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 381196 results
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Decision Reference DRN-5814025
30 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5814025 The complaint Mr J is complaining that Revolut Ltd didn’t do enough to prevent him from making a payment to a scam. The complaint is brought on his behalf by a professional representative, but I’ll mainly refer to Mr J here. What happened The circumstances of the scam are kn... (6 pages)View decision -
Decision Reference DRN-5531568
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5531568 The complaint Mrs P complains Monzo Bank Ltd unfairly closed her account and returned funds to sender. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mrs P held a Monzo account and on 9 August 20... (3 pages)View decision -
Decision Reference DRN-5722877
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5722877 The complaint Mr A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In February 2025 Monzo received a fraud report from another bank about a payment made into Mr A’s Monzo account. This payment was ... (2 pages)View decision -
Decision Reference DRN-5837224
30 Sep 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5837224 The complaint Mr M complains that a car supplied by Volvo Car Financial Services UK Limited (“VCFS”) was not of satisfactory quality and that it has not taken responsibility for the car’s failure. What happened In October 2021 Mr M entered into a four-year hire agreement wit... (3 pages)View decision -
Decision Reference DRN-5802327
30 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5802327 The complaint Mr C complains Santander UK Plc won’t refund money he lost to what he believes was an investment scam. In bringing this complaint Mr C is supported by a professional representative, but for ease of reading I will refer solely to Mr C in this decision. Backgro... (4 pages)View decision -
Decision Reference DRN-5418541
30 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5418541 The complaint Mr C complains Santander UK Plc won’t refund money he lost when he fell victim to an investment scam. In bringing this complaint Mr C is supported by a professional representative, but for ease of reading I will refer solely to Mr C in this decision. Backgrou... (4 pages)View decision -
Decision Reference DRN-5847838
30 Sep 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5847838 The complaint Miss S and Mr S complain that Watford Insurance Company Europe Limited (Watford) cancelled their motor insurance policy and placed a fraud marker against Miss S’s name following a disputed transaction which Miss S says she didn’t raise. For ease of reading, I ... (6 pages)View decision -
Decision Reference DRN-5653787
30 Sep 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5653787 The complaint Mr B complains that Tradex Insurance Company Plc recorded an incident on his motor insurance record even though he didn’t make a claim on his policy. Tradex used a third-party company to handle Mr B’s claim and instructed another company to arrange repairs to h... (3 pages)View decision -
Decision Reference DRN-5850418
30 Sep 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5850418 The complaint Mrs P has complained about Lloyds Bank PLC not protecting her from a scam. What happened In summary, Mrs P was selling a textile machine online. A scammer from abroad offered to buy it, and sent her a foreign cheque for over £7,400, which Mrs P deposited in her... (3 pages)View decision -
Decision Reference DRN-5847705
30 Sep 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5847705 The complaint Mr T says Shop Direct Finance Company Limited trading as Very (‘Very’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a running credit account. He says that he was only able to repay the... (4 pages)View decision
