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 4777 results
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Decision Reference DRN-5864991
9 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5864991 The complaint Mr W is unhappy with Revolut Ltd. Mr W said Revolut failed to protect him from significant financial harm from his compulsive gambling transactions. What happened During the early part of 2025 Mr W carried out numerous gambling transactions. He said he hadn’t... (3 pages)View decision -
Decision Reference DRN-4498923
8 Jan 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4498923 The complaint Mrs M has complained that Lloyds Bank PLC won’t refund transactions she says she didn’t make or otherwise authorise. What happened During a day in spring 2023, over £5,000 worth of bank transfers were made from Mrs M’s Lloyds current account to another account, us... (3 pages)View decision -
Decision Reference DRN2900908
18 Jan 2016 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Ms M complains that Ageas Insurance Limited should pay her claim on a motor insurance policy.backgroundMs M reported to her insurer that - six months previously - her vehicle had broken down shortly after she refuelled it. She complained that her insurer wouldn’t ... (2 pages)View decision -
Decision Reference DRN8064813
9 Jan 2018 Lloyds Bank PLC Not upheldBanking and creditMr A says Lloyds Bank PLC (“Lloyds”) mis-sold him a Gold packaged bank account. He’s used a Claims Management Company (“CMC”) to make his complaint.backgroundWhen it looked at Mr A’s complaint, Lloyds agreed it had mis-sold the Gold account and offered a refund of th... (1 page)View decision -
Decision Reference DRN2923578
24 Feb 2020 Barclays Bank UK PLC Not upheldBanking and creditMr M complains that Barclays Bank UK PLC closed his current account and registered a fraud prevention marker against him without due cause.BackgroundIn 2016 Mr M connected with another individual, who we’ll call Mr A, through a website designed to connect investors with entrepreneurs. They... (3 pages)View decision -
Decision Reference DRN3035752
19 Nov 2015 Lloyds Bank PLC Not upheldBanking and creditMr J complains that Lloyds Bank plc negligently allowed a fraudster to obtain a bank card and overdraft facilities on his account, which were then used to make fraudulent cash withdrawals. backgroundMr J’s debit card was reported as damaged, and a replacement requested. ... (3 pages)View decision -
Decision Reference DRN4926112
11 Dec 2018 Bank of Ireland (UK) Plc Not upheldBanking and creditMrs W complains that Bank of Ireland (UK) Plc (“BOI”) didn’t treat her fairly or reasonably when she applied to borrow money using a buy-to-let mortgage. She wants the solicitors’ fees paid by BOI.backgroundMrs W had a buy-to-let mortgage with BOI and wanted to borrow ... (2 pages)View decision -
Decision Reference DRN-1865415
17 Mar 2021 Bank of Scotland Plc Not upheldMortgagesDRN-1865415 The complaint Mr and Mrs M have complained that Bank of Scotland plc (trading as Birmingham Midshires and referred to here as BM) wrongly allowed an unknown third party to change the address on one of their mortgage accounts. This has had an impact on Mr and Mrs M’s credit file... (3 pages)View decision -
Decision Reference DRN2287981
3 Mar 2018 Kapama Limited Not upheldBanking and creditMr K complains about a loan advanced by Mini Credit. He says that the lending was irresponsible and that the interest and charges were too high.backgroundMr K entered into a loan agreement with Mini Credit in May 2014. He borrowed the sum of £220 which was due to be ... (3 pages)View decision -
Decision Reference DRN-3766019
21 Oct 2022 Berkshire Hathaway International Insurance Ltd UpheldInsuranceDRN-3766019 The complaint Mr B complains that Berkshire Hathaway International Insurance Ltd (“BHI”) unfairly cancelled his motor insurance policy. Where I refer to BHI, I refer to the above-named company and I include the intermediary and others insofar as I hold BHI responsible for their... (3 pages)View decision