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 365360 results
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Decision Reference DRN-5379506
8 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5379506 The complaint Miss B complains that Monzo Bank Ltd failed to send her account statements after it closed her account, and this was in contravention of its policy. What happened In February 2023 Monzo closed Miss B’s account. Miss B said according to Monzo’s policy it was su... (3 pages)View decision -
Decision Reference DRN-5065179
8 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5065179 The complaint Mr C says Revolut Ltd (‘Revolut’) didn’t do enough to help when he fell victim to a an ‘authorised push payment’ (‘APP’) impersonation / safe account scam. He says Revolut should reimburse him for the money he lost. Mr C, in bringing his complaint, has used th... (5 pages)View decision -
Decision Reference DRN-5491794
8 May 2025 Aviva Insurance Limited UpheldInsuranceDRN-5491794 The complaint Mrs M has complained that Aviva Insurance Limited has refused to refund her about three years of premium for a mobile phone insurance policy which she hasn’t had or used in those three years. What happened Mrs M bought her mobile phone policy with her mobile p... (3 pages)View decision -
Decision Reference DRN-5278482
8 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5278482 The complaint Mr I complains about Barclays Bank UK PLC not refunding several payments he made and lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions ... (4 pages)View decision -
Decision Reference DRN-5540823
8 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5540823 The complaint Mrs B is unhappy that Santander UK Plc sent emails about a credit card account held in her sole name to her husband’s email address without her consent. What happened Mrs B successfully applied for a Santander credit card account in her sole name. In her applic... (3 pages)View decision -
Decision Reference DRN-5399125
8 May 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5399125 The complaint Miss L complains that Admiral Insurance (Gibraltar) Limited have declared her car a Category N write off without giving her the information she needed to make a decision about whether to claim, and this has led to her incurring significant costs. What happened... (3 pages)View decision -
Decision Reference DRN-5543557
8 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5543557 The complaint Mr J complains on behalf of his business J Ltd, that Bank of Scotland plc trading as Halifax has been unable to trace an account held by J Ltd and would like repayment of the balance. What happened Mr J said there was an old company account for which he holds ... (3 pages)View decision -
Decision Reference DRN-5502785
8 May 2025 Mulsanne Insurance Company Limited Not upheldInsuranceDRN-5502785 The complaint Miss H and Mr A have complained that Mulsanne Insurance Company Limited avoided (treated it as if it never existed) their motor insurance policy and refused to pay their claim. What happened Miss H took out a motor insurance policy with Mulsanne through an onl... (3 pages)View decision -
Decision Reference DRN-5494471
8 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5494471 The complaint Mrs B complains that Barclays Bank UK PLC (Barclays) won’t refund the money she lost to a fake job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In summary, Mrs B fell victim to a fak... (3 pages)View decision -
Decision Reference DRN-4871882
8 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4871882 The complaint Ms M complains that Revolut Ltd won’t reimburse money she lost to a scam. Ms M has brought her complaint to us through a professional representative. For ease I’ll refer to all the submissions as being from Ms M. What happened In December 2023 Ms M found on soc... (4 pages)View decision
