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-5215531
13 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5215531 The complaint Miss B complains on behalf of her daughter that Lloyds Bank plc (Lloyds) refused to close her Junior Individual Savings Account (JISA) despite receiving a letter saying that she could. What happened Miss B says that she received a letter in August 2024 stating ... (2 pages)View decision -
Decision Reference DRN-4939729
13 Jan 2025 Telefonica UK Limited UpheldConsumer CreditDRN-4939729 The complaint Ms T has complained Telefonica UK Limited, trading as O2, continued to show an outstanding credit agreement on her credit report despite this having been cancelled. She believes the compensation they offered was inadequate. What happened In September 2023 Ms T ... (2 pages)View decision -
Decision Reference DRN-4837776
13 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4837776 The complaint Mrs L is unhappy that Monzo Bank Ltd will not refund the money she lost as the result of an authorised push payment (APP) scam. What happened Both parties are familiar with the details of the scam so I will provide only a summary here. It concerns the followin... (4 pages)View decision -
Decision Reference DRN-5254063
13 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5254063 The complaint Mr S complains Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat them again here in detail. The facts are not in dispute so I w... (7 pages)View decision -
Decision Reference DRN-4862876
13 Jan 2025 Vodafone Limited Not upheldConsumer CreditDRN-4862876 The complaint Mrs P has complained Vodafone Limited is continuing to charge her under a credit agreement despite her returning the mobile device. What happened In November 2023 Mrs P ordered a new mobile handset which she agreed to pay under a credit agreement over two years... (2 pages)View decision -
Decision Reference DRN-5211479
13 Jan 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5211479 The complaint Miss M complains that Shop Direct Finance Company Limited trading as very was irresponsible in its lending to her. She wants all interest paid on her account refunded and the default applied to her credit file removed. What happened Miss M was provided with a S... (3 pages)View decision -
Decision Reference DRN-5192373
13 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5192373 The complaint Mr B complained about what happened when he tried unsuccessfully to install Santander UK Plc’s mobile banking application on his phone . What happened Mr B was unable to complete the process to download and install Santander’s mobile banking application (‘app&... (3 pages)View decision -
Decision Reference DRN-5038191
13 Jan 2025 Admiral Financial Services Limited UpheldConsumer CreditDRN-5038191 The complaint Miss H has complained Admiral Financial Services Limited is asking her to repay a fixed- sum loan she took out as the result of emotional and financial abuse. What happened In June 2018, Miss H applied for a loan with Admiral for £25,000. She made this applicat... (2 pages)View decision -
Decision Reference DRN-5253701
13 Jan 2025 American International Group UK Limited UpheldInsuranceDRN-5253701 The complaint B complains that AMERICAN INTERNATIONAL GROUP UK LIMITED (‘AIG’) unfairly declined a claim it made on its retail combined insurance policy, which it then voided for the policy year claimed on as well as two previous years. It’s also unhappy with the service it ... (4 pages)View decision -
Decision Reference DRN-5255884
13 Jan 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5255884 The complaint Mr H’s representative (‘CMC’) complains about the due diligence Pathlines Pensions UK Limited undertook before accepting the transfer of Mr H’s personal pensions and Mr H’s defined-benefit (‘DB’) occupational pension scheme into a Self-Invested Personal Pension... (43 pages)View decision
