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 383377 results
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Decision Reference DRN-5079726
3 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5079726 The complaint Ms O complains that Monzo Bank Ltd won’t refund money she lost when she was a victim of a scam. Ms O is being represented by a firm I’ll refer to as ‘S’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some... (4 pages)View decision -
Decision Reference DRN-5498012
3 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5498012 The complaint Ms Z complains about the customer service she received in a branch of Lloyds Bank PLC on three separate visits. What happened Firstly, in summer 2024 Ms Z says she visited the branch to close her ISA account. She says the branch was empty but she was still kep... (2 pages)View decision -
Decision Reference DRN-5658384
3 Jul 2025 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5658384 The complaint Mr B complains that N.I.I.B. Group Limited, trading as Northridge Finance, has unfairly terminated the hire purchase agreement under which a car had been supplied to him and sold the car for less than it was worth. What happened A used a car was supplied to Mr ... (3 pages)View decision -
Decision Reference DRN-5491817
3 Jul 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5491817 The complaint Mr S complains that his motor insurance policy provided by Liverpool Victora Insurance Company Limited (LV) isn’t showing on the Motor Insurance Database (MID). He wants this corrected. What happened DVLA contacted and then fined Mr S because it said his car w... (2 pages)View decision -
Decision Reference DRN-5590464
3 Jul 2025 Tradex Insurance Company PLC Not upheldInsuranceDRN-5590464 The complaint Mr J complains that Tradex Insurance Company PLC (“Tradex”) dealt with a claim against his motor trade insurance policy despite him informing them he would deal with it directly. What happened Mr J’s son was involved in an accident while driving Mr J’s car. Mr... (4 pages)View decision -
Decision Reference DRN-5289881
3 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5289881 The complaint Miss K is being represented by solicitors. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss K fell victim to a cruel investment scam after she was contacted out of the blue and enco... (3 pages)View decision -
Decision Reference DRN-5473847
3 Jul 2025 Creation Consumer Finance Ltd UpheldBanking and PaymentsDRN-5473847 The complaint Mr I complains that Creation Consumer Finance Ltd defaulted his account after he’d repaid the balance. What happened Mr I says he called Creation to pay off the account and close it. He says he paid the amount specified, but the following day he was notified a... (2 pages)View decision -
Decision Reference DRN-5660183
3 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5660183 The complaint Miss A complains that Barclays Bank UK plc trading as Tesco Bank (‘Tesco’) caused significant distress to her and her family when processing her request to write off her credit card debt on medical grounds. Miss A seeks compensation. What happened Miss A compla... (2 pages)View decision -
Decision Reference DRN-5334730
3 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5334730 The complaint Miss C complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund the money she lost as the result of a scam. What happened The background to the scam is well known to the parties, so I’ll simply summarise it here. Briefly, Miss C ... (3 pages)View decision -
Decision Reference DRN-5105870
3 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5105870 The complaint Mr A is unhappy that Starling Bank Limited will not refund £950 he lost as the result of a scam. What happened The background to this complaint is well known to both parties so I will not set it out in detail here. In summary, Mr A fell victim to a safe account... (3 pages)View decision
