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 381196 results
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Decision Reference DRN-5777313
22 Sep 2025 Black Horse Limited UpheldConsumer CreditDRN-5777313 The complaint Mr H is complaining about Black Horse Limited. He says they were irresponsible in lending to him as the repayments were unaffordable. A representative has been dealing with Mr H’s complaint but for ease I’ve written as if we’ve dealt with Mr H directly througho... (3 pages)View decision -
Decision Reference DRN-5796609
22 Sep 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5796609 The complaint Ms K has complained that PayPal UK Ltd (“PayPal”) placed a permanent limitation on her account which meant that she has been unable to use her PayPal account. Ms K says that PayPal has not explained why the permanent limitation has been put on her account or wh... (3 pages)View decision -
Decision Reference DRN-5612041
22 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5612041 The complaint Mr H has complained that Barclays Bank UK PLC (“Barclays”) failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instead, I will... (3 pages)View decision -
Decision Reference DRN-5576225
22 Sep 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5576225 Complaint Mr G is unhappy that Kroo Bank Ltd didn’t refund him after he fell victim to a scam. Background In 2020, Mr G invested £250 in what he believed was an opportunity promoted by a well- known public figure. He later found that the website of the firm he believed he wa... (3 pages)View decision -
Decision Reference DRN-5620531
22 Sep 2025 Chetwood Financial Limited Not upheldConsumer CreditDRN-5620531 The complaint Mrs F complains that Chetwood Financial Limited trading as BetterBorrow (“BetterBorrow”) irresponsibly provided her with a loan and didn’t conduct sufficient affordability checks whilst she was struggling financially. What happened BetterBorrow provided Mrs F ... (4 pages)View decision -
Decision Reference DRN-5479090
22 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5479090 The complaint Mrs I complains Monzo Bank Ltd (“Monzo”) closed her account and applied an adverse fraud marker against her. Mrs I adds she couldn’t properly deal with Monzo’s queries leading up to the closure due to the severity and sensitivity of her personal circumstances a... (2 pages)View decision -
Decision Reference DRN-5571834
22 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5571834 The complaint Mrs K, via a representative, has complained that Revolut Ltd (“Revolut”) failed to refund the money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. I... (3 pages)View decision -
Decision Reference DRN-5698844
22 Sep 2025 Rothesay Life Plc Not upheldPensions and AnnuitiesDRN-5698844 The complaint Mr J complained because Rothesay Life Plc miscalculated his pension benefits and went on to ask him to repay a sum. What happened Mr J was a member of a previous employer’s pension scheme, which he left in 1994. Some years later (around August 2005) this emplo... (3 pages)View decision -
Decision Reference DRN-5831230
22 Sep 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5831230 The complaint Mr and Mrs P are unhappy with the way Intact Insurance UK Limited (“Intact”) dealt with a claim on their home insurance policy after an escape of water. Mrs P has acted as the main representative during the claim and complaint process. So, for ease, I’ll refer... (5 pages)View decision -
Decision Reference DRN-5524489
22 Sep 2025 Leeds Building Society Not upheldMortgagesDRN-5524489 The complaint Mr L complains that Leeds Building Society declined his application for an interest-only mortgage. What happened Mr L applied for an interest-only residential mortgage of around £60,000 with Leeds Building Society (LBS). A declaration was submitted by his brok... (3 pages)View decision
