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 4245 results
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Decision Reference DRN-5380201
26 Mar 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5380201 The complaint Mr R complains TSB Bank Plc won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both parties, ... (3 pages)View decision -
Decision Reference DRN9799452
27 Apr 2020 TTR PT Limited UpheldBanking and creditMr M complains about a course he bought on finance with TTR PT Limited (TTR). backgroundIn February 2019, Mr M bought a training course from TTR using a fixed sum loan agreement. TTR provided both the course and the finance for it. A few days later, Mr M entered the training portal and qu... (3 pages)View decision -
Decision Reference DRN-4506112
20 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4506112 The complaint Mr D complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. Mr D is being represented by a third party. To keep things simple, I will refer to Mr D throughout my decision. What happened The background of this co... (3 pages)View decision -
Decision Reference DRN-4050919
28 Mar 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4050919 The complaint Mrs D complains that Barclays Bank UK PLC (Barclays) wouldn’t accept a Power of Attorney on her mother’s account. What happened In January 2022, Mrs D made an appointment at a branch of Barclays to enquire about setting up a Power of Attorney (PoA) on her mother’s... (3 pages)View decision -
Decision Reference DRN-4685276
25 Apr 2024 First Central Underwriting Limited Not upheldInsuranceDRN-4685276 The complaint Mr A complains that First Central Underwriting Limited cancelled his motor insurance policy when it found that his car was imported. What happened Mr A took out a policy with First Central through an online comparison site and he confirmed that his car wasn’t imp... (3 pages)View decision -
Decision Reference DRN-4365475
3 Nov 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4365475 The complaint Mrs S is unhappy that Barclays Bank UK PLC hasn’t refunded her after she informed it she’d been the victim of a scam. What happened Mrs S needed the services of a roofer and searched online for suitable suppliers. She was contacted by a Mr H who owned and operate... (3 pages)View decision -
Decision Reference DRN-5330176
14 Feb 2025 U K Insurance Limited Not upheldInsuranceDRN-5330176 The complaint Mr M is unhappy with the service provided by U K Insurance Limited (UKI) following a claim he made on his car insurance policy. What happened In January 2024 Mr M’s car was involved in an incident. Mr M was told UKI would settle his claim on a total loss basis... (3 pages)View decision -
Decision Reference DRN-4545548
29 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4545548 The complaint Mrs E complains that Barclays Bank UK PLC (Barclays) won’t refund money she paid to a company in 2016. What happened Mrs E is represented by her son, who holds a Lasting Power of Attorney (LPA) over her financial affairs. As it is he who contacted Barclays and thi... (4 pages)View decision -
Decision Reference DRN-5380229
26 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5380229 The complaint Mr R complains that Lloyds Bank PLC won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both p... (3 pages)View decision -
Decision Reference DRN8716951
1 Dec 2016 Allianz Insurance Plc Not upheldInsurance (excluding PPI)Ms C’s complained about the way Allianz Insurance Plc dealt with a claim from a third party under her motor insurance policy.backgroundAllianz received a claim against Ms C’s motor policy from a third party in November 2015. When it contacted Ms C she said she hadn... (3 pages)View decision
