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-5241499
29 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5241499 The complaint Ms M is unhappy that Monzo Bank Ltd will not refund £8,540 she lost after she fell victim to an Authorised Push Payment (APP) scam. Ms M is represented in this matter, but for ease of reading I will refer to Ms M throughout this decision. What happened The back... (5 pages)View decision -
Decision Reference DRN-5785219
29 Aug 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5785219 The complaint Mr A is unhappy that Bank of Scotland plc, trading as Halifax, blocked a recurring card payment on his account. What happened Mr A had a recurring card payment set up on his account, with the amount of the payment being around £5 every month. The recurring car... (2 pages)View decision -
Decision Reference DRN-5319509
29 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5319509 The complaint Mrs R complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund payments she made as part of 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 summar... (5 pages)View decision -
Decision Reference DRN-5784764
29 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5784764 The complaint Mr M complains that Revolut Ltd has declined to refund payments made as part of a scam. What happened Mr M says he fell victim to a scam when trying to book accommodation abroad. After finding a property he was sent a link to a website that he now thinks was a ... (6 pages)View decision -
Decision Reference DRN-5748693
29 Aug 2025 Go Car Credit Limited UpheldConsumer CreditDRN-5748693 The complaint Miss E complains about problems she has had with a car Go Car Credit Limited supplied to her under a hire purchase agreement. What happened The facts of this case are familiar to both sides. Therefore, I do not intend to set out everything that has happened in... (5 pages)View decision -
Decision Reference DRN-5141063
29 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5141063 The complaint Mr L complains that Monzo Bank Ltd hasn’t refunded him after he fell victim to a scam. What happened The background to this complaint is well-known to both parties and so I’ll only summarise the key events here. Mr L was looking for ways to earn extra income an... (3 pages)View decision -
Decision Reference DRN-5737853
29 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5737853 The complaint Mrs D is unhappy that NewDay Ltd, trading as Aqua, didn’t inform her of changes they made to how they processed received payments. What happened On 7 February 2024, Mrs D made a payment of £2,356.51 to her NewDay account. Mrs D was expecting this amount to be r... (3 pages)View decision -
Decision Reference DRN-5776772
29 Aug 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5776772 The complaint Mr M complains Domestic & General Insurance Plc (“D&G”) has unfairly increased the cost of his warranty insurance policies covering three household appliances. He says the amount the prices of the policies have increased by each year is too high so he w... (2 pages)View decision -
Decision Reference DRN-5782397
29 Aug 2025 RAYMOND JAMES INVESTMENT SERVICES LIMITED UpheldInvestmentsDRN-5782397 The complaint Mrs D complains about the suitability of investment decisions that Raymond James Investment Services Limited made on her behalf within her discretionary managed portfolio. What happened In 2012, having previously been advised by a Raymond James adviser, Mrs D ... (14 pages)View decision -
Decision Reference DRN-5773733
29 Aug 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5773733 The complaint Mr B complains that Phoenix Life Limited trading as Standard Life (Standard Life) has delayed a number of separate payments of tax-free cash (TFC). He’s unhappy Standard Life says that it cannot set up a regular payment. And that it has given him misleading inf... (8 pages)View decision
