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 370149 results
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Decision Reference DRN-5555077
27 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5555077 The complaint Mr S has complained American Express Services Europe Limited, trading as American Express, won’t refund him for a transaction he believes he didn’t authorise. What happened Mr S raised a dispute with American Express in June 2024. He noted there was a pending d... (2 pages)View decision -
Decision Reference DRN-5528348
27 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5528348 The complaint Mr C complains that Barclays Bank UK PLC trading as Tesco Bank (“Tesco”) failed to refund transactions he didn’t recognise. What happened Mr C contacted Tesco after noticing two payments to the same bar had been taken from his account that he didn’t recognise. ... (3 pages)View decision -
Decision Reference DRN-5358626
27 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5358626 The complaint Mr U complains that Lloyds Bank PLC won’t refund money he lost when he was a victim of a cryptocurrency investment scam. Mr U is professionally represented, however, to keep things simple, I’ll refer to Mr U What happened The background to this complaint is w... (3 pages)View decision -
Decision Reference DRN-5571500
27 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5571500 The complaint Mrs A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. Mrs A is represented in her complaint by professional representatives. What happened In September 2023 Monzo received a fraud report from anoth... (3 pages)View decision -
Decision Reference DRN-5410642
27 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5410642 The complaint Mr N and Ms W’s complaint is about the rejection of a claim made under their travel insurance policy with Inter Partner Assistance SA (“IPA”). What happened Mr N and Ms W planned a trip from April 2024. They say they planned to return to the UK in October 2024 ... (5 pages)View decision -
Decision Reference DRN-5407819
27 Jun 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5407819 The complaint Mr and Mrs S have complained about what happened when they wanted to port their mortgage they held with Barclays Bank UK PLC to a new property. They’ve said delays by Barclays meant they were unable to port the mortgage, and led to them having to take a mortgag... (3 pages)View decision -
Decision Reference DRN-5650880
27 Jun 2025 Aviva Insurance Limited UpheldInsuranceDRN-5650880 The complaint Miss M complains about how Aviva Insurance Limited settled a claim she made on her commercial property insurance policy. Reference to Aviva includes its agents. What happened Miss M holds a commercial insurance policy with Aviva. After a tenant in one of her pr... (5 pages)View decision -
Decision Reference DRN-5570635
27 Jun 2025 Travelers Insurance Company Limited UpheldInsuranceDRN-5570635 The complaint A company, which I’ll refer to as D, complains that Travelers Insurance Company Limited declined a claim on D’s business protection insurance policy. Mr L, who is a director of D, brings the complaint on D’s behalf. What happened D hires out boats for customers... (3 pages)View decision -
Decision Reference DRN-5639704
27 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5639704 The complaint Mr and Mrs B’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) being party to an unf... (19 pages)View decision -
Decision Reference DRN-5520547
27 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5520547 The complaint Mr and Mrs H have complained Barclays Bank UK PLC won’t refund them for numerous cash withdrawals and card transactions they say they didn’t authorise. What happened In October 2024 Mrs H contacted Barclays to dispute transactions she’d not made on the joint ac... (3 pages)View decision
