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-5718232
10 Oct 2025 Wakam Not upheldInsuranceDRN-5718232 The complaint Mrs M made a claim on her Wakam pet insurance policy, which was declined. Mrs M says Wakam treated her unfairly. What happened Mrs M took out a lifetime pet insurance policy with Wakam in March 2024. In December that year she made a claim for hydrotherapy treat... (3 pages)View decision -
Decision Reference DRN-5790810
10 Oct 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5790810 The complaint Miss G is unhappy that Metro Bank PLC (“Metro”) won't reimburse her in full for the money she lost to a scam. What happened In January 2025, Miss G came across a post on a social media website for concert tickets. She contacted the seller and sent £240 fr... (5 pages)View decision -
Decision Reference DRN-5481312
10 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5481312 The complaint Mr S complains that Monzo Bank Ltd (‘Monzo’) registered a Cifas marker against his name and closed his account without due cause. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of what happen... (3 pages)View decision -
Decision Reference DRN-5603353
10 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5603353 The complaint Mrs B complains Barclays Bank UK PLC (“Barclays”) didn’t do enough to protect her when she fell victim to a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mrs B saw an advert in ... (3 pages)View decision -
Decision Reference DRN-5868163
10 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5868163 The complaint Miss S complains that Barclays Bank UK PLC won’t refund money she says she lost to an investment scam. Miss S is professionally represented, however, to keep things simple, I’ll refer to Miss S throughout my decision. What happened The details of the complaint ... (2 pages)View decision -
Decision Reference DRN-5628166
10 Oct 2025 Bamboo Limited Not upheldConsumer CreditDRN-5628166 The complaint Mr S complains through a third-party representative that Bamboo Limited trading as Bamboo Loans irresponsibly lent to him. What happened Bamboo lent Mr S a loan in August 2018. The loan was for £5,000 with a term of 60 months. Mr S was due to make 59 repayment... (3 pages)View decision -
Decision Reference DRN-5870853
10 Oct 2025 Vitality Health Limited Not upheldInsuranceDRN-5870853 The complaint Mr M on behalf of M – a limited company – complains about the way Vitality Health Limited administered M’s group private medical insurance policy. What happened In June 2023, Mr M took out a group private medical insurance policy on behalf of M. The policy prov... (4 pages)View decision -
Decision Reference DRN-5794663
10 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5794663 The complaint Mrs G complains that Monzo Bank Ltd (‘Monzo’), hasn’t reimbursed the money she believes she lost to an authorised push payment (‘APP’) scam. What happened The details of this case are well-known to both parties, so I don’t need to repeat them at length here. ... (6 pages)View decision -
Decision Reference DRN-5606653
10 Oct 2025 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5606653 The complaint Mr N complains about the way PROPEL HOLDINGS (UK) LIMITED trading as Quidmarket dealt with his loan application. What happened In December 2024, Mr N successfully applied for a fixed sum loan with Quidmarket. The loan was for £600 to be repaid over six-monthly ... (3 pages)View decision -
Decision Reference DRN-5542356
10 Oct 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5542356 The complaint Mrs H complains about the quality of building work financed by Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (‘MC’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. ... (4 pages)View decision