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
-
Decision Reference DRN-5527327
25 Jul 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5527327 The complaint Mr A is unhappy with the way Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF) dealt with a claim for money back for a phone he bought through a fixed sum loan agreement with it. What happened Mr A bought a phone online through a ... (4 pages)View decision -
Decision Reference DRN-5664540
25 Jul 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5664540 The complaint Mr B and Mrs F are unhappy that Lloyds Bank General Insurance Limited (“LBG”) declined their claim for storm damage. Mr B and Mrs F are joint policyholders of buildings and contents insurance underwritten by LBG. For ease of reading, I’ll refer to Mrs F through... (3 pages)View decision -
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
