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 386796 results
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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 -
Decision Reference DRN-5927028
26 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5927028 The complaint Mrs O is unhappy that Barclays Bank UK PLC trading as Barclaycard declined her application for a credit card. She’s also unhappy that a hard search was carried out on her credit file. What happened On 30 June 2025 Mrs O applied for a credit card with Barclays. ... (3 pages)View decision -
Decision Reference DRN-5941543
26 Nov 2025 U K Insurance Limited Not upheldInsuranceDRN-5941543 The complaint Mr W complains about U K Insurance Limited trading as Churchill (Churchill) declining a claim under his motor insurance policy on the grounds he dishonestly claimed for the cost of repairs he said was the result of vandalism. Churchill said some of the damage w... (4 pages)View decision -
Decision Reference DRN-5972559
26 Nov 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5972559 The complaint Mrs P complains that Vanquis Bank Limited (Vanquis) acted irresponsibly by agreeing to a revolving credit facility and subsequent credit limit increase. In bringing her complaint Mrs P is represented by a third party. For ease of reading I will only refer to Mr... (4 pages)View decision -
Decision Reference DRN-5889920
26 Nov 2025 Progressive Building Society Not upheldBanking and PaymentsDRN-5889920 The complaint Mr N complains that Progressive Building Society (PBS) didn’t tell him about the impact of making a payment into his savings account on the monthly savings limit. What happened Mr N opened a savings account with PBS. The account has a monthly cap on deposits of... (2 pages)View decision -
Decision Reference DRN-5692005
26 Nov 2025 Atlanta Insurance Intermediaries Limited Not upheldInsuranceDRN-5692005 The complaint Mr B complains that Atlanta Insurance Intermediaries Limited (trading as Swinton Insurance) misadvised him about his personal accident insurance policy. What happened As both sides are familiar with the background to this complaint, I’ve only summarised what ha... (3 pages)View decision
