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-5218474
29 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5218474 The complaint Mrs U complains that Wise Payments Limited hasn’t fully refunded her after she was the victim of an elaborate investment scam. What happened Around September 2023 Mrs U found an investment company I’ll call ‘F’ on social media. She contacted F about the opportu... (2 pages)View decision -
Decision Reference DRN-5722241
29 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5722241 The complaint Mr R complains that Barclays Bank UK PLC trading as Tesco Bank lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr R applied for a Tesco Bank credit card in January 2019. In his application, Mr... (4 pages)View decision -
Decision Reference DRN-5536170
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5536170 The complaint Miss K complains Monzo Bank Ltd didn’t explain that any international payments she sent would be sent using Wise. She also complains Monzo Bank Ltd told her to contact Wise when her payment didn’t arrive at its intended destination about what had gone wrong. Wha... (2 pages)View decision -
Decision Reference DRN-5722196
29 Jul 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5722196 The complaint Mr B and Mr H complain Watford Insurance Company Europe Limited unfairly declined an accidental damage claim under a landlords insurance policy. Reference to Watford include its agents. What happened The details of this complaint are well known to the parties, ... (3 pages)View decision -
Decision Reference DRN-5716477
29 Jul 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5716477 The complaint Mr A has complained that Great Lakes Insurance UK Limited unfairly refused to cover his phone accessories with his claim under his mobile phone insurance policy. He also complained of delayed responses from Great Lakes and a lack of communication. What happene... (3 pages)View decision -
Decision Reference DRN-5365879
29 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5365879 The complaint Mr and Mrs D have complained that Barclays Bank UK PLC won’t refund the money they lost in a scam. What happened Mr and Mrs D entered into a cryptocurrency investment scheme on the recommendation of a family member and the family member’s friends. Unfortunately... (3 pages)View decision -
Decision Reference DRN-5721945
29 Jul 2025 Ald Automotive Limited Not upheldConsumer CreditDRN-5721945 The complaint Mr G complains that ALD Automotive Limited trading as Ford Lease unfairly charged him for a missing service book. He also feels its investigation wasn’t impartial. He would like the charge for the service book waived, and consideration of a gesture of goodw... (4 pages)View decision -
Decision Reference DRN-5492103
29 Jul 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5492103 The complaint Mr A complains MBNA Limited withdrew his credit card account, after initially approving his application. What happened On 15 April 2024 Mr A applied for a credit card with MBNA, using a third-party website. Based on the information he provided; MBNA initially a... (3 pages)View decision -
Decision Reference DRN-5711166
29 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5711166 The complaint Ms P is being represented by a claims manager. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms P fell victim to a safe account scam. She was contacted by a scammer claiming to be fro... (3 pages)View decision -
Decision Reference DRN-5652685
29 Jul 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5652685 The complaint Mr J complains that Clydesdale Bank Plc sold him an interest only offset mortgage which is not operating as such – in particular, his monthly payments have not reduced even though the mortgage balance is largely offset. What happened Mr J received advice from a... (3 pages)View decision
