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-5642713
25 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5642713 The complaint J, a company, complains Barclays Bank UK PLC won’t refund a direct debit. What happened J has an account with Barclays. In August 2024 J cancelled a direct debit. In February 2025 J contacted Barclays asking for all the payments that had been made under the dir... (2 pages)View decision -
Decision Reference DRN-5619419
25 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5619419 Complaint Miss H and Mr P are unhappy that Lloyds Bank PLC didn’t reimburse them after they reported falling victim to a scam. Although the payments here were made from a joint account, Mr P has taken the lead in bringing the complaint and so I’ll generally refer to him in t... (3 pages)View decision -
Decision Reference DRN-5644514
25 Jul 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5644514 The complaint Mr M and Miss P are unhappy with the service provided by Royal & Sun Alliance Insurance Limited (RSA) following a claim made on their home insurance policy. Mr M and Miss P are both party to this complaint. Mr M has primarily dealt with this service. For e... (5 pages)View decision -
Decision Reference DRN-5709207
25 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5709207 Complaint Mr S is unhappy that Starling Bank Limited didn’t refund him after he reported falling victim to a scam. Background In April 2024, Mr S received a phone call from an individual claiming to be a representative of Starling Bank. He was informed that suspicious activ... (3 pages)View decision -
Decision Reference DRN-4914994
25 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4914994 The complaint Miss W complains that Monzo Bank Ltd won’t reimburse her money she lost after she was defrauded. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In January 2024, Miss W received a teleph... (3 pages)View decision -
Decision Reference DRN-5501833
25 Jul 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5501833 The complaint Mr H complains that Great Lakes Insurance UK Limited has stopped offering subsidence cover on his buildings insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the background: Mr H took out a buildings insurance policy thr... (3 pages)View decision -
Decision Reference DRN-5633869
25 Jul 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5633869 The complaint Mr T complains about how Toyota Financial Services (UK) PLC trading as Redline Finance (RF) administered his hire purchase agreement when he was unable to repay it. He says the key parts of his complaint are that: • RF illegally threatened and intimidated him ... (4 pages)View decision -
Decision Reference DRN-5426141
25 Jul 2025 etika Finance UK Limited Not upheldConsumer CreditDRN-5426141 The complaint Mrs H has complained about how Etika Finance UK Limited (Etika) handled her refund claim she made to them. What happened Mrs H purchased a bed and mattress from a retailer I shall call “T” in November 2023. She paid for this with a finance agreement taken out w... (5 pages)View decision -
Decision Reference DRN-5197517
25 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5197517 The complaint Mr H is unhappy Starling Bank Limited (‘Starling’) won’t reimburse him the money he lost when he fell victim to an impersonation / safe account scam. What happened The circumstances of the complaint are well-known to both parties, so I don’t intend on setting ... (5 pages)View decision -
Decision Reference DRN-5698558
25 Jul 2025 Society of Lloyd's UpheldInsuranceDRN-5698558 The complaint L, a company, represented by its director, in turn represented by a claims management company, “K”, has complained about Society of Lloyd’s (SOL). SOL provides the insurance for L’s property. When L made a fire claim, SOL said L was underinsured and paid only a... (4 pages)View decision
