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 380824 results
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Decision Reference DRN-5601277
30 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5601277 The complaint Mr D complains that Monzo Bank Limited won’t refund to him the payments that he made for two digital instructional videos. What happened Mr D bought two digital instructional videos from a merchant that he paid for using his Monzo Bank account and £515.02 was d... (3 pages)View decision -
Decision Reference DRN-5486269
30 Jun 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5486269 The complaint Mr C complains that Lowell Portfolio I limited (Lowell) won’t accept his offer for a repayment plan with him having to share more information with them. What happened Mr C had an account with a business I’ll call N for the purposes of this decision. At some poi... (2 pages)View decision -
Decision Reference DRN-5655303
30 Jun 2025 Zurich Insurance Company Ltd UpheldInsuranceDRN-5655303 The complaint Mrs W complains about how Zurich Insurance Company Ltd responded to her property insurance claim. Zurich’s been represented for the claim at points. For simplicity in places I’ve referred to the representative’s actions as being Zurich’s own. For the same reas... (11 pages)View decision -
Decision Reference DRN-5601340
30 Jun 2025 JBR Capital Limited Not upheldConsumer CreditDRN-5601340 The complaint Mr and Mrs T complain about issues with a car that was supplied to them under a hire purchase agreement with JBR Capital Limited and that the lending was unaffordable for them. What happened A used car was supplied to Mr and Mrs T under a hire purchase agreemen... (3 pages)View decision -
Decision Reference DRN-5268339
30 Jun 2025 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5268339 The complaint Mr S has complained that Legal & General (L&G) provided poor service in his annuity purchase process. He has complained that L&G provided unclear communication and caused a delay which resulted in him suffering a financial loss. Mr S would like to b... (5 pages)View decision -
Decision Reference DRN-5657796
30 Jun 2025 JAJA FINANCE LTD Not upheldConsumer CreditDRN-5657796 The complaint Mr R complains that JAJA Finance Limited has not met its obligations in regard to transactions he made on his credit card to pay for a Timeshare type agreement. What happened In July 2015 Mr R and Mrs R entered into a timeshare type ... (4 pages)View decision -
Decision Reference DRN-5502705
30 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5502705 The complaint Miss C complains that Barclays Bank UK PLC won’t reimburse her a loss she suffered from an investment fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In or around May 2024, Miss C... (4 pages)View decision -
Decision Reference DRN-5392301
30 Jun 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-5392301 The complaint Mr G has com has complained about charges Lex Autolease Ltd applied at the end of his lease agreement, when he was expecting a rebate. What happened Mr G entered into a car hire agreement with Lex, at a fixed monthly cost, with a mileage allowance. At the end o... (2 pages)View decision -
Decision Reference DRN-5307680
30 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5307680 The complaint Ms A complains that Barclays Bank UK PLC is holding her liable for transactions which she says she didn’t authorise. What happened Ms A held an account with Barclays. She went on holiday overseas between 31 October 2023 and 7 November 2023 and while she was aw... (3 pages)View decision -
Decision Reference DRN-5545969
30 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5545969 The complaint Mr and Mrs S complain that Nationwide Building Society sent them incorrect information about their current account which caused them distress. What happened Mr and Mrs S said on 4 November 2024 at around 7am they received a text war... (3 pages)View decision
