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-5710904
31 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5710904 The complaint Miss S has complained that Bank of Scotland plc trading as Halifax won’t refund money, she says she 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 ... (2 pages)View decision -
Decision Reference DRN-5641326
31 Jul 2025 The Royal Bank of Scotland Plc UpheldConsumer CreditDRN-5641326 The complaint Mr M complains that The Royal Bank of Scotland Plc (“RBS”) took an additional loan repayment which impacted his other direct debits. What happened Mr M says he requested for his monthly repayment date to be changed after he got a new position. He says RBS subs... (3 pages)View decision -
Decision Reference DRN-5151259
31 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5151259 The complaint Mrs S complains that Monzo Bank Ltd won’t reimburse her loss after she was defrauded. What happened As the circumstances of the complaint are well-known to both parties, I have summarised them briefly below. In late 2022, Mrs S found an investment opportunity v... (3 pages)View decision -
Decision Reference DRN-5652278
31 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5652278 The complaint Mr and Mrs S complain that Santander UK Plc won’t refund money they say they lost to an investment scam. Mr and Mrs S are being supported in making their complaint by a representative. But for ease, I’ll only refer to Mr and Mrs S in this decision. What happene... (5 pages)View decision -
Decision Reference DRN-5292947
31 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5292947 The complaint Miss D complains that Barclays Bank UK PLC (“Barclays”), have failed to refund money that she lost as part of an investment scam. What happened Miss D came across a company that purported to be a trading advice service, but she says it was actually a scammer th... (3 pages)View decision -
Decision Reference DRN-5498581
31 Jul 2025 British Friendly Society Limited Not upheldInsuranceDRN-5498581 The complaint Miss M is unhappy with how her claim on her income protection policy was handled by British Friendly Society Limited. What happened Miss M has an income protection policy underwritten by British Friendly Society Limited with a deferred period of one week. In ... (3 pages)View decision -
Decision Reference DRN-5549147
31 Jul 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5549147 The complaint Mrs E complained about First Central Underwriting Limited’s (“First Central”) handling of her claim following the theft of her car, under her motor insurance policy. What happened Mrs E’s car was stolen on 28 November 2024, and so she contacted First Central to... (3 pages)View decision -
Decision Reference DRN-5688585
31 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5688585 The complaint Ms N complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”), have failed to refund money that she lost as part of a scam. What happened Ms N met a person online. After a few months this person who I will call C persuaded Ms N using a number... (2 pages)View decision -
Decision Reference DRN-5363569
31 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5363569 The complaint Mr B is unhappy with Nationwide Building Society’s (Nationwide) handling of his refund claims. What happened Mr B purchased two mobile phones and two chargers on 16 November 2024 from a supplier I shall call D using his Nationwide debit card. He said these wer... (5 pages)View decision -
Decision Reference DRN-5142925
31 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5142925 The complaint Miss C complains that Monzo Bank Ltd (“Monzo”) won’t refund the money she lost when she was the victim of blackmail. Miss C brings her complaint with the assistance of a family member. For ease of reading within this final decision, I will refer solely to Miss... (5 pages)View decision