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 128535 results
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Decision Reference DRN-5376984
6 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5376984 The complaint Mr B complains that Barclays Bank UK Plc won’t reimburse him after he believes he fell victim to a scam. What happened Mr B owned a flat and wanted some work done on it. He posted his job online, on a website that connected customers with tradesmen, and was co... (4 pages)View decision -
Decision Reference DRN-5303145
6 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5303145 The complaint Miss N has complained that Bank of Scotland plc trading as Halifax failed in its duty of care to stop her from gambling excessively from her account. Background Miss N has a bank account with Halifax. She has explained that in early 2021 she started to gamble i... (3 pages)View decision -
Decision Reference DRN-5376460
6 Mar 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5376460 The complaint Mrs N complains about Fortegra Europe Insurance Company Ltd (Fortegra)’s settlement offer for her claim on a furniture protection plan. Fortegra uses a third party company to administer these plans and handle claims, and most of Mrs N’s correspondence has been ... (5 pages)View decision -
Decision Reference DRN-5331702
6 Mar 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5331702 The complaint Ms S is unhappy that Clydesdale Bank plc trading as Virgin Money (‘Virgin’) reported missed credit card payments to her credit file. Ms S wants her credit file amending, and for Virgin to pay her compensation. What happened Ms S didn’t pay her credit card whe... (3 pages)View decision -
Decision Reference DRN-5154288
6 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5154288 The complaint Ms W complains that Revolut Ltd did not refund a series of payments she lost to a scam. What happened Ms W found an investment opportunity on social media, that was being endorsed by multiple well-known celebrities. Unfortunately, this turned out to be a scam. ... (10 pages)View decision -
Decision Reference DRN-5365998
6 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5365998 The complaint Mr S complains that Monzo Bank Limited did not refund a series of payments he lost to a scam. What happened Mr S fell victim to a task-based job scam after he was contacted by a ‘recruiter’ and offered a remote, flexible job in which he had to complete a set am... (3 pages)View decision -
Decision Reference DRN-5252926
6 Mar 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5252926 The complaint Mr and Mrs L’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (22 pages)View decision -
Decision Reference DRN-5291560
6 Mar 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5291560 The complaint Mr and Mrs F’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (24 pages)View decision -
Decision Reference DRN-5006768
6 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5006768 The complaint Miss H complains about Revolut Ltd. She says that Revolut didn’t do enough to protect her when she became the victim of a scam and would like it to refund her the money she has lost. What happened Miss H saw an advert for investing in cryptocurrency on social... (3 pages)View decision -
Decision Reference DRN-5376280
6 Mar 2025 esure Insurance Limited UpheldInsuranceDRN-5376280 The complaint Miss W complains about how esure Insurance Limited (‘esure’) handled a claim made on her car insurance policy, including the total loss valuation it placed on her car. What happened In June 2024, Miss W’s car was damaged by being hit by a van whilst parked. So... (5 pages)View decision