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 365360 results
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Decision Reference DRN-5452323
3 Apr 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5452323 The complaint Mr and Mrs C complain that Barclays Bank UK PLC should pay them more compensation than it has offered after they were locked out of online banking. What happened Mr and Mrs C relied on receiving monthly paper statements and using Barclays’ online banking servic... (3 pages)View decision -
Decision Reference DRN-5330376
3 Apr 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5330376 The complaint Mr and Mrs H complain that Santander UK Plc (“Santander”) won’t refund the money they lost when they fell victim to a scam. What happened Between July 2019 and October 2020, Mr and Mrs H invested £56,000 in a company called Buy2let/Raedex Consortium Ltd – “R”. ... (7 pages)View decision -
Decision Reference DRN-5237437
3 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5237437 The complaint Mr R has complained Santander UK plc is asking him to repay a personal loan he didn’t take out. What happened In 2024, Mr R fell for an investment scam. Mr R initially invested £200 and quickly invested more. As part of this scam, Mr R believed the scammers app... (2 pages)View decision -
Decision Reference DRN-5401399
3 Apr 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5401399 The complaint Miss U has complained about the quality of a car provided on finance by MotoNovo Finance Limited (MotoNovo). What happened MotoNovo supplied Miss U with a used car on a hire purchase agreement in June 2022. The cash price of the car was around £7,000 and it ha... (8 pages)View decision -
Decision Reference DRN-5374955
3 Apr 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5374955 The complaint Mr F complains that AXA Insurance UK Plc (“AXA”) unfairly held him at fault for a collision he was involved in, under his motor insurance policy. What happened In April 2023 Mr F was involved in a collision with a van. He contacted AXA and it was agreed he wou... (4 pages)View decision -
Decision Reference DRN-4970560
3 Apr 2025 WorldRemit Ltd Not upheldBanking and PaymentsDRN-4970560 The complaint Mr S complains that WorldRemit Ltd (‘WorldRemit’) won’t reimburse the money he lost when he says he fell victim to a scam. What happened Mr S says that he has run a football academy in Africa since 2018. He posted something on social media inviting sponsors fo... (3 pages)View decision -
Decision Reference DRN-5386925
3 Apr 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5386925 The complaint Miss K complains that American Express Services Europe Limited (AESEL) charged interest on her account after a payment break had been agreed. What happened Miss K holds a Platinum Cashback Credit Card with AESEL. On 5 July 2024 Miss K contacted AESEL to advise ... (2 pages)View decision -
Decision Reference DRN-5357064
3 Apr 2025 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5357064 The complaint Mr and Mrs W’s complaint is about the handling of a claim under the legal expense section of their home insurance policy with The National Farmers' Union Mutual Insurance Society Limited (“NFU”). NFU is the underwriter of this policy, i.e. the insurer. Par... (6 pages)View decision -
Decision Reference DRN-5426219
3 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5426219 The complaint Mr W complains Monzo Bank Ltd (“Monzo”) unfairly put him into an overdrawn position after they accidentally credited his account with the same payment twice. What happened In August 2024 Monzo faced an issue whereby payments powered by a specific company were ... (3 pages)View decision -
Decision Reference DRN-5189168
3 Apr 2025 Tide Platform Limited Not upheldBanking and PaymentsDRN-5189168 The complaint Mr M complains that Tide Platform Ltd unfairly registered a marker about him at Cifas, the national fraud database. What happened Mr M had an account with Tide. On 31 May 2024, two payments of £865 and £686 were made into Mr M’s account from two individuals I ... (3 pages)View decision
