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 380824 results
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Decision Reference DRN-5399841
14 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5399841 The complaint With the help of a professional representative (PR) Mr D complains that NewDay Ltd trading as Aqua lent to him irresponsibly. For ease, I’ll refer to the PR’s actions as being those of Mr D. What happened In November 2021, Mr D applied for – and was given - a c... (3 pages)View decision -
Decision Reference DRN-5754077
14 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5754077 The complaint Mr A is unhappy Revolut Ltd didn’t refund payments he made as part of a scam. Mr A brings his complaint via professional representatives, but for simplicity I’ve referred to the actions of Mr A throughout this decision. What happened In late 2023 Mr A saw what ... (7 pages)View decision -
Decision Reference DRN-5725606
14 Aug 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5725606 The complaint Miss S complains because Legal and General Assurance Society Limited (‘L&G’) declined her application for a life insurance policy. What happened Miss S applied for a life insurance policy with L&G. L&G said it couldn’t offer her cover because she ha... (2 pages)View decision -
Decision Reference DRN-5516633
14 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5516633 The complaint Mr O complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened Sometime before September 2022, Mr O saw an advert for an investment company on a social media platform. He clicked on the link and was then conta... (4 pages)View decision -
Decision Reference DRN-5705055
14 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5705055 The complaint Mr M complains about the actions of Barclays Bank UK Plc in relation to payments from his account that he says he didn’t make or otherwise authorise. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a... (4 pages)View decision -
Decision Reference DRN-5516687
14 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5516687 The complaint Mr O complains that Revolut Ltd won’t refund the money he lost when he was the victim of a scam. What happened Sometime before September 2022, Mr O saw an advert for an investment company on a social media platform. He clicked on the link and was then contacte... (4 pages)View decision -
Decision Reference DRN-5668251
14 Aug 2025 more 2 life Ltd UpheldMortgagesDRN-5668251 The complaint Mr and Mrs D’s complaint is about the service they received when they were trying to port their mortgage with more 2 life Ltd (m2l) to a new property. They believe the delays that it caused during the process meant that they lost the property they were purchasi... (5 pages)View decision -
Decision Reference DRN-5710092
13 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5710092 The complaint Mr W has complained that he was not properly compensated after rejecting a caravan he acquired in June 2019 using a hire purchase agreement with Black Horse Limited (“Black Horse”), and subsequently acquiring a replacement caravan, also using a hire purchase ag... (5 pages)View decision -
Decision Reference DRN-5730575
13 Aug 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5730575 The complaint Mr L and Ms S’s complaint is, in essence, that First Holiday Finance Ltd (the “Lender”) acted unfairly and unreasonably by (1) declining to meet their claim in misrepresentation under Section 75 of the Consumer Credit Act 1974 (“CCA”) and (2) being party to an ... (17 pages)View decision -
Decision Reference DRN-5427939
13 Aug 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5427939 The complaint Mr S complains Creation Consumer Finance Ltd (Creation) failed to remove a late payment marker from his credit file. What happened As the facts are well-known to both parties, I’ve only stated the key events below. On 9 March 2024, Mr S took out a fixed-sum l... (3 pages)View decision
