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 392389 results
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Decision Reference DRN-5729871
3 Nov 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5729871 The complaint Mr S and Mrs S have complained about the level of settlement paid by Accredited Insurance (Europe) Ltd (‘Accredited’) under their home insurance policy following a burglary at their home. What happened In January 2024, Mr S and Mrs S sadly suffered a burglary a... (3 pages)View decision -
Decision Reference DRN-5810488
3 Nov 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5810488 The complaint Miss A complains about a car supplied to her using a hire purchase agreement taken out with BMW Financial Services (GB) Limited trading as Alphera Financial Services (“BMWFS”). What happened In July 2024, Miss A acquired a used car using a hire purchase agreem... (5 pages)View decision -
Decision Reference DRN-5718163
3 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5718163 The complaint Mr K has complained that Wise Payments Limited won’t refund the money he lost after falling victim to a scam. What happened In summary, in 2022 a close friend introduced Mr K to an investment manager, who in turn recommended him to an international investment p... (3 pages)View decision -
Decision Reference DRN-5922957
3 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5922957 The complaint Miss G complains that Revolut Ltd won’t refund money she lost when she was a victim of a job scam. Miss G is represented, however, to keep things simple, I’ll refer to Miss G throughout my decision. What happened The background to this complaint is well known t... (6 pages)View decision -
Decision Reference DRN-5912251
3 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5912251 The complaint Ms L is being represented by solicitors. She’s complaining about Lloyds Bank PLC because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms L fell victim to a cruel romance scam after she met someone online. Between June 2019 and... (3 pages)View decision -
Decision Reference DRN-5773278
3 Nov 2025 Wescot Credit Services Limited Not upheldConsumer CreditDRN-5773278 The complaint Mrs and Mr H complain Wescot Credit Services Limited are asking them to repay a historic debt. Mrs H has referred the complaint to us, so I’ve mainly referred to her in this decision. What happened As I understand it, an account in Mrs and Mr H’s name is held b... (2 pages)View decision -
Decision Reference DRN-5725021
3 Nov 2025 PRA Group (UK) Limited Not upheldConsumer CreditDRN-5725021 The complaint Miss S complains about the statements PRA Group (UK) Limited have given her for the debt they hold. What happened Miss S had a credit card account with a company I’ll refer to as B. The account fell into arrears, a default was then applied and B then sold it to... (2 pages)View decision -
Decision Reference DRN-5760492
3 Nov 2025 ACI-UK LIMITED UpheldConsumer CreditDRN-5760492 The complaint Mr O complains ACI-UK Limited contacted him about a debt which had previously been cleared in a Debt Relief Order (DRO). What happened My understanding is Mr O entered into a DRO in November 2019. Upon completion, any outstanding debts Mr O had included in the ... (3 pages)View decision -
Decision Reference DRN-5880498
3 Nov 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5880498 The complaint Miss B and Ms G complain that Lloyds Bank General Insurance Limited (“Lloyds”) failed to collect premiums, and unfairly cancelled Miss B’s home buildings insurance policy. I’ll refer to Miss B for ease. For clarity Ms G is Miss B’s mother. What happened Miss B... (5 pages)View decision -
Decision Reference DRN-5730395
3 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5730395 The complaint Mrs D complains Monzo Bank Ltd should have stopped her from using her overdraft facility to gamble and transfer funds to other accounts. What happened Mrs D opened an account with Monzo in December 2021 with a £1,000 overdraft facility. Mrs D made a number of ... (4 pages)View decision