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 386796 results
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Decision Reference DRN-6035939
19 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6035939 The complaint Mr W complains that Monzo Bank Limited acted unreasonably in connection with a standing order payment he’d set up. What happened Mr W set up a standing order in respect of his monthly rental costs. He instructed Monzo to make the first payment on 6 July 2025 an... (3 pages)View decision -
Decision Reference DRN-6035914
19 Dec 2025 HDI Global Specialty SE UpheldInsuranceDRN-6035914 The complaint Mrs S and Mr V complain about the settlement HDI Global Specialty SE has offered for their home insurance claim. HDI is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As HDI has accepted it is account... (7 pages)View decision -
Decision Reference DRN-6027833
19 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-6027833 The complaint Mr J complains that a payment which he requested Wise Payments Limited to return has not been received. What happened In July 2025 Mr J received a payment of €1,057 into his Wise account. However he immediately asked Wise to cancel the transaction and to return... (2 pages)View decision -
Decision Reference DRN-5969423
19 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5969423 The complaint Mr T is unhappy that Nationwide Building Society didn’t pay him the £200 incentive when he switched his current account. What happened In July 2025 Mr T switched his current account from another provider to Nationwide to take advantage of a member exclusive £2... (2 pages)View decision -
Decision Reference DRN-5820525
19 Dec 2025 Rightcard Payment Services Limited Not upheldBanking and PaymentsDRN-5820525 The complaint Miss A complains that Rightcard Payment Services Limited trading as Lemfi (‘Lemfi’) won’t refund money she says she lost to a scam. A family member is representing Miss A, however, to keep things simple, I will refer to Miss A throughout my decision. What happe... (2 pages)View decision -
Decision Reference DRN-5907309
19 Dec 2025 Social Money Limited Not upheldConsumer CreditDRN-5907309 The complaint Miss F is unhappy with how Social Money Limited trading as Payl8r (“Payl8r”) considered her claim under Section 75 of the Consumer Credit Act 1974 (section 75). What happened The parties are familiar with the background of this complaint, so I will summarise it... (4 pages)View decision -
Decision Reference DRN-5820519
19 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5820519 The complaint Miss A complains that Revolut Ltd won’t refund money she says she lost to a scam. Miss A is being represented by a family member, however, to keep things simple, I will refer to Miss A throughout my decision. What happened The details of the complaint are well ... (2 pages)View decision -
Decision Reference DRN-5846440
19 Dec 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5846440 The complaint Mr J complains that Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (VWFS) unfairly applied excess mileage and damage charges after he voluntarily terminated a hire purchase agreement. What happened In October 2021, Mr J was suppli... (5 pages)View decision -
Decision Reference DRN-5767760
19 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5767760 The complaint and background Mr M complains that Revolut Ltd (“Revolut”) won’t reimburse almost £24,000 that he lost when he fell victim to an investment scam. Our investigator didn’t uphold the complaint. Although she found Revolut ought to have intervened sooner, she wasn’... (2 pages)View decision -
Decision Reference DRN-5318344
19 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5318344 The complaint Miss N complains that Monzo Bank Ltd (“Monzo”) won’t refund her the money she lost after she fell victim to a scam. What happened The background to this complaint is well known by both parties, so I won’t repeat it all in detail here. But in summary, I underst... (3 pages)View decision
