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-5536841
16 Jul 2025 Alwyn Insurance Company Limited UpheldInsuranceDRN-5536841 The complaint Mr S complains that Alwyn Insurance Company Limited declined a claim on his pet insurance policy. Where I refer to Alwyn, this includes its agents and claims handlers acting on its behalf. What happened In May 2024 Mr S took out a lifetime pet insurance policy ... (4 pages)View decision -
Decision Reference DRN-5530441
16 Jul 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5530441 The complaint Mr D complains J.P. Morgan Europe Limited trading as Chase locked him out of his online banking whilst he was abroad causing him considerable inconvenience. What happened Mr D has an account with Chase. At the beginning of 2025, Mr D raised a dispute in relatio... (2 pages)View decision -
Decision Reference DRN-5637781
16 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5637781 The complaint Mr B complains that Revolut Ltd won’t refund money he lost when he fell victim to a job scam. What happened The detailed background to this complaint is well known to both parties and has also been set out previously by the investigator. So, I’ll provide an ov... (4 pages)View decision -
Decision Reference DRN-5669883
16 Jul 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5669883 The complaint Mr K complains that Metro Bank Plc (Metro) didn’t do enough to protect him from the financial harm caused by a cryptocurrency investment scam. Mr K has been represented by a claims management company throughout his complaint. I have referred to them as Mr K’s ... (4 pages)View decision -
Decision Reference DRN-5587056
16 Jul 2025 Next Retail Limited Not upheldConsumer CreditDRN-5587056 The complaint Mr F complains that Next Retail Limited trading as Next Online (Next) acted irresponsibly by agreeing to a credit account he said he couldn’t afford. In bringing his complaint Mr F is represented by a third party. For ease of reading I will only refer to Mr F i... (3 pages)View decision -
Decision Reference DRN-5696506
16 Jul 2025 Inclusive Finance Limited Not upheldConsumer CreditDRN-5696506 The complaint Mr S complains that Inclusive Finance Limited, trading as Creditspring, acted irresponsibly went he borrowed money from them. What happened Creditspring offer loans with a monthly membership cost rather than an interest rate. Having previously had a loan from... (4 pages)View decision -
Decision Reference DRN-5600408
16 Jul 2025 Santander UK Plc Not upheldMortgagesDRN-5600408 The complaint Miss H complains about delays and the poor service she received from Santander UK Plc when she was moving to another property and trying to port her mortgage following her separation from her partner. What happened Miss H had a joint mortgage with her partner t... (2 pages)View decision -
Decision Reference DRN-5695470
16 Jul 2025 Creation Financial Services Limited Not upheldBanking and PaymentsDRN-5695470 The complaint Mr T complains that Creation Financial Services Limited declined his claim made under Section 75 of the Consumer Credit Act 1974 (CCA). He’d like the claim accepted. What happened In August 2023 Mr T used his Creation credit card to pay £4,400 towards an agree... (3 pages)View decision -
Decision Reference DRN-5551768
16 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5551768 The complaint Miss V complains Revolut Ltd (“Revolut”) debited £250 from her account without her knowledge or authorisation. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here in detail. Instead, I’ll focus on settin... (2 pages)View decision -
Decision Reference DRN-5692026
16 Jul 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5692026 The complaint Mr H is unhappy with the redress offered by Moneybarn No. 1 Limited (Moneybarn) after it agreed that a car they supplied to him under a conditional sale agreement was of an unsatisfactory quality. What happened In November 2024 Mr H was supplied with a used ca... (4 pages)View decision