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-5070224
29 Sep 2025 eToro (UK) Ltd Not upheldInvestmentsDRN-5070224 The complaint Ms I has complained about the interface of eToro (UK) Ltd’s platform which she says caused the closure of two of her Contracts for Difference (‘CFD’) positions and prevented her from making a profit. She said she suffered a loss of $848.09 rather than making a ... (4 pages)View decision -
Decision Reference DRN-5846645
29 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5846645 The complaint Mr P says Santander UK PLC (“Santander”) refuses to refund him for unauthorised transactions on his account. Mr P appointed representatives to assist him in bringing his complaint. However, to keep things simple I have referred to “Mr P” throughout my decision,... (3 pages)View decision -
Decision Reference DRN-5846424
29 Sep 2025 ACI-UK LIMITED UpheldConsumer CreditDRN-5846424 The complaint Mr W complains that ACI -UK Limited (ACI) caused him financial detriment, when they reported information incorrectly to his credit file, for a debt that wasn’t his. What happened I set out the background to this complaint and my initial findings in my provision... (5 pages)View decision -
Decision Reference DRN-5600422
29 Sep 2025 EE Limited UpheldConsumer CreditDRN-5600422 The complaint Mr D complains about a fixed sum loan agreement with EE Limited that was used to buy a brand new mobile telephone device. What happened In March 2024, Mr D says his mobile telephone handset was stolen. So, he called EE and took out a fixed sum loan agreement wi... (3 pages)View decision -
Decision Reference DRN-5157783
29 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5157783 The complaint Mr H has complained that Revolut Ltd (Revolut) won’t refund money he says he lost to a scam. What happened Mr H confirmed that he was the victim of three scams. In November 2023, Mr H received a message on WhatsApp from the scammer. Mr H was not familiar with ... (7 pages)View decision -
Decision Reference DRN-5593395
29 Sep 2025 Black Horse Limited Not upheldConsumer CreditDRN-5593395 The complaint Mr J complains about a car he acquired via a hire purchase agreement with Black Horse Limited (‘BHL’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving di... (3 pages)View decision -
Decision Reference DRN-5762118
29 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5762118 The complaint Ms N complains that she lost money by two international transfers carried out through Nationwide Building Society not being received. What happened In November 2024 Ms N applied through Nationwide to make a SWIFT transfer of £10,000 converted into USD (dollars)... (2 pages)View decision -
Decision Reference DRN-5425708
29 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5425708 The complaint Mr C complains that Nationwide Building Society didn’t do enough to protect him from the financial harm caused by an investment scam. What happened In May 2024, Mr C was unexpectedly messaged by someone I’ll refer to as “the scammer” who persuaded him to inve... (4 pages)View decision -
Decision Reference DRN-5591414
29 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5591414 The complaint Mr M complains Monzo Bank Ltd unfairly closed his account with no explanation and didn’t release his funds promptly. What happened The detailed background to this complaint is well known to both Mr M and Monzo. So, I’ll only provide a brief overview of some of... (3 pages)View decision -
Decision Reference DRN-5765722
29 Sep 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5765722 The complaint Mr H complains that American Express Services Europe Limited trading as American Express (‘Amex’) didn’t communicate clearly with him regarding a due payment and this led to negative information being recorded on his credit file. Mr H wants his credit file ame... (3 pages)View decision
