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 374385 results
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Decision Reference DRN-5583520
4 Jul 2025 Virgin Media Mobile Finance Limited Not upheldConsumer CreditDRN-5583520 The complaint Mr C complained about the way Virgin Media Mobile Finance Limited (VMMF) dealt with the administration of the fixed sum loan agreement he held with it. What happened Mr C entered into a fixed sum loan agreement with VMMF in March 2021. He bought a phone which ... (2 pages)View decision -
Decision Reference DRN-5263721
4 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5263721 The complaint Mr and Mrs C complain Santander UK Plc (“Santander”) won’t refund the money they lost to a scam. What happened Mr and Mrs C told us in August 2018 they made two payments of £15,000 towards a property development investment that they now believe to be a scam. H... (3 pages)View decision -
Decision Reference DRN-5621557
4 Jul 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5621557 The complaint Mr M and Ms M complain about the way Casualty & General Insurance Company (Europe) Ltd dealt with a claim on their pet insurance policy. Where I refer to Casualty & General, this includes its agents and claims handlers acting on its behalf. What happene... (2 pages)View decision -
Decision Reference DRN-5202788
4 Jul 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5202788 The complaint Miss S complains about the sale of a finance agreement she took out with CA AUTO FINANCE UK LTD (‘CA’). 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 d... (3 pages)View decision -
Decision Reference DRN-5513650
4 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5513650 The complaint Mr H complains that NewDay Ltd irresponsibly lent to him. What happened Mr H was approved for an NewDay credit card (which I will refer to as A in this decision), in January 2020 with a credit limit of £450. I have detailed the credit limit changes below: June ... (6 pages)View decision -
Decision Reference DRN-5586329
4 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5586329 The complaint Mr L complains that Santander UK Plc reduced the limit on his overdraft account. What happened Mr L has a current account with Santander which had an overdraft facility of £5,000. On 18 December 2024, Santander wrote to Mr L to say that it was reducing his ove... (2 pages)View decision -
Decision Reference DRN-5107752
4 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5107752 The complaint Mr A complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in ... (2 pages)View decision -
Decision Reference DRN-5626165
4 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5626165 The complaint Mr F complains Monzo Bank Ltd unfairly closed his account and applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to both partie... (4 pages)View decision -
Decision Reference DRN-5669210
4 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5669210 The complaint Mr and Mrs D, who are represented, complain that Santander UK Plc won’t reimburse them funds they lost after being defrauded. As many of the events occurred from Mr D’s perspective, for ease of reading I have referred to him throughout my decision. What happene... (4 pages)View decision -
Decision Reference DRN-5350517
4 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5350517 The complaint Mr K 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 K fell victim to a cruel investment scam after he responded to an advert he saw on social media... (3 pages)View decision
