRN-5684725
14 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5684725 The complaint Miss F complains Santander UK Plc didn’t take her complaint about one of its manager’s seriously enough and that he called the police on her and behaved unprofessionally. What happened Miss F used to have several accounts with Santander. She also has clients wh... (2 pages)View decision -
Decision Reference DRN-5614078
14 Aug 2025 First Central Underwriting Limited UpheldInsuranceDRN-5614078 The complaint Mr S complains that 1st Central Underwriting Limited declined a claim on his motor insurance. What happened Mr S had a 1st Central motor insurance policy, originally taken out in June 2021. In October 2024 he was involved in an accident. He reported this to 1 s... (3 pages)View decision -
Decision Reference DRN-5706664
14 Aug 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5706664 The complaint Mrs W complains that a car supplied to her under a hire purchase agreement with MotoNovo Finance Limited (“MotoNovo”) was of an unsatisfactory quality. When I refer to what Mrs W has said and what MotoNovo has said, it should also be taken to include things sa... (4 pages)View decision