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 381082 results
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Decision Reference DRN-5759687
22 Oct 2025 Sky UK Limited Not upheldConsumer CreditDRN-5759687 The complaint Miss C complains that Sky UK Limited provided her with four fixed sum loan agreements that she says were unaffordable for her. What happened In 2021, Miss C says that Sky provided her with four fixed sum loan agreements for four mobile phone contracts. She say... (5 pages)View decision -
Decision Reference DRN-5849568
22 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5849568 The complaint Mr W complains that Lloyds Bank Plc didn’t do enough to prevent him losing money to a scam. Mr W is being represented by a legal representative but for ease I’ll only refer to Mr W in the decision. What happened The detailed background to this complaint is we... (3 pages)View decision -
Decision Reference DRN-5898851
22 Oct 2025 esure Insurance Limited UpheldInsuranceDRN-5898851 The complaint Mr and Mrs W were unhappy with how their claim was handled by esure Insurance Limited (“esure”) under their home insurance policy. What happened Mr and Mrs W made a claim when a pipe in their loft leaked and caused significant damage whilst they were away on ho... (3 pages)View decision -
Decision Reference DRN-5641117
22 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5641117 The complaint Mr C complains that Barclays Bank UK PLC didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well k... (3 pages)View decision -
Decision Reference DRN-5786884
22 Oct 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5786884 The complaint Mr L complains that THE CO-OPERATIVE BANK P.L.C. failed to block a payment requested by him and failed to deal with his subsequent complaint. What happened On 23 May 2025 Mr L asked Co-op Bank through a secure message to stop a payment to his internet provider,... (2 pages)View decision -
Decision Reference DRN-5868644
22 Oct 2025 LeasePlan UK Limited Not upheldConsumer CreditDRN-5868644 The complaint Mrs J complains about end of contract charges when her agreement with LeasePlan UK Limited trading as Network (LPUK) ended. What happened On 30 January 2019 Mrs J was supplied with a car and entered into a hire agreement with LPUK. When the vehicle was returned... (2 pages)View decision -
Decision Reference DRN-5710738
22 Oct 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5710738 The complaint Mr R complains that Wise Payments Limited won’t refund money he lost when he fell victim to a scam. A representative who I will call “C” complains on behalf of Mr R. What happened The background of this complaint is well known to both parties so I’ll only refer... (3 pages)View decision -
Decision Reference DRN-5648751
22 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5648751 The complaint Ms C complains that Revolut Ltd will not reimburse funds she said she lost to a scam. What happened Ms C made two payments totalling £489.87 for the purchase of cryptocurrency. She reported the matter to Revolut but it didn’t reimburse the funds she said had be... (2 pages)View decision -
Decision Reference DRN-5748258
22 Oct 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5748258 The complaint Mr G complains that Oodle Financial Services Limited (Oodle) hasn’t made a fair offer to settle his complaint about a car it supplied to him under a hire purchase agreement, which Oodle has accepted was of unsatisfactory quality. What happened In May 2024, Mr ... (3 pages)View decision -
Decision Reference DRN-5711171
22 Oct 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5711171 The complaint Mr C complains that Vanquis Bank Limited (Vanquis) gave in him incorrect information about a promotional offer on his credit card. What happened Mr C said that when he applied for the card it was advertised as being interest free on balance transfers and purcha... (3 pages)View decision
