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 121262 results
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Decision Reference DRN-5581095
28 May 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5581095 The complaint Mr P complains that American Express Services Europe Limited (“AESEL”) failed to properly pursue his claim for a refund from the merchant. What happened Mr P ordered goods online from an overseas retailer (“the Merchant”) costing £139.10 including shipping insu... (4 pages)View decision -
Decision Reference DRN-4936700
28 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4936700 The complaint Mrs S complains that Monzo Bank Ltd won’t refund money she lost when she was a victim of a scam. Mrs S is represented by a firm I’ll refer to as ‘IC’ What happened The background to this complaint is well known to both parties and so I’ll only refer to some key... (6 pages)View decision -
Decision Reference DRN-5583158
28 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5583158 The complaint Mr P complains that Revolut Ltd (‘Revolut’) won’t refund the payments he made after falling victim to a job scam. What happened The background to this complaint isn’t in dispute so I won’t go into detail. In summary, Mr P was contacted via a messaging app by ... (8 pages)View decision -
Decision Reference DRN-5587350
28 May 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5587350 The complaint Mr F is unhappy that Westerby Trustee Services Limited (‘Westerby’) continued to take its annual loan administration fees from his self-invested personal pension (‘SIPP’), after a loan investment held within his SIPP defaulted in May 2019. What happened After ... (6 pages)View decision -
Decision Reference DRN-5587330
28 May 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5587330 The complaint Mr H has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In January 2023 Mr H entered into a two-year fixed sum loan agreeme... (5 pages)View decision -
Decision Reference DRN-5546499
28 May 2025 esure Insurance Limited UpheldInsuranceDRN-5546499 The complaint Mrs B complains esure Insurance Limited (esure) unfairly settled her claim on her motor insurance policy. What happened Mrs B made a claim on her motor insurance policy after her car was stolen. esure made a total loss settlement offer of £2,291, less the pol... (3 pages)View decision -
Decision Reference DRN-5565690
28 May 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5565690 The complaint S, a limited company, complains that HSBC UK Bank Plc failed to make an international payment causing reputational damage and delayed the return of its money. What happened S explains that on 11 November 2024 it authorised an international payment of Euros 8,30... (3 pages)View decision -
Decision Reference DRN-5586903
28 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5586903 The complaint Mr G complains Revolut Ltd failed to protect him when he was falling victim to a scam and hasn’t reimbursed him since that scam was revealed. What happened I issued a provisional decision (PD) for Mr G’s complaint on 14 May 2025. In it I set out the background... (8 pages)View decision -
Decision Reference DRN-5586869
28 May 2025 Lendwise Ltd UpheldConsumer CreditDRN-5586869 The complaint Miss P complains Lendwise Ltd brought about an unaffordable loan for her, and didn’t provide forbearance when she made it aware of financial difficulties. What happened Lendwise arranged a loan for Miss P in August 2020 through its peer to peer (P2P) lending pl... (6 pages)View decision -
Decision Reference DRN-5568127
28 May 2025 U K Insurance Limited UpheldInsuranceDRN-5568127 The complaint Miss S complains about U K Insurance Limited (“UKI”) and the service she received following a third-party claim made against her motor insurance policy. She also complains about her renewal premium price. What happened The claim and complaint circumstances are ... (6 pages)View decision
