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 392389 results
-
Decision Reference DRN-5698796
5 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5698796 The complaint Ms N complains that Revolut Ltd hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Ms N has explained that in November 2024 she ma... (2 pages)View decision -
Decision Reference DRN-5953639
5 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5953639 The complaint Miss B is unhappy with how Monzo Bank Ltd dealt with her chargeback claim. What happened The parties are familiar with the background of this complaint, so I will summarise it briefly here, which reflects my informal remit. In June 2025 Miss B purchased clothin... (3 pages)View decision -
Decision Reference DRN-5914262
5 Dec 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5914262 The complaint Mr T is unhappy with finance put in place by Close Brothers Limited (‘CBL’) to cover the cost of motorbike insurance. What happened Around April 2025 Mr T took out an insurance policy for a motorbike through a broker I’ll refer to as ‘N’. He says he later beca... (2 pages)View decision -
Decision Reference DRN-5894693
5 Dec 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5894693 The complaint Mr W complains that The Co-Operative Bank PLC (‘The Co-op’) failed to correctly apply two credits to his account. What happened Mr W had a current account with The Co-op. He complained to The Co-op on 11 August 2025 about two credits, of £904 and £83.30, being... (2 pages)View decision -
Decision Reference DRN-5912638
5 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5912638 The complaint Mr M complains that HSBC UK Bank Plc has failed to refund the money he lost as part of an investment scam. Mr M is represented in this matter, but for ease of reading I will refer to Mr M throughout this decision. What happened The background to this complaint ... (5 pages)View decision -
Decision Reference DRN-5711800
5 Dec 2025 Virgin Media Mobile Finance Limited Not upheldConsumer CreditDRN-5711800 The complaint Mr I complained about the way Virgin Media Mobile Finance Limited (VMMF) administered the fixed sum loan agreements he had with it. What happened The events surrounding this complaint are well known to both parties, so I’ll only summarise what happened briefly... (3 pages)View decision -
Decision Reference DRN-5741302
5 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5741302 The complaint Mr A complains about the way U K Insurance Limited (“UKI”) handled a claim he made on his motor insurance policy. What happened Mr A held a motor insurance policy with UKI. He reported a claim to them in September 2024 when his vehicle was hit while parked. Un... (4 pages)View decision -
Decision Reference DRN-5745750
5 Dec 2025 Lendable Ltd Not upheldConsumer CreditDRN-5745750 The complaint Miss S complains that Lendable Ltd gave her incorrect information about how a payment plan would affect her credit file. What happened Miss S had a personal loan with Lendable and called them as she was experiencing financial difficulty and couldn’t make the up... (3 pages)View decision -
Decision Reference DRN-5999730
5 Dec 2025 First Central Underwriting Limited UpheldInsuranceDRN-5999730 The complaint Ms N complains First Central Underwriting Limited (“First Central”) failed to inspect and repair her car fully following a claim on her motor insurance policy. She says First Central has caused delays, left her car unsecure and caused her severe distress and in... (4 pages)View decision -
Decision Reference DRN-6000123
5 Dec 2025 Telefonica UK Limited Not upheldConsumer CreditDRN-6000123 The complaint Mr R complaints that Telefonica UK Limited trading as O2 gave him five fixed sum loan agreements for devices he couldn’t afford to repay. What happened O2 gave Mr R the following fixed sum loan agreements: Agreement Date DeviceTotal cost Repayment terms 1 Decem... (4 pages)View decision