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 380824 results
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Decision Reference DRN-5785828
30 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5785828 The complaint Ms S complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by an investment scam. What happened Ms S has explained that in November 2023 she was contacted about joining an investment club that provided an online platform ... (4 pages)View decision -
Decision Reference DRN-5874100
30 Oct 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5874100 The complaint Mr G complains that PayPal UK Ltd didn’t do enough to protect him from losing money to what he says was a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key events h... (3 pages)View decision -
Decision Reference DRN-5756909
30 Oct 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5756909 The complaint Mr M complains THE CO-OPERATIVE BANK P.L.C. cancelled a standing order without his knowledge or authorisation and that this has had profound and long-lasting impacts on him. What happened Mr M has an account with Co-operative Bank which he set up in order to ma... (2 pages)View decision -
Decision Reference DRN-5411963
30 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5411963 The complaint Mr F complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. But in summary, I understan... (3 pages)View decision -
Decision Reference DRN-5786452
30 Oct 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5786452 The complaint Mr H complains that Barclays Bank UK PLC irresponsibly provided him with a personal loan. What happened Barclays provided Mr H with a number of credit products in the early 2000’s. Ultimately, it appears Mr H was provided with a loan in 2006 which, although def... (5 pages)View decision -
Decision Reference DRN-5820557
30 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5820557 The complaint Mr and Mrs R complain that Santander UK Plc (Santander) is refusing to refund them the amount Mr R lost as the result of a scam. Mr and Mrs R are being represented by a third party. To keep things simple, I will refer to Mr and Mrs R throughout my decision. Wha... (3 pages)View decision -
Decision Reference DRN-5894996
30 Oct 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5894996 The complaint Mr P has complained about the way AXA Insurance UK Plc dealt with another driver’s claim against his motor policy What happened Mr P said he accidentally hit another driver’s parked car in August 2023. He exchanged details with this other driver. Unfortunately,... (4 pages)View decision -
Decision Reference DRN-5915590
30 Oct 2025 Sky UK Limited Not upheldConsumer CreditDRN-5915590 The complaint Mr G has complained about the way Sky UK Limited treated him in relation to a credit agreement that was taken out to purchase a device. What happened The circumstances of the complaint are well known to the parties so I won’t go over everything again in detail... (3 pages)View decision -
Decision Reference DRN-5898473
30 Oct 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5898473 The complaint Ms O complained that The Royal Bank of Scotland Plc (‘RBS’) supplied her with bank cards that do not include the special character which forms part of her name. To put things right, Ms O wanted RBS to provide a debit card showing her name correctly and fair co... (4 pages)View decision -
Decision Reference DRN-5915768
30 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5915768 The complaint Mr H is unhappy that Monzo Bank Ltd (“Monzo”) has decided not to refund the money he lost, to what he believed was an Authorised Push Payment (‘APP’) scam. Mr H is also unhappy that Monzo closed his bank account. What happened I issued a provisional decision f... (5 pages)View decision
