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 382298 results
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Decision Reference DRN-5918598
10 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5918598 The complaint Mr M complains that Barclays Bank UK PLC failed to send him documents in large print, despite this being a marker on his record. What happened Mr M reported to Barclays that there were fraudulent payments on his account. Barclays asked him to complete a fraud d... (2 pages)View decision -
Decision Reference DRN-5888256
10 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5888256 The complaint Mr O complains Monzo Bank Ltd recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr O held an account with Monzo. In January 2025, it was credite... (3 pages)View decision -
Decision Reference DRN-5925862
10 Nov 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5925862 The complaint Mr K is unhappy that BMW Financial Services (GB) Limited trading as Alphera Financial Services (‘BMWFS’) reported a default on a hire purchase agreement he had with them. What happened In March 2024, Mr K was supplied with a used car through a hire purchase ag... (4 pages)View decision -
Decision Reference DRN-5714874
10 Nov 2025 Tradex Insurance Company PLC Not upheldInsuranceDRN-5714874 The complaint Mr M complained that Tradex Insurance Company PLC had wrongly valued his car under his motor insurance policy. What happened Mr M’s car was damaged in an accident on about 28 December 2023. Tradex didn’t inspect it and decide that it was uneconomical to repair... (3 pages)View decision -
Decision Reference DRN-5516105
10 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5516105 The complaint Mr T complains that Revolut Ltd won’t refund the full amount of money he lost to 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 summary and based on the submissions of both parti... (2 pages)View decision -
Decision Reference DRN-5894974
10 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5894974 The complaint Mr H is unhappy with how Revolut Ltd dealt with his chargeback claim. What happened The parties are familiar with the background of this complaint, so I will summarise it here, which reflects my informal remit. Mr H booked a five-day apartment stay, from 23 Jun... (3 pages)View decision -
Decision Reference DRN-5924871
10 Nov 2025 U K Insurance Limited Not upheldInsuranceDRN-5924871 The complaint Mr R complains U K Insurance Limited (“UKI”) hasn’t responded fairly to a loss of rent claim on his landlord insurance policy. What happened I issued a provisional decision. I said: “I’ve considered all the available evidence and arguments to decide what’s fa... (3 pages)View decision -
Decision Reference DRN-5872505
10 Nov 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5872505 The complaint Mr F complains that INTACT INSURANCE UK LIMITED has unfairly declined a claim under his pet insurance policy. Where I refer to Intact, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed ba... (4 pages)View decision -
Decision Reference DRN-5921059
10 Nov 2025 HCC International Insurance Company Plc Not upheldInsuranceDRN-5921059 The complaint Mrs C complains that when her buildings and contents policy came up for renewal in September 2024 HCC International Insurance Company Plc trading as Tokio Marine HCC (HCC) excluded cover for subsidence, heave and landslip. What happened Mrs C had cover for her ... (3 pages)View decision -
Decision Reference DRN-5931213
10 Nov 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5931213 The complaint Miss B complains that Fairscore Ltd trading as Updraft was irresponsible in its lending to her. What happened Miss B was provided with a £7,500 loan by Updraft in February 2023. The loan term was 60 months and Miss B was required to make 59 monthly repayments o... (3 pages)View decision
