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 380824 results
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Decision Reference DRN-5819772
16 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5819772 The complaint Miss A is unhappy with how Monzo Bank Ltd (“Monzo”) dealt with a chargeback claim for a transaction on her debit card. What happened In April 2025, Miss A purchased a wedding dress online from a retailer I will refer to as “B”, for £127.09 paying with her Monzo... (4 pages)View decision -
Decision Reference DRN-5742895
16 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5742895 The complaint Miss K complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund the money she says she lost to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview o... (3 pages)View decision -
Decision Reference DRN-5884922
16 Oct 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5884922 The complaint Ms W complains Barclays Bank UK PLC has put unnecessary barriers in her way that hearing people do not face and that its response to her complaint inspires no confidence that she and other deaf people won’t face the same issues in the future. What happened Ms W... (3 pages)View decision -
Decision Reference DRN-5795771
16 Oct 2025 Society of Lloyd's UpheldInsuranceDRN-5795771 The complaint A limited company, which I will call C, has complained about the handling of a claim under its Marine Combined Liability Insurance policy with certain underwriters at Society of Lloyd's. Mr D, as director of C, has brought the complaint on its behalf. What... (5 pages)View decision -
Decision Reference DRN-5708261
16 Oct 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5708261 The complaint Miss J is unhappy that Zurich Assurance Limited cancelled her life and critical illness insurance policy taken out in April 2023 (‘the policy’) and declined a claim for the critical illness benefit. What happened The details of this complaint are well known to... (4 pages)View decision -
Decision Reference DRN-5885134
16 Oct 2025 Covea Insurance plc Not upheldInsuranceDRN-5885134 The complaint Mr T’s complaint is about a claim he made on his Covea Insurance plc pet insurance policy. Mr T says Covea treated him unfairly. What happened Mr T had the benefit of lifetime cover in place. In November 2024 the underwriter of his policy changed to Covea at r... (5 pages)View decision -
Decision Reference DRN-5775440
16 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5775440 The complaint Mr M has complained that Barclays Bank UK PLC, “Barclays” did not deal with his request for help when seeking a refund from a merchant. What happened The circumstances leading up to this claim aren’t disputed so I’ve only briefly set them out here. On 29 Novem... (3 pages)View decision -
Decision Reference DRN-5327842
16 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5327842 The complaint Miss H has complained that Revolut Ltd won’t refund money she says she lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. ... (4 pages)View decision -
Decision Reference DRN-5551678
16 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5551678 The complaint Mr H is unhappy that Lloyds Bank PLC hasn’t refunded him money he lost to what he believes was a scam. He thinks Lloyds should have raised a chargeback. What happened The background to this complaint is well known to all parties, so I won’t repeat it all in de... (3 pages)View decision -
Decision Reference DRN-4761469
16 Oct 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-4761469 The complaint Mr and Mrs W complain about a reviewable Whole of Life policy – the Adaptable Life Plan (‘ALP’) – held with Zurich Assurance Ltd (‘Zurich’). They’re unhappy they were asked to significantly increase their premium to maintain the policy’s sum assured after the 2... (4 pages)View decision
