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 401363 results
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Decision Reference DRN-5484994
9 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5484994 The complaint Mr M, a sole trader, is unhappy that Santander UK Plc defaulted his Bounce Back Loan (“BBL”) for non-payment. What happened Mr M had a BBL that was in arrears, and which Santander were close to defaulting because of those arrears. On 30 April 2024, Mr M called ... (3 pages)View decision -
Decision Reference DRN-5586392
9 Oct 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5586392 The complaint K, a limited company, is unhappy that The Royal Bank of Scotland Plc (RBS) wont refund money it lost to an investment opportunity it now believes is a scam. The complaint is brought by K’s two directors who are being represented by a third party, R. What happ... (4 pages)View decision -
Decision Reference DRN-5612411
9 Oct 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5612411 The complaint K, a limited company, is unhappy that Starling Bank Limited (“Starling”), as the receiving bank, didn’t do enough to prevent the loss it suffered when it sent money to its customer’s account as the result of an alleged scam. The complaint is brought by K’s two... (3 pages)View decision -
Decision Reference DRN-5872327
9 Oct 2025 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5872327 Complaint Miss A has complained about high-cost short-term credit (“HCSTC”) instalment loans she took out with Propel Holdings (UK) Limited (trading as “Quid Market”). She says that Quid Market should not have provided her with these loans as they were unaffordable. Backgr... (6 pages)View decision -
Decision Reference DRN-5816969
9 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5816969 The complaint Miss N is unhappy that Revolut Ltd won’t reimburse money she lost to a scam. Miss N is represented by a third-party firm, but I will refer to Miss N here. What happened The background to this complaint is well known to both parties, so I won’t repeat everythi... (3 pages)View decision -
Decision Reference DRN-5801662
9 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5801662 The complaint Mr A complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost to an investment scam. He’s represented by a firm of solicitors. To keep things simple, I’ll refer to Mr A throughout this decision. What happened The background is known to both parties... (3 pages)View decision -
Decision Reference DRN-5792802
9 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5792802 The complaint Mr M is unhappy with the treatment he received from Clydesdale Bank Plc trading as Virgin Money (‘Virgin’) in relation to a credit card he had with them. What happened Mr M is unhappy with how he’s been treated by Virgin, specifically during a number of phone ... (3 pages)View decision -
Decision Reference DRN-5848901
9 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5848901 The complaint Mr F complains that Barclays Bank UK Plc won’t refund the money he lost to an investment scam. What happened In 2023, Mr F says he decided to take up an investment opportunity after he was contacted by someone from a trading firm which I will refer to as “N”. ... (4 pages)View decision -
Decision Reference DRN-4711880
9 Oct 2025 Phoenix Life CA Limited Not upheldInsuranceDRN-4711880 The complaint Mr H complains about the way Phoenix Life CA Limited has communicated with him about his whole of life policy following a system migration. He is also unhappy that the indexation benefit has been removed from his policy. What happened In 1991, Mr H took out a ... (4 pages)View decision -
Decision Reference DRN-5869910
9 Oct 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5869910 The complaint Mr P complains because BUPA Insurance Limited incorrectly declined his private medical insurance claim. What happened Mr P made a claim under his private medical insurance policy, provided by BUPA, in October 2024. The claim was eventually approved in May 2025.... (2 pages)View decision