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 370904 results
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Decision Reference DRN-5210942
28 Mar 2025 First Data Europe Limited Not upheldBanking and PaymentsDRN-5210942 The complaint A company, which I will refer to as F, complains that First Data Europe Limited (trading as Clover) has unfairly held it liable for chargebacks. What happened F’s director told us: F had an agreement with Clover which allowed F to take payments from its cus... (3 pages)View decision -
Decision Reference DRN-5433507
28 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5433507 The complaint Mr W complains about how his insurer, U K Insurance Limited (UKI) valued his vehicle as a total loss following a collision. Any reference to UKI in this decision includes their agents. What happened In June 2024 Mr W’s vehicle, being driven by his wife, was h... (6 pages)View decision -
Decision Reference DRN-5366361
28 Mar 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5366361 The complaint Mr S complains about the way Domestic & General Insurance Plc (D&G) have handled his television insurance policy. What happened Mr S had a D&G appliance insurance policy for a television. D&G say Mr S has had a similar policy for several applian... (2 pages)View decision -
Decision Reference DRN-5426326
28 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5426326 The complaint Mr A complains that Revolut Ltd won’t refund several payments he says he made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of b... (4 pages)View decision -
Decision Reference DRN-5396626
28 Mar 2025 Pepperstone Limited Not upheldInvestmentsDRN-5396626 The complaint Mr M has complained that Pepperstone Limited (‘Pepperstone’) encouraged him to ‘opt-up’ from retail to an elective professional client (‘EPC’) status for his spreadbetting account. He says he wasn’t suitable for such an account and the information he provided a... (19 pages)View decision -
Decision Reference DRN-5434767
28 Mar 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5434767 The complaint Mr W’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (15 pages)View decision -
Decision Reference DRN-5434953
28 Mar 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5434953 The complaint In summary, Mr D complains that Zopa Bank Limited, shouldn’t have provided him with a loan in 2017 that was unaffordable for him. In bringing his complaint, Mr D is represented by a business that I will refer to as S. What happened In January 2017 Zopa provide... (5 pages)View decision -
Decision Reference DRN-5388763
28 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5388763 The complaint Mr D complains that Santander UK Plc made an error in taking a standing order payment from his account at another financial business. What happened Mr D says that he closed his account with Santander in 2020. But that he received a statement from his other bank... (2 pages)View decision -
Decision Reference DRN-5355681
28 Mar 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5355681 The complaint Mr M and Miss R complain they were given incorrect information about the monthly payments when applying for a further advance on their Barclays Bank UK PLC mortgage. What happened Mr M and Miss R had a mortgage with Barclays of approximately £112,000. In Februa... (3 pages)View decision -
Decision Reference DRN-4948733
28 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-4948733 The complaint Mr B complains that National Westminster Bank Public Limited Company (“NatWest”) hasn’t upheld his claim under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened In April 2024, Mr B purchased return flights to Vietnam for him and one other... (3 pages)View decision
