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-5901557
24 Oct 2025 Spreadex Limited Not upheldInvestmentsDRN-5901557 The complaint Mr N complains Spreadex Limited (Spreadex) caused him financial loss by improperly allowing him to open a spread betting account and unfairly charged him for its services. His complaint is brought by his professional representative. What happened Mr N opened ... (6 pages)View decision -
Decision Reference DRN-5724137
24 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5724137 The complaint Mrs R complains about how Barclays Bank UK PLC trading as Barclaycard (‘BC’) handled a claim she made to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolv... (4 pages)View decision -
Decision Reference DRN-5896845
24 Oct 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5896845 The complaint T and T, a limited company, has complained Clydesdale Bank plc, trading as Virgin Money, won’t refund them for six transactions they didn’t authorise. What happened T and T is a limited company with two directors, Mr F and Mr H. I shall refer to T and T as T th... (3 pages)View decision -
Decision Reference DRN-5762442
24 Oct 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5762442 The complaint Mr H has complained about the service he has received from St. James's Place Wealth Management Plc (“SJP”). He’s said he was promised higher returns on his investment compared to other providers, despite the charges being higher, but this hasn’t come to fr... (5 pages)View decision -
Decision Reference DRN-5709714
24 Oct 2025 Aviva Insurance Limited UpheldInsuranceDRN-5709714 The complaint Mr P is unhappy that Aviva Insurance Limited (“Aviva”) declined his claim for a stolen mobile phone. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are the key events. Mr P insured his phone through... (3 pages)View decision -
Decision Reference DRN-5853531
24 Oct 2025 Black Horse Limited UpheldConsumer CreditDRN-5853531 The complaint Miss C says Black Horse Limited (‘Black Horse’), irresponsibly lent to her. She says it didn’t take reasonable steps to ensure she could afford the repayments towards a hire purchase agreement to purchase a static caravan. She says the loan wasn’t affordable as... (5 pages)View decision -
Decision Reference DRN-5780276
24 Oct 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5780276 The complaint Mr S complains Prepay Technologies Ltd who issue final responses on behalf of Monese allowed over £1,000’s worth of gambling transactions to leave his account between March and April 2025. What happened Mr S has an account with Monese. He’s a registered GamStop... (2 pages)View decision -
Decision Reference DRN-5655710
24 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5655710 The complaint Miss C complains Monzo Bank Ltd allowed her to deposit approximately £20,000 and gamble it on online casinos sometimes depositing thousands of pounds in minutes. What happened Miss C opened an account with Monzo in August 2024. She’s told us that she has a gamb... (2 pages)View decision -
Decision Reference DRN-5860845
24 Oct 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5860845 The complaint Mr D is unhappy that Legal and General Assurance Society Limited have declined a claim he made on his income protection policy. What happened Mr D made a claim on an income protection policy. Legal and General declined the claim. Mr D appealed the decision but ... (2 pages)View decision -
Decision Reference DRN-5514216
24 Oct 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5514216 The complaint Mr K complains Lloyds Bank PLC offered him no support despite him gambling in excess of £80,000. What happened Mr K has been a customer of Lloyds Bank for many years. In 2022 Mr K complained to Lloyds Bank about his overdraft saying that it had lent to him irre... (3 pages)View decision
