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 392389 results
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Decision Reference DRN-5771358
27 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5771358 The complaint Mr M complains that Revolut Ltd is refusing to refund him the amount he lost as the result of a scam. Mr M is being represented by a third party. But to keep things simple, I will refer to Mr M throughout my decision. What happened The background of this compla... (5 pages)View decision -
Decision Reference DRN-5930723
27 Jan 2026 Carmoola Limited Not upheldConsumer CreditDRN-5930723 The complaint Miss M is unhappy that a car supplied to her under a hire purchase agreement with Carmoola Limited was of an unsatisfactory quality. What happened In October 2024, Miss M was supplied with a used car through a hire purchase agreement with Carmoola. The agreeme... (3 pages)View decision -
Decision Reference DRN-5826215
27 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5826215 The complaint Nationwide Building Society (‘Nationwide’) provided Miss D with an overdraft in July 2019 and went on to agree six limit increases between then and May 2023. Miss D says Nationwide shouldn’t have agreed provide the overdraft facility. What happened The overdr... (2 pages)View decision -
Decision Reference DRN-6087135
27 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6087135 The complaint Mr D complains that Monzo Bank Ltd has only partially refunded him the money he lost as the result of a fraud. He thinks Monzo should have done more to protect him and wants all the money he lost refunded. What happened Mr D said he was the victim of a cryptocu... (3 pages)View decision -
Decision Reference DRN-5812650
27 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5812650 The complaint Miss S complained that Revolut Ltd won’t refund money she lost when she was a victim of a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Miss S fell victim to a job scam in May ... (3 pages)View decision -
Decision Reference DRN-6062784
27 Jan 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6062784 The complaint Mr K complains that Revolut Ltd has failed to arrange a refund to him in respect of an international payment. What happened In July 2025 Mr K instructed Revolut to make an international payment for a substantial sum. Revolut sent the payment to its payment proc... (3 pages)View decision -
Decision Reference DRN-6055224
27 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6055224 The complaint Mr T complains Santander UK Plc didn’t do enough to intervene in his compulsive spending. What happened Mr T was using his Santander account to gamble and says between September 2023 and June 2025 he spent over £12,000. Mr T says Santander didn’t intervene in... (3 pages)View decision -
Decision Reference DRN-5915661
27 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5915661 The complaint Miss C complains that Lloyds Bank PLC failed to raise an indemnity claim under the Direct Debit Guarantee (the Guarantee). What happened Miss C contacted Lloyds to raise a direct debit indemnity claim. She asked Lloyds to credit her account with the value of a... (2 pages)View decision -
Decision Reference DRN-5891208
27 Jan 2026 U K Insurance Limited UpheldInsuranceDRN-5891208 The complaint Mr D has complained about the way U K Insurance Limited (UKI) have handled a claim he made on his motor insurance policy. What happened Mr D was involved in an accident in March 2024 and made a claim on his policy with UKI. And UKI agreed to repair the damage u... (3 pages)View decision -
Decision Reference DRN-5903731
27 Jan 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5903731 The complaint Mr O complains about the way American Express Services Europe Limited trading as American Express (‘Amex’) handled his claim for a refund. What happened The background to this complaint is well known by both parties so I’ll focus my decision on my findings whic... (2 pages)View decision