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 388057 results
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Decision Reference DRN-5363177
16 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5363177 The complaint Mrs W says Revolut Ltd (“Revolut”) refuses to refund her for transactions on her account that were sent to an unknown beneficiary as a result of unauthorised access to her account. What happened The facts of this complaint are well known to both parties, so I w... (2 pages)View decision -
Decision Reference DRN-5694798
16 Jul 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5694798 The complaint Ms M and Mr T have complained about the amount Royal & Sun Alliance Insurance Limited (“RSA”) offered to settle a claim they made on their home insurance policy. As Mr T has primarily dealt with the matter, I’ll refer to him on behalf of Ms M for ease of r... (4 pages)View decision -
Decision Reference DRN-5696859
16 Jul 2025 Wakam UpheldInsuranceDRN-5696859 The complaint Mr H and Mr N have complained about the manner in which Wakam has dealt with Mr H’s claim on his short term commercial vehicle insurance policy. The claim was in respect of an accident following which Mr N’s van was deemed a total loss. The policy is branded in... (3 pages)View decision -
Decision Reference DRN-5592259
16 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5592259 The complaint Mr S complains that Lloyds Bank PLC allowed him to make online gambling payments, and that it failed to support him or prevent further payments once it had been notified of his gambling problem. He complains that he has been mentally and financially affected du... (2 pages)View decision -
Decision Reference DRN-5228295
16 Jul 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5228295 The complaint J complains that Wise Payments Limited (‘Wise’) won’t reimburse him for payments he made to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. J w... (4 pages)View decision -
Decision Reference DRN-5503820
16 Jul 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5503820 The complaint Mr A complains that a car supplied to him under a finance agreement with CA AUTO FINANCE UK LTD (CA Auto) wasn’t of satisfactory quality. What happened The details of this complaint are well known to both parties and have been set out by the investigator, so I ... (3 pages)View decision -
Decision Reference DRN-5599657
16 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5599657 The complaint Mrs S complains that Barclays Bank UK PLC (“Barclays”) failed to refund money that Mrs S lost as part of a scam. What happened Mrs S was contacted by a scammer that persuaded her to invest in a company that I will call B. This company purported to be a crypto i... (3 pages)View decision -
Decision Reference DRN-5696162
16 Jul 2025 Santander UK Plc UpheldMortgagesDRN-5696162 The complaint Ms G complains that Santander UK Plc refused an application to transfer her joint mortgage into her sole name. She says that she was misled into repaying other lending, having been told that would improve the chances of her application being accepted. What happ... (6 pages)View decision -
Decision Reference DRN-5696228
16 Jul 2025 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5696228 The complaint Mrs J complains about the quality of a used car she acquired through a hire purchase agreement (HPA), financed by Secure Trust Bank Plc trading as Moneyway (Moneyway). What happened In August 2023, Mrs J acquired a used car through a HPA, financed by Moneyway. ... (5 pages)View decision -
Decision Reference DRN-5237805
16 Jul 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5237805 The complaint An organisation which I’ll call ‘S’ complains that Lloyds Bank Plc (Lloyds) made a number of errors when opening and gaining access to its bank account. It says this caused it considerable difficulties. S has been represented in this complaint by one of its co... (4 pages)View decision