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 393318 results
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Decision Reference DRN-5808050
20 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5808050 The complaint Mr A has complained that Monzo Bank Ltd (“Monzo”) will not refund the money he lost as the result of a scam. What happened Both parties are familiar with the details of the scam, so I will provide only a summary here. Mr A was introduced by a friend to a crypto... (3 pages)View decision -
Decision Reference DRN-5686561
20 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5686561 The complaint Mr and Mrs H complain that Santander UK Plc closed their bank account. What happened Mr and Mrs H had an account with Santander. But in March 2025, Santander decided to close the account. It says it did this because Mr and Mrs H were permanently resident overse... (3 pages)View decision -
Decision Reference DRN-5749579
20 Jan 2026 Trading 212 UK Limited Not upheldBanking and PaymentsDRN-5749579 The complaint Ms L complains Trading 212 UK Limited didn’t help her enough when she had problems making an instant transfer causing her to lose out on interest, distress and inconvenience. What happened Ms L has a trading account with Trading 212. She has a bank account else... (2 pages)View decision -
Decision Reference DRN-6068717
20 Jan 2026 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-6068717 The complaint Mr N complains that a van that was supplied to him under a hire purchase agreement with CA Auto Finance UK Limited wasn’t of satisfactory quality. What happened A used van was supplied to Mr N under a hire purchase agreement with CA Auto Finance that he electro... (4 pages)View decision -
Decision Reference DRN-5868868
20 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5868868 The complaint Mr F, via a representative, has complained that Revolut Ltd (“Revolut”) failed to refund the money he lost as part of a scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instead, I... (3 pages)View decision -
Decision Reference DRN-6055891
20 Jan 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6055891 The complaint Mr K complains that Starling Bank Limited (“Starling”) allowed Direct Debit’s (“DD”) to be collected from his account without his authorisation. Mr K wants Starling to refund the DD’s under the Direct Debit Guarantee (“DDG”) Scheme. What happened Mr K was payin... (5 pages)View decision -
Decision Reference DRN-5706721
20 Jan 2026 Tide Platform Limited Not upheldBanking and PaymentsDRN-5706721 The complaint O Ltd, represented by its director Mr D, complained because Tide Platform Limited refused to refund it for a payment Mr D made as a result of a scam. Mr D also complained about Tide’s service. What happened O Ltd had a Tide business account. These accounts are... (7 pages)View decision -
Decision Reference DRN-5942006
20 Jan 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-5942006 The complaint M, a company, complains about a claim it made on its AXA Insurance UK Plc (‘AXA’) contractor’s insurance policy. M says that AXA caused considerable delay in dealing with its claim which led to it incurring losses. M wants AXA to cover those losses. What happen... (3 pages)View decision -
Decision Reference DRN-5824954
20 Jan 2026 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5824954 The complaint Mr W says FIRST RESPONSE FINANCE LIMITED (First Response) was irresponsible in lending to him. Mr W is represented in this complaint but for ease of reference I have referred to Mr W throughout the decision. What happened In June 2021 Mr W acquired a vehicle fi... (4 pages)View decision -
Decision Reference DRN-6004599
20 Jan 2026 American Express Services Europe Limited UpheldBanking and PaymentsDRN-6004599 The complaint Mr K complains that American Express Services Europe Limited (Amex) has treated him unfairly regarding a transaction he made on his credit card. What happened On 4 March 2023, Mr K paid £1,200 to a company (transaction 1), who I’ll call B, using his Amex credit... (3 pages)View decision