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 369227 results
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Decision Reference DRN-5633501
20 Jun 2025 Zurich Insurance Company Ltd UpheldInsuranceDRN-5633501 The complaint Mrs T complains about Zurich Insurance Company’s handling of a claim on her home insurance. Mrs T is represented in this matter by her mother, who I’ll refer to as Mrs R to distinguish them. I’ve referred to both in my decision. What happened Mrs T had a Zurich... (5 pages)View decision -
Decision Reference DRN-5154655
20 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5154655 The complaint Mr S complains that Revolut Ltd won’t refund the money he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Mr S saw an advert for a company that purported to ... (7 pages)View decision -
Decision Reference DRN-5108858
20 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5108858 The complaint Mr C complains that Santander UK Plc won’t refund the full amount of money he says he lost to a scam. What happened Mr C complains that from July 2018 he sent several payments to what he thought was legitimate investments. When Mr C didn’t get his promised retu... (2 pages)View decision -
Decision Reference DRN-5513271
20 Jun 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5513271 The complaint Miss C complains that the vehicle she acquired through STARTLINE MOTOR FINANCE LIMITED (“SMFL”) wasn’t of satisfactory quality. She wants to reject the car and have the credit agreement cancelled. What happened Miss C entered into a hire purchase agreement in A... (4 pages)View decision -
Decision Reference DRN-5181851
20 Jun 2025 First Response Finance Ltd Not upheldConsumer CreditDRN-5181851 The complaint Mrs M complains about the quality of a car she acquired under a hire purchase agreement with First Response Finance Ltd (FRF). When I refer to what Mrs M and/or FRF said or did, it should also be taken to include things said or done on their behalf. What happ... (4 pages)View decision -
Decision Reference DRN-5197149
20 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5197149 The complaint Mr M is unhappy that Monzo failed to raise a chargeback for him. Background Mr M approached Monzo in August 2024 asking it to process a chargeback request for him on a number of transactions relating to an online gambling website. Mr M said he believed the webs... (4 pages)View decision -
Decision Reference DRN-5632788
20 Jun 2025 ReAssure Limited UpheldInsuranceDRN-5632788 The complaint Mr M’s complaint is about deductions ReAssure Limited made to the fund values of his whole of life policies and information it gave him about those policies and those deductions. In essence, Mr M says ReAssure failed to explain these deductions, failed to reass... (6 pages)View decision -
Decision Reference DRN-5588974
20 Jun 2025 Barclays Bank Plc UpheldBanking and PaymentsDRN-5588974 The complaint A company, which I will refer to as U, complains that Barclays Bank Plc (trading as Barclaycard) wrongly applied a chargeback to its account. What happened Barclaycard provided merchant acquiring services to U. Those services allowed U to take plastic card pay... (3 pages)View decision -
Decision Reference DRN-5635926
20 Jun 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5635926 The complaint Mr R has a self-invested personal pension (SIPP) with London & Colonial Services Limited (“L&C”) now Pathlines Pensions UK Limited. Mr R says L&C mismanaged his SIPP and as a result it allowed investments to be made that were not appropriate invest... (34 pages)View decision -
Decision Reference DRN-4951145
20 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4951145 Complaint Mr A is unhappy that Lloyds Bank PLC didn’t reimburse him after he reported falling victim to a scam. Background The background to this case is well known to the parties, so I don’t intend to set it out in full here. By way of summary, in mid-2019 Mr A was offered ... (2 pages)View decision
