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-5616612
29 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5616612 The complaint Miss O complains that Monzo Bank Ltd’s actions in recording a fraud marker against her, had a profound impact on her. She doesn’t believe it has sufficiently compensated her for what happened. What happened A summary of what happened is below. Miss O had an ac... (2 pages)View decision -
Decision Reference DRN-5553263
29 Sep 2025 TSB Bank plc Not upheldConsumer CreditDRN-5553263 The complaint Mr Y complains that TSB Bank plc unfairly recorded adverse information with credit reference agencies (CRAs), following a missed payment on his loan account. What happened Mr Y holds a personal loan account with TSB. For context, Mr Y also holds a credit card ... (3 pages)View decision -
Decision Reference DRN-5735295
29 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5735295 The complaint Mr A is unhappy that Monzo Bank Ltd failed to refund his lost funds after he fell victim to what he argues was an authorised push payment (APP) scam. He is also unhappy with the service Monzo provided. What happened The details of this complaint are well known... (3 pages)View decision -
Decision Reference DRN-5471522
29 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5471522 The complaint Ms C, on behalf of Company L, complains that Bank of Scotland plc didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background t... (3 pages)View decision -
Decision Reference DRN-5471569
29 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5471569 The complaint Ms C complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to ... (4 pages)View decision -
Decision Reference DRN-5753636
29 Sep 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5753636 The complaint Mr K complains that Liverpool Victoria Insurance Company Limited (LV) cancelled his motor insurance policy and recorded cancellation and fraud markers against his name. He wants these removed. What happened Mr K said he took out a policy through a broker recom... (3 pages)View decision -
Decision Reference DRN-5292637
29 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5292637 The complaint Mr A is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr A fell victim to a cruel investment scam. After he met a lady online, they exchanged numbers an... (4 pages)View decision -
Decision Reference DRN-5673011
29 Sep 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5673011 The complaint Mrs S complains that Close Brothers Limited (“CBL”) refused to accept the rejection of her faulty car. What happened In May 2024 Mrs S bought a second-hand car at a cost of £6,470 funded by a conditional loan from CBL. It was some 11 years old and had covered 8... (3 pages)View decision -
Decision Reference DRN-5584626
29 Sep 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5584626 The complaint L complains ClearBank Limited won’t reimburse money it lost when it fell victim to a safe account scam. I will highlight here that this complaint has been referred to us on behalf of L by an individual that I will refer to throughout as Mr O. What happened As... (3 pages)View decision -
Decision Reference DRN-5846615
29 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5846615 The complaint Mr O complains Starling Bank Limited won’t reimburse money he lost when he fell victim to a safe account scam. What happened As all parties are aware of the full complaint details, and they are not in dispute, I will only include a summary of what has taken pl... (3 pages)View decision
