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 381196 results
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Decision Reference DRN-5693242
15 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5693242 The complaint This complaint is being brought by Ms B, the representative of the late Mr B’s estate. She’s being represented by solicitors and is complaining about Revolut Ltd because it declined to refund money Mr B lost as a result of fraud. What happened The complaint sta... (7 pages)View decision -
Decision Reference DRN-5311596
15 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5311596 The complaint Mr O complains that Lloyds Bank PLC (‘Lloyds’) hasn’t refunded the money he believes he lost to an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well-known to both parties. So, I don’t intend on setting these out in ... (3 pages)View decision -
Decision Reference DRN-5283113
15 Jul 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5283113 The complaint Mr T complains about the quality of a used car that was supplied through a hire purchase agreement with Oodle Financial Services Limited (Oodle). What happened In June 2024, Mr T acquired a used car through a hire purchase agreement with Oodle. The car was abou... (4 pages)View decision -
Decision Reference DRN-5594367
15 Jul 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5594367 The complaint Mr S complains that Acromas Insurance Company Limited declined a claim on his legal expenses insurance policy. Where I refer to Acromas, this includes its agents and claims handlers acting on its behalf. What happened Mr S made a claim for cover under the contr... (7 pages)View decision -
Decision Reference DRN-5372030
15 Jul 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5372030 The complaint Mr C, through his representative, complains that NIIB Group Limited, trading as Northridge Finance (“Northridge”) lent to him irresponsibly by financing an agreement to purchase a car which he could not afford. What happened Mr C paid a deposit of £2,601 on 18 ... (4 pages)View decision -
Decision Reference DRN-5600552
15 Jul 2025 Tandem Bank Limited Not upheldConsumer CreditDRN-5600552 The complaint Mrs S has complained that Tandem Bank Limited “Tandem” rejected her claim against it under Section 75 of the Consumer Credit Act 1974. Mrs S’s credit agreement was originally with a different provider, but Tandem is responsible for answering this Section 75 cl... (4 pages)View decision -
Decision Reference DRN-5613294
15 Jul 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5613294 The complaint Mr E complains about the quality of a car he acquired under a conditional sale agreement with Moneybarn No. 1 Limited (Moneybarn). When I refer to what Mr E and/or Moneybarn said or did, it should also be taken to include things said or done on their behalf. ... (4 pages)View decision -
Decision Reference DRN-5692720
15 Jul 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5692720 The complaint Miss D has complained about her property insurer Accredited Insurance (Europe) Ltd because, within days of her policy starting, Accredited cancelled it. What happened Miss D bought her home in 2018, a home buyers report found no major issues. Miss D, in 2019, ... (3 pages)View decision -
Decision Reference DRN-5604665
15 Jul 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5604665 The complaint Mrs C complains that TSB Bank plc closed her credit card account. What happened Mrs C holds a credit card account with TSB. In December 2024 TSB wrote to Mrs C advising her that they had made a decision to close her credit card with effect from 23 February 2025... (2 pages)View decision -
Decision Reference DRN-5170908
15 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5170908 The complaint Mr B complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost as the result of a scam. What happened In 2023, Mr B was contacted through a messaging app, by someone I’ll refer to as C. Mr B says that he had been in contact with C for almost two ... (3 pages)View decision
