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 369227 results
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Decision Reference DRN-5185676
20 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5185676 The complaint Miss A complains that Barclays Bank UK PLC did not reimburse the funds she lost to a scam. What happened Miss A says she was the victim of an authorised push payment (APP) scam, in which someone called her pretending to be from Barclays. She says they knew her ... (3 pages)View decision -
Decision Reference DRN-5542179
20 Jun 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5542179 The complaint Mr M has complained that AXA Insurance UK Plc unfairly rejected an escape of water (EOW) claim for damage under his home insurance policy. Mr M also complains that AXA provided a poor service and caused delays. What happened In March 2024 Mr M made a claim to h... (3 pages)View decision -
Decision Reference DRN-5320964
20 Jun 2025 Valour Finance Limited Not upheldConsumer CreditDRN-5320964 The complaint Mr W complains Valour Finance Limited trading as Savvy.co.uk (“Valour”) provided him with a loan that was unaffordable. What happened A summary of Mr W’s borrowing can be found in the table below. loan number loan amount agreement date repayment date number o... (4 pages)View decision -
Decision Reference DRN-5426762
20 Jun 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5426762 The complaint Mr and Mrs W say Shawbrook Bank Limited, (‘Shawbrook’), irresponsibly lent to them. They say it didn’t take reasonable steps to ensure they could afford the repayments towards a fixed sum loan agreement to purchase some windows and doors. Mr W says that he was ... (4 pages)View decision -
Decision Reference DRN-5554166
20 Jun 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5554166 The complaint Mr and Mrs T’s complaint is about a mortgage and linked current account they have with Barclays Bank UK PLC. They have said that in 2002 they took out a £100,000 mortgage and a linked flexible loan of £30,000; their understanding being that they could access th... (3 pages)View decision -
Decision Reference DRN-5401141
20 Jun 2025 Aviva Equity Release UK Limited Not upheldMortgagesDRN-5401141 The complaint The executors of Mr G’s estate have complained about a lifetime mortgage he had with Aviva Equity Release UK Limited. They believe the mortgage was mis-sold in 2002, as was a further advance in 2022, essentially due to the nature of the mortgage – that compound... (3 pages)View decision -
Decision Reference DRN-5624021
19 Jun 2025 Interactive Investor Services Limited UpheldPensions and AnnuitiesDRN-5624021 The complaint Mrs H complains about the actions of Interactive Investor Services Limited (“IISL”) in respect of her late husband’s self-invested personal pension (“SIPP”). She says it was negligent when it allowed a trade to be placed without clarifying details of the financ... (15 pages)View decision -
Decision Reference DRN-5566637
19 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5566637 The complaint Mr A complains about Monzo Bank Ltd. He says that he fell victim to an investment scam and would like Monzo to refund him the money he has lost. What happened The details of what happened are well known to all parties – so I won’t repeat them at length here. ... (2 pages)View decision -
Decision Reference DRN-5161280
19 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5161280 The complaint Mr A is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. Mr A is represented by a third party, but for ease of reference I will refer to Mr A throughout the decision. What happened The background to this complaint is well known to both partie... (5 pages)View decision -
Decision Reference DRN-5433863
19 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5433863 The complaint B says Lloyds Bank PLC (“Lloyds”) refuses to refund it for transactions on it’s account it says were unauthorised. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, B says it received a ca... (3 pages)View decision
