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 367928 results
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Decision Reference DRN-5596453
2 Jun 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5596453 The complaint Mr W has complained that he is unhappy with the quality of a car he acquired in January 2024, using a hire purchase agreement with Tandem Motor Finance Limited (“Tandem”). What happened Mr W acquired a used BMW in January 2024, using a hire purchase agreement ... (4 pages)View decision -
Decision Reference DRN-5524335
2 Jun 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5524335 The complaint Mr B and Mr R complain about Lloyds Bank General Insurance Limited’s handling of a claim under their home insurance policy. Lloyds has been represented on the claim by its agents, including the Loss Adjuster. For simplicity, at points, I’ve referred to the acti... (3 pages)View decision -
Decision Reference DRN-5596476
2 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5596476 The complaint Mr S complains that Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened In April 2023, Mr S made payments totalling over £7,000 to a cryptocurrency exchange. He believed he was investing his funds, having been in... (7 pages)View decision -
Decision Reference DRN-5447402
2 Jun 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5447402 The complaint Miss C complains that Zopa Bank Limited lent to her when she could not afford it. What happened Miss C took two loans from Zopa. Loan Approved Amount Repayment terms status 1 3 November 2019 £4,500 + fee £280 £143 x 48 months Repaid early 9 March 2022 20 month ... (3 pages)View decision -
Decision Reference DRN-5596109
2 Jun 2025 Freetrade Limited UpheldInvestmentsDRN-5596109 The complaint Mr L complains that Freetrade Limited incorrectly advised him that he’d be able to trade some shares on its platform. When that turned out not to be the case, he asked to transfer the shares to another platform. He says this took too long. Mr L says the combina... (6 pages)View decision -
Decision Reference DRN-5407964
2 Jun 2025 Qmetric Group Limited Not upheldInsuranceDRN-5407964 The complaint Mr P complains Qmetric Group Limited (Qmetric) wouldn’t agree to change the address insured under his home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. Mr P held a home ins... (3 pages)View decision -
Decision Reference DRN-5591662
2 Jun 2025 Tandem Home Loans Ltd Not upheldMortgagesDRN-5591662 The complaint Mr and Mrs W complain that Tandem Home Loans Ltd (trading as Tandem) withdrew a binding mortgage offer unfairly and with no explanation. What happened Following advice from a third-party broker, Mr and Mrs W applied for a second charge secured loan from Tandem... (5 pages)View decision -
Decision Reference DRN-5560057
2 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5560057 The complaint Mrs A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In July 2024 Monzo received a fraud report from another bank about a payment made into Mrs A’s Monzo account. This payment was fo... (2 pages)View decision -
Decision Reference DRN-5423039
2 Jun 2025 The New India Assurance Company Limited UpheldInsuranceDRN-5423039 The complaint Mr R and Ms R complain about The New India Assurance Company Limited (“New India”)’s handling of their buildings insurance claim. Mr R and Ms R are represented by “B”. However, for ease I will refer to Mr R and Ms R below. All references to New India also inclu... (3 pages)View decision -
Decision Reference DRN-5587464
2 Jun 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5587464 The complaint Mr and Mrs B complain about how Inter Partner Assistance SA dealt with their claim against a travel insurance policy. Reference to IPA includes its agents. What happened Mr and Mrs B have travel insurance underwritten by IPA as a benefit of a credit card accou... (4 pages)View decision
