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 123872 results
-
Decision Reference DRN-5732693
4 Aug 2025 Lloyds Bank PLC UpheldConsumer CreditDRN-5732693 The complaint Miss G is unhappy that Lloyds Bank PLC has not refunded the repayments she made towards a loan she opened with it as part of a scam. What happened In June 2024 Miss G fell victim to a bank impersonation scam. As part of this, on 12 June 2024, she was misled by the... (3 pages)View decision -
Decision Reference DRN-5574389
4 Aug 2025 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-5574389 The complaint Mr S is complaining about the way Financial & Legal Insurance Company Ltd (‘FL’) has handled a claim he made on his pet insurance policy. Another business has handled the claim on FL’s behalf. But, for ease of reference, any reference to FL includes actions... (3 pages)View decision -
Decision Reference DRN-5642971
4 Aug 2025 esure Insurance Limited UpheldInsuranceDRN-5642971 The complaint Mr E complains about how esure Insurance Limited handled a claim made on his motor insurance policy. He wants compensation for his distress and inconvenience and the financial impact caused by delays in settling the claim. What happened Mr E’s car was damaged i... (2 pages)View decision -
Decision Reference DRN-5706652
4 Aug 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5706652 The complaint Mr H has complained about the way Liverpool Victoria Insurance Company Limited (“LV”) administered his motor insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circ... (2 pages)View decision -
Decision Reference DRN-5732296
4 Aug 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5732296 The complaint Ms E complains that a used car she acquired through a conditional sale agreement financed by Moneybarn No.1 Limited trading as Moneybarn (‘Moneybarn’) is of unsatisfactory quality. What happened In May 2023 Ms E took out a conditional sale agreement to cover t... (5 pages)View decision -
Decision Reference DRN-5732399
4 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5732399 The complaint Mr B complains that Monzo Bank Ltd (“Monzo”) declined to refund a failed cash withdrawal which he’s since been held liable for. What happened Mr B was on holiday and had experienced some difficulties using his Monzo card. He explained that he’d attempted to pur... (3 pages)View decision -
Decision Reference DRN-5718840
4 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5718840 The complaint Miss J complains that Santander UK Plc (Santander) won’t refund the money she lost when she fell victim to a job scam. Miss J is represented in this complaint, but I’ll refer to her as it’s her complaint. What happened The detailed background to this complaint... (9 pages)View decision -
Decision Reference DRN-5718824
4 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5718824 The complaint Miss J complains that Nationwide Building Society (Nationwide) won’t refund the money she lost when she fell victim to a job scam. Miss J is represented in this complaint, but I’ll refer to her as it’s her complaint. What happened The detailed background to th... (7 pages)View decision -
Decision Reference DRN-5162902
4 Aug 2025 ClearBank Limited UpheldBanking and PaymentsDRN-5162902 The complaint C complains that ClearBank Limited won’t reimburse him for payments he made to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. On 28 May 2024 ... (4 pages)View decision -
Decision Reference DRN-5713139
2 Aug 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5713139 The complaint Mr L complains that TSB Bank plc did not award him an account switch incentive in full. What happened Mr L opened a TSB account on 23 August 2024. Part of the switch incentive offered £15 if 20 transactions were made in the first six months the account was open... (2 pages)View decision
