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 386169 results
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Decision Reference DRN-5799032
26 Nov 2025 Lendable Ltd Not upheldConsumer CreditDRN-5799032 The complaint Miss S complains that Lendable Ltd (‘Lendable’) sold her defaulted loan account to a debt purchaser (‘P’) in breach of her agreement, as they weren’t authorised or regulated by the Financial Conduct Authority (‘FCA’). Miss S wants this matter investigating and... (3 pages)View decision -
Decision Reference DRN-5852178
26 Nov 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5852178 The complaint AM, a limited company represented here by its director, Mr A, complains that Metro Bank PLC has not refunded money it lost to a scam. What happened Mr A met the directors of a company I will call B at an overseas property exhibition in 2018. He made contact wi... (4 pages)View decision -
Decision Reference DRN-5814612
26 Nov 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5814612 The complaint Mr B says Zurich Insurance Company Ltd acted unreasonably in avoiding his motor insurance policy and in declining a claim on it due to misrepresentation on his part. What happened Mr B took the policy out on 6 January 2025. A few days later, his car was stolen... (3 pages)View decision -
Decision Reference DRN-5850497
26 Nov 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5850497 The complaint AM, a limited company represented here by its director, Mr A, complains that Barclays Bank UK PLC has not refunded money it lost to a scam. What happened Mr A met the directors of a company I will call B at an overseas property exhibition in 2018. He made cont... (5 pages)View decision -
Decision Reference DRN-5879746
26 Nov 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5879746 The complaint Mr H complains that Barclays Bank UK PLC has not refunded the money he lost to a scam. What happened The full circumstances of this complaint are well known to both parties, so I won’t set them out in detail here. But, in summary, Mr H was called in 2021 by so... (4 pages)View decision -
Decision Reference DRN-5794426
26 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5794426 The complaint Miss C complains that Lloyds Bank PLC did not reimburse the funds she says she lost to a scam. What happened Miss C was looking for an investment opportunity and found a property investment company she felt she could trust. They introduced her to an investment ... (4 pages)View decision -
Decision Reference DRN-5977411
26 Nov 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5977411 The complaint Mr C complains that Revolut Ltd won’t reimburse him after he fell victim to an investment scam. Mr C is professionally represented in bringing his complaint, but for ease of reading, I’ll refer to all submissions as being made by Mr C directly. What happened On... (13 pages)View decision -
Decision Reference DRN-5977338
26 Nov 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5977338 The complaint Mr and Mrs A say First Holiday Finance Ltd (‘FHF’) has unfairly declined their claim under section 75 of the Consumer Credit Act 1974 (‘CCA’). And they say their creditor-debtor relationship was unfair to them under section 140A of the CCA. What happened In Apr... (2 pages)View decision -
Decision Reference DRN-5942570
26 Nov 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5942570 The complaint Mr H has complained that AmTrust Specialty Limited has unreasonably refused his claim for his stolen mobile phone under his gadget policy as part of his travel policy. Mr H is represented by his father also Mr H. What happened Mr H was going on holiday to a c... (3 pages)View decision -
Decision Reference DRN-5779809
26 Nov 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5779809 The complaint Mr C is unhappy that Assurant General Insurance Limited (Assurant) declined his mobile phone insurance claim. He’s also unhappy with the level of service provided by Assurant in handling the claim. What happened Mr C has a mobile phone insurance policy with Ass... (3 pages)View decision
