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 380600 results
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Decision Reference DRN-5791867
28 Oct 2025 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-5791867 The complaint Miss C is complaining that North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank (CCB) lent to her irresponsibly. What happened In March 2024, Miss C applied for a loan with CCB for the purpose of buying a car. They lent her £4,900 ov... (3 pages)View decision -
Decision Reference DRN-5694373
28 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5694373 The complaint Miss E complains that Monzo Bank Ltd won’t refund her money that she believes was lost to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties and has been laid out in detail by our Investigator ... (4 pages)View decision -
Decision Reference DRN-5754208
28 Oct 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5754208 The complaint Mr M complains that Zopa Bank Limited (“Zopa”) unfairly defaulted a loan after repayments failed. What happened Mr M entered into a hire purchase agreement to acquire a car in April 2023. He agreed to make 60 payments of around £280. Mr M said he contacted Zo... (4 pages)View decision -
Decision Reference DRN-5699307
28 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5699307 The complaint Mr S has complained about his let property insurer Aviva Insurance Limited because it declined his claim for damage caused by his tenants. What happened Mr S’s tenants stopped paying rent and he had to evict them. There’d been a water leak and Aviva accepted a... (2 pages)View decision -
Decision Reference DRN-5500780
28 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5500780 The complaint Mr H, who brings his complaint with the assistance of a professional representative, complains that Santander UK Plc won’t reimburse funds he lost to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised t... (3 pages)View decision -
Decision Reference DRN-5561303
28 Oct 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5561303 The complaint Miss K complains about the actions of Wise Payments Limited trading as Wise when she lost money to a scam. Miss K is being supported in making the complaint by a representative, but for ease I’ll only refer to Miss K. What happened The detailed background to ... (3 pages)View decision -
Decision Reference DRN-5583472
28 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5583472 The complaint Miss K complains about the actions of Santander UK Plc when she lost money to a scam. Miss K is being supported in making the complaint by a representative, but for ease I’ll only refer to Miss K. What happened The detailed background to this complaint is wel... (4 pages)View decision -
Decision Reference DRN-5588864
28 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5588864 The complaint Mr M complains that HSBC UK Bank Plc did not reimburse the £800 he says he lost to a scam. What happened Mr M made a payment of £800 on 28 June 2024 for a company I will refer to as ‘F’ for the purposes of this decision. He was purchasing car parts on behalf of... (3 pages)View decision -
Decision Reference DRN-5899715
28 Oct 2025 Allianz Insurance Plc UpheldInsuranceDRN-5899715 The complaint Mrs A has complained about Allianz Insurance Plc. Allianz provides the cover for a property which includes Mrs A’s flat. Mrs A is unhappy about repairs completed as part of a subsidence claim for the property. What happened There was a subsidence claim in 2020... (3 pages)View decision -
Decision Reference DRN-5894674
28 Oct 2025 QBE UK Limited Not upheldInsuranceDRN-5894674 The complaint Mr T complains that QBE UK Limited (QBE) unfairly settled a claim on a professional indemnity insurance policy without his knowledge or consent. What happened Mr T, when he was trading as a solicitor, held a professional indemnity insurance policy with QBE. He’... (3 pages)View decision
