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 381082 results
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Decision Reference DRN-5352741
30 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5352741 The complaint Mr M has complained Lloyds Bank plc won’t refund £5,705 he lost as the result of a trading scam. What happened After seeing an online social media advert in 2021 about investing along with associated testimonials, Mr M clicked to register his interest. He recei... (3 pages)View decision -
Decision Reference DRN-5682432
30 Jul 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5682432 The complaint Mr G complains that Fairscore Ltd trading as Updraft (Fairscore) didn’t sufficiently check whether he could afford to sustain the repayments for two loans they’d lent to him. What happened In October 2020 Mr G entered into a Fixed Sum loan agreement with Fairsc... (4 pages)View decision -
Decision Reference DRN-5204720
30 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5204720 Complaint Mr B is unhappy that Bank of Scotland plc didn't reimburse him after he reported falling victim to a scam. Background In October 2021, Mr B was contacted by an individual claiming to be an art dealer from a company I’ll refer to as Company A. Following this in... (3 pages)View decision -
Decision Reference DRN-5610237
30 Jul 2025 Lenvi Servicing Limited UpheldMortgagesDRN-5610237 The complaint Miss H complains that Lenvi Servicing Limited has not offered her appropriate help when she experienced problems with her home and that it has provided a poor service. What happened In 2019 Miss H bought her home with the aid of a help-to-buy equity loan with t... (2 pages)View decision -
Decision Reference DRN-5375201
30 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5375201 The complaint Mr M has complained Santander UK plc won’t refund £10,500 he lost as the result of a trading scam. What happened After seeing an online social media advert in 2021 about investing along with associated testimonials, Mr M clicked to register his interest. He rec... (3 pages)View decision -
Decision Reference DRN-5624934
30 Jul 2025 First Central Underwriting Limited UpheldInsuranceDRN-5624934 The complaint Mrs P has complained about the total loss settlement First Central Underwriting Limited paid her – and the delay it caused in settling her claim under her car insurance policy. What happened In October 2024 Mrs P made a claim for damage to her car to her insure... (3 pages)View decision -
Decision Reference DRN-5725835
30 Jul 2025 Ageas Insurance Limited UpheldInsuranceDRN-5725835 The complaint Mrs M complains about Ageas Insurance Limited’s handling and settlement of a claim under her home insurance policy. Ageas has been represented by its agents during the claim. All references to Ageas include its agents. Mrs M has been largely represented by her ... (5 pages)View decision -
Decision Reference DRN-5725720
30 Jul 2025 U K Insurance Limited UpheldInsuranceDRN-5725720 The complaint Mr and Mrs B are unhappy that U K Insurance Limited (UKI) declined their contents insurance claim. They’re also unhappy with the service they’ve received from UKI during the handling of their claim. What happened The background to this complaint is well-known t... (5 pages)View decision -
Decision Reference DRN-5202729
30 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5202729 The complaint Mr P complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost when he fell victim to an investment scam. Mr P is being represented by solicitors in this complaint. What happened In 2023, Mr P fell victim to a scam after making payments to what he be... (3 pages)View decision -
Decision Reference DRN-5725479
30 Jul 2025 EBS Pensions Limited UpheldPensions and AnnuitiesDRN-5725479 The complaint Mr N complains that EBS Pensions Limited trading as Embark Pensions delayed the transfer of his Self-Invested Personal Pension (SIPP) to a new provider and he suffered financial loss as a result. What happened Mr N had a SIPP with Embark. He requested that his ... (7 pages)View decision
