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-5564729
11 Aug 2025 Specialist Lending Limited UpheldBanking and PaymentsDRN-5564729 The complaint Mr E has complained that Specialist Lending Limited, trading as Duologi “SLL” rejected his claim against it under Section 75 of the Consumer Credit Act 1974 (The Act). What happened Mr E bought a solar panel system, a battery and an inverter (the system) for h... (5 pages)View decision -
Decision Reference DRN-5300805
11 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5300805 The complaint Mr C complains that Revolut Ltd hasn’t protected him 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, Mr C has explained that in February 2024 he mad... (2 pages)View decision -
Decision Reference DRN-5690832
11 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5690832 The complaint Mr F complains Lloyds Bank plc (Lloyds) failed to carry out sufficient financial checks before it approved a credit card account for him. What happened Mr F says Lloyds approved a credit card account for him in September 2021, at a time when he had sizeable ext... (3 pages)View decision -
Decision Reference DRN-5710731
11 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5710731 The complaint Mr and Mr T complain that HSBC UK Bank Plc didn’t do enough to protect them when they made a payment to a property investment opportunity that they now consider was a scam. What happened Mr and Mr T made one payment from their HSBC account towards a property de... (3 pages)View decision -
Decision Reference DRN-5720732
11 Aug 2025 Xbridge Limited Not upheldInsuranceDRN-5720732 The complaint Mr M and Mr Y have complained about the way Xbridge Limited trading as Simply Business dealt with the renewal of their residential landlord insurance policy. Although the complaint is in joint names, Mr Y has mostly dealt with it. So for ease, I’ll mainly refe... (2 pages)View decision -
Decision Reference DRN-5590669
11 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5590669 The complaint Mr B complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (“AESEL”) did not pursue his chargeback claim properly. What happened In February 2024 Mr B paid for an online training course for his partner. This cost £1,074 which he paid with his AESEL credit car... (2 pages)View decision -
Decision Reference DRN-5746668
11 Aug 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5746668 The complaint Mr and Mrs L complain that ClearBank Limited (trading as Tide) didn’t do enough to prevent the loss they suffered when they sent two payments to one of the bank’s customer accounts because of an alleged scam. Mr and Mrs L are represented throughout by R, but f... (4 pages)View decision -
Decision Reference DRN-5705456
11 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5705456 The complaint Miss F complains that Revolut Ltd won’t reimburse her money she lost to a scam. What happened In December 2024 Miss F fell victim to an employment scam, which involved completing tasks to earn commission. To fund the tasks, Miss F sent money from her high stree... (2 pages)View decision -
Decision Reference DRN-5698286
11 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5698286 The complaint Mr K complains that NewDay Ltd blocked his card whilst he was on holiday abroad. What happened Mr K holds an Aqua credit card with NewDay. In February 2025 Mr K made a transaction whilst he was on holiday that triggered NewDay’s anti-fraud systems. A temporary ... (2 pages)View decision -
Decision Reference DRN-5746603
11 Aug 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5746603 The complaint Miss B is unhappy her claim has been delayed by Accredited Insurance (Europe) Ltd (“Accredited”) after a storm caused damage to her shed roof and part of the roof / guttering of her property. Accredited were providing a home insurance policy. What happened Miss... (3 pages)View decision
