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 4257 results
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Decision Reference DRN-5068042
25 Oct 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-5068042 The complaint Mrs R complains that Acromas Insurance Company Limited is responsible for delay and damage in connection with her claim on a breakdown insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a campervan, first regist... (3 pages)View decision -
Decision Reference DRN-5086387
16 Oct 2024 Prepay Technologies Ltd UpheldBanking and PaymentsDRN-5086387 The complaint Mr P (on behalf of a limited company which I’ll call H) has complained that Prepay Technologies Ltd (trading as “Mettle”) failed to protect H from falling victim to an impersonation scam. What happened The background of this complaint is already known to both... (3 pages)View decision -
Decision Reference DRN-5282853
26 Mar 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5282853 The complaint Mr R complains ClearBank Limited 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 part... (3 pages)View decision -
Decision Reference DRN-5154859
26 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5154859 The complaint Mr R complains Revolut Ltd 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, I... (3 pages)View decision -
Decision Reference DRN2381006
21 Feb 2019 Markerstudy Insurance Company Limited UpheldInsurance (excluding PPI)Miss S complained about Markerstudy Insurance Company Limited’s handling of her car insurance policy.backgroundA claim was made to Markerstudy against Miss S’s policy saying she was involved in an accident on 13 September 2017. It was alleged that Miss S crashed into th... (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-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 DRN0730378
21 Oct 2013 Open University Student Budget Accounts Limited Not upheldBanking and creditMr M’s complaint is that Open University Student Budget Accounts Limited (“OUSBA”) is responsible for a breach of contract by the university in failing to provide him with online access to his course.backgroundIn 2009, Mr M registered for a course with the university funded by a loan ... (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 DRN2126351
15 May 2017 Capital One (Europe) plc UpheldBanking and creditMrs D complains that Capital One (Europe) plc registered a default on her credit file and won’t remove it.backgroundMrs D was made redundant in early 2012. She contacted Capital One immediately. Capital One agreed a long term payment plan with Mrs D and stopped addi... (4 pages)View decision
