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 383541 results
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Decision Reference DRN-5434515
5 Apr 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5434515 The complaint Mr D complains that American Express Services Europe Limited (AESEL) wouldn’t issue him with a new card whilst he was out of the country. He’s also unhappy that the AESEL agent he spoke to couldn’t provide clear information about how his card could be received ... (3 pages)View decision -
Decision Reference DRN-5082256
4 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5082256 The complaint Ms H complains about Barclays Bank UK PLC. She says that she has fallen victim to an investment scam and would like Barclays to refund her the money she has lost. What happened Ms H was introduced to a company (which I will call L) offering investment opportu... (3 pages)View decision -
Decision Reference DRN-5082255
4 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5082255 The complaint Ms H complains about Monzo Bank Ltd. She says that she has fallen victim to an investment scam and would like Monzo to refund her the money she has lost. What happened Ms H was introduced to a company (which I will call L) offering investment opportunity with... (3 pages)View decision -
Decision Reference DRN-5158394
4 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5158394 The complaint Mr M complains that Revolut Ltd won’t refund money he lost when he fell victim to a cryptocurrency investment scam. Mr M is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to the parties... (10 pages)View decision -
Decision Reference DRN-5397697
4 Apr 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5397697 The complaint Mr B, who is represented by a third party, complains that Advantage Finance Limited (‘Advantage’) irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In July 2017, Mr B acquired a used car financed by a hire purchase ... (4 pages)View decision -
Decision Reference DRN-5364486
4 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5364486 The complaint Miss A complains that Santander didn’t make reasonable adjustments for her when it introduced its new app. And she complains about issues that arose in the course of making complaints. What happened Miss A complained to Santander in May 2024, having received no... (3 pages)View decision -
Decision Reference DRN-5347014
4 Apr 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5347014 The complaint Miss H has complained that Santander UK Plc (“Santander”) failed to set up Standing Orders for her multiple times. Miss H has also complained about staff members accessing her account without her consent and she says that she is treated poorly by staff when she... (3 pages)View decision -
Decision Reference DRN-5297914
4 Apr 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5297914 The complaint Miss M has complained that her electric appliance insurer, Domestic & General Insurance Plc (‘D&G’), refused to compensate her after her new dishwasher was damaged during its installation. What happened I issued a provisional decision on this complaint... (6 pages)View decision -
Decision Reference DRN-4716906
4 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4716906 The complaint Miss O complains that Revolut Ltd has declined to refund payments she says she didn’t make or allow anyone else to make. What happened The facts are well-known to both parties, so I’ll summarise them briefly. In November 2023, Miss O received a call from a scam... (3 pages)View decision -
Decision Reference DRN-5348819
4 Apr 2025 Ageas Insurance Limited UpheldInsuranceDRN-5348819 The complaint Mr and Mrs C complain about delays and poor communication from Ageas Insurance Limited (‘Ageas’) after making a claim on their home insurance policy. References to Ageas include agents who were acting on its behalf. What happened Both parties will be familiar... (5 pages)View decision
