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-5692289
19 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5692289 The complaint Mr A complains Monzo Bank Ltd recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened Mr A held an account with Monzo. On 10 February 2024, he received £70 from a third party, through a ... (3 pages)View decision -
Decision Reference DRN-5793378
19 Sep 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5793378 The complaint Ms J complains Vanquis Bank Limited (“Vanquis”) applied a default to her record despite her being in a payment arrangement. What happened Ms J set up a repayment plan with Vanquis that was due to last for three months at £70 per month. She was unable to stick ... (2 pages)View decision -
Decision Reference DRN-5817166
19 Sep 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5817166 The complaint Mrs F complains that Stellantis Financial Services UK Limited incorrectly charged her too much when she settled her conditional sale agreement. What happened In October 2024, Mrs F requested a settlement figure for her conditional sale agreement with Stellantis... (2 pages)View decision -
Decision Reference DRN-5797799
19 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5797799 The complaint Mr W has complained National Westminster Bank Public Limited Company, trading as Ulster Bank, is holding him liable for debts on four bank accounts which he didn’t open. What happened Mr W started to receive letters from Ulster Bank about debts relating to four... (3 pages)View decision -
Decision Reference DRN-5641634
19 Sep 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5641634 The complaint Mr S complains that a car acquired under a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“AFS”) wasn’t of satisfactory quality at the point of supply. What happened Both parties are familiar with th... (4 pages)View decision -
Decision Reference DRN-5578946
19 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5578946 The complaint Mr B complains that Santander UK Plc didn’t do enough to protect him when he became the victim of fraud and then didn’t agree to refund his losses. Mr B wants his losses refunded along with statutory interest. Mr B is represented by a third party but for ease o... (4 pages)View decision -
Decision Reference DRN-5681264
19 Sep 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5681264 The complaint Mrs M’s complaint is about a claim she made on her Red Sands Insurance Company (Europe) Limited (‘Red Sands’) pet insurance policy, which was declined. Mrs M says Red Sands treated her unfairly. What happened The details of this complaint are well known to both... (3 pages)View decision -
Decision Reference DRN-5268800
19 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5268800 The complaint Mr R has complained that Revolut Ltd (“Revolut”) failed to refund the money he lost as part of a scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instead, I will focus on giving the re... (3 pages)View decision -
Decision Reference DRN-5829004
19 Sep 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5829004 The complaint Mr M and Miss P complaint about the way Intact Insurance UK Ltd (‘Intact) handled a claim they made on their home insurance policy. Mr M has acted as the main representative during this complaint, so, for ease of reference, I’ll refer to any comments made, or ... (6 pages)View decision -
Decision Reference DRN-5803516
19 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5803516 The complaint Ms H has complained Santander UK plc won’t refund her for a cash machine withdrawal that wasn’t successfully completed. What happened In February 2025 Ms H used a cash machine whilst abroad to withdraw some local currency for her daily expenditure. Her card was... (3 pages)View decision