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-5622473
19 Jun 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5622473 The complaint Mr M’s complaint is, in essence, that Barclays Bank UK PLC trading as Barclaycard (‘Barclaycard’) acted unfairly and unreasonably by (1) deciding against paying a claim under Section 75 of the CCA and (2) being party to an unfair credit relationship with him un... (9 pages)View decision -
Decision Reference DRN-5251808
19 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5251808 The complaint Mr S complains Monzo Bank Ltd (‘Monzo’), hasn’t reimbursed him following an authorised push payment (‘APP’) investment scam he fell victim to. He says Monzo should reimburse him for the money he lost. What happened As both parties are familiar with the circums... (6 pages)View decision -
Decision Reference DRN-5522884
19 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5522884 The complaint Mr M complains that AMERICAN EXPRESS SERVICES LIMITED (the “Lender”) has not honoured a liability he says arises out of his claim made under section 75 of the Consumer Credit Act 1974 (the “CCA”). What happened In 2018, Mr M was contacted by a someone from a ma... (6 pages)View decision -
Decision Reference DRN-5602109
19 Jun 2025 Covea Insurance plc UpheldInsuranceDRN-5602109 The complaint Mr S complains that Covea Insurance plc (Covea) declined his claim and avoided his motor insurance policy following the theft of his car. What happened In November 2023 Mr S renewed his motor insurance policy via a third-party who I shall refer to as A. For th... (5 pages)View decision -
Decision Reference DRN-5459157
19 Jun 2025 Trading 212 UK Limited Not upheldBanking and PaymentsDRN-5459157 The complaint Mr B complains that Trading 212 UK Limited (T Ltd) failed to advertise its gross interest rate alongside the Annual Equivalent Rate (AER). He would like the interest that should have been credited to his account to be backdated and applied. What happened Mr B ... (3 pages)View decision -
Decision Reference DRN-5635003
19 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5635003 The complaint Mr and Mrs B’s complaint is, in essence, that First Holiday Finance Ltd (‘the Lender’) acted unfairly and unreasonably by (1) declining to meet their claim of misrepresentation under Section 75 of the Consumer Credit Act 1974 (“CCA”) and (2) being party to an u... (11 pages)View decision -
Decision Reference DRN-5508572
19 Jun 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5508572 The complaint Mr S complains TSB Bank plc caused his account switch requests to fail when they removed an overdraft facility from an account he’d applied for. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The ... (2 pages)View decision -
Decision Reference DRN-4259804
19 Jun 2025 ReAssure Life Limited Not upheldInsuranceDRN-4259804 The complaint Mrs M complains about the way ReAssure Life Limited administered her reviewable whole of life policy – and in particular, the significant increase in premiums she was required to pay following a review in 2021. What happened In 1999 Mrs M and her husband were s... (4 pages)View decision -
Decision Reference DRN-5530017
19 Jun 2025 Fullbrook Associates Ltd Not upheldClaims ManagementDRN-5530017 The complaint Mrs S complains about the service received from Fulbrook Associates Ltd (Fullbrook) when dealing with a timeshare termination claim. What happened Mrs S used the services of company S to deal with a timeshare termination claim. Company S introduced Mrs S to Fu... (3 pages)View decision -
Decision Reference DRN-5594150
19 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5594150 The complaint Mr H’s complaint is, in essence, that Lloyds Bank PLC (the ‘Lender’) acted unfairly and unreasonably by (1) deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 – as amended - (the “CCA”) and (2) participating in an unfair credit rel... (8 pages)View decision
