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 375868 results
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Decision Reference DRN-5257514
8 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5257514 The complaint Mr W complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (5 pages)View decision -
Decision Reference DRN-5760696
8 Sep 2025 Coventry Building Society Not upheldBanking and PaymentsDRN-5760696 The complaint Mr S complains that his Coventry Building Society ISA was made inactive, as a result of which a payment to it was returned. What happened Mr S held an ISA with Coventry BS. Its primary source of funding was Mr S’s pension from his former employer, which was cre... (2 pages)View decision -
Decision Reference DRN-5230271
8 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5230271 The complaint Ms V is complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms V fell victim to a cruel impersonation scam. After disclosing her card details in response to a phishing message, she was contacted ... (4 pages)View decision -
Decision Reference DRN-5804332
8 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5804332 The complaint Mrs B says that Nationwide Building Society took too much money off of a cash deposit where she’d accidentally entered an overly large amount. What happened To summarise: in November 2024, Mrs B deposited cash and a cheque into her Nationwide account at a branc... (5 pages)View decision -
Decision Reference DRN-5425317
8 Sep 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5425317 The complaint Miss H complains Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (VFSL) irresponsibly entered into a car finance agreement with her because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordabl... (4 pages)View decision -
Decision Reference DRN-5024093
8 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5024093 The complaint Mr U complains that Santander UK Plc (“Santander”) failed to refund a transaction he didn’t recognise. What happened Mr U explained that he noticed a payment had left his account which he hadn’t made. At the time of the payment, Mr U says he was returning from... (3 pages)View decision -
Decision Reference DRN-5773534
8 Sep 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5773534 The complaint Mr C complained about Watford Insurance Company Europe Limited. He isn’t happy about the way it looked to settle a claim under his motor insurance policy. What happened Mr C’s wife was driving when they were involved in a road traffic accident. Mr C thought the... (3 pages)View decision -
Decision Reference DRN-5308351
8 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5308351 The complaint Mr R complains that Monzo Bank Ltd (“Monzo”) failed to refund a transaction he didn’t recognise. What happened Mr R explained that he was abroad with friends and entered a club. He was initially asked to pay in cash and was taken to an automated teller machine ... (4 pages)View decision -
Decision Reference DRN-5804182
8 Sep 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5804182 The complaint Mr N is unhappy that Domestic & General Insurance Plc (“D&G”) declined a repair under his appliance warranty policy. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are the key events. Mr N h... (3 pages)View decision -
Decision Reference DRN-5798543
8 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5798543 The complaint Mr E complains that TSB Bank plc (“TSB”) failed to refund transactions he didn’t recognise. What happened Mr E noticed his account had less money than it should’ve after trying to purchase an item. He reported this to TSB, where it became apparent that a number... (3 pages)View decision
