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 380824 results
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Decision Reference DRN-5446322
30 Sep 2025 Payoneer Payment Services (Uk) Limited Not upheldBanking and PaymentsDRN-5446322 The complaint Mr A, on behalf of Company A, complains that Payoneer Payments Services (UK) Limited trading as Payoneer didn’t do enough to protect it from the financial harm caused by a purchase scam. What happened Company A held a business account with Payoneer. Between 20... (2 pages)View decision -
Decision Reference DRN-5287875
30 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5287875 The complaint Miss D, a sole trader, complaints that Barclays Bank UK PLC has declined to refund disputed transactions that were made from her business account. What happened Miss D is a sole trader, bringing a complaint about her business account held in the name of F. But ... (2 pages)View decision -
Decision Reference DRN-5825118
30 Sep 2025 FirstRand Bank Limited UpheldConsumer CreditDRN-5825118 The complaint Mrs H complains FirstRand Bank Limited trading as Motonovo Finance (MotoNovo) acted irresponsibly by providing her a loan which was unaffordable. What happened In January 2015, Mrs H acquired a used car through a Hire Purchase Agreement (HPA) with MotoNovo. The... (5 pages)View decision -
Decision Reference DRN-5803298
30 Sep 2025 ITC Compliance Limited Not upheldInsuranceDRN-5803298 The complaint Mr B complains that Itc Compliance Limited (“Itc”) mis-sold him a Guaranteed Asset Protection (“GAP”) insurance policy. In particular, he says he was pressured into buying the policy and he wasn’t informed Itc would be earning commission. What happened Itc sol... (4 pages)View decision -
Decision Reference DRN-5848349
30 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5848349 The complaint Mrs V complains Monzo Bank Ltd irresponsibly lent to her and is unhappy with the service she received from them after raising a complaint. What happened In September 2022, Mrs V opened a Flex account with Monzo. The initial limit was for £500. In July 2023 th... (3 pages)View decision -
Decision Reference DRN-5848902
30 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5848902 The complaint Mr W is unhappy that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t reimburse money he says he lost to a scam. I understand that Mr W’s partner and father-in-law may have been involved in the purchase of the car at various points. But, for e... (3 pages)View decision -
Decision Reference DRN-5292983
30 Sep 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5292983 The complaint A company, which I’ll refer to as L, complains that Metro Bank Plc won’t reimburse it after it sent funds to an online auction site, that it now considers to have been a scam, whereby funds were sent to an account held at Metro. Mrs J, who is the director of L,... (4 pages)View decision -
Decision Reference DRN-5846884
30 Sep 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5846884 The complaint Mrs S has complained Marks & Spencer Financial Services Plc (“M&S”) did not act fairly or reasonably in respect of a claim raised under s.75 of the Consumer Credit Act 1974 (“CCA”) in relation to something bought using her M&S credit card. What happ... (4 pages)View decision -
Decision Reference DRN-5663884
30 Sep 2025 Wakam UpheldInsuranceDRN-5663884 The complaint Ms S complains Wakam has unfairly declined a claim made on her pet insurance policy and has provided poor customer service. Any reference to Wakam includes the actions of its agents. What happened The circumstances of this complaint are well known to both parti... (2 pages)View decision -
Decision Reference DRN-5781478
30 Sep 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5781478 The complaint Mr O complains about how Liverpool Victoria Insurance Company Limited (‘LV’) dealt with liability for a claim under his motor insurance policy. What happened Mr O had a LV motor insurance policy. In October 2024, he was involved in minor accident with a third p... (2 pages)View decision
