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-5399740
17 Jun 2025 Unum Ltd Not upheldInsuranceDRN-5399740 The complaint Mr C is unhappy that Unum Ltd has made deductions from the benefit he receives following a successful claim on a group income protection policy. What happened Mr C is the beneficiary of his employer’s group income protection policy. His claim has been in paymen... (3 pages)View decision -
Decision Reference DRN-5349159
17 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5349159 The complaint Ms T complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY trading as Ulster Bank won’t refund the money she lost when she fell victim to a scam. What happened In October 2024 Ms T received a text, seemingly from a well-known courier company, asking h... (3 pages)View decision -
Decision Reference DRN-5504710
17 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5504710 The complaint Mr E complains about Santander Bank PLC (Santander) after a transaction decline, and the service they provided when he telephoned them. What happened In February 2025, Mr E attempted a debit card transaction which rejected. After sourcing cash from a nearby Au... (2 pages)View decision -
Decision Reference DRN-5343799
17 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5343799 The complaint Mrs H complains that Barclays Bank UK PLC (‘Barclays’) won’t reimburse the funds she lost when she fell victim to investment scams. What happened Mrs H’s professional representative wrote to Barclays in May 2024 and said that between May 2020 and December 2022... (2 pages)View decision -
Decision Reference DRN-5598467
17 Jun 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5598467 The complaint Miss C complains that Gain Credit LLC trading as Drafty (“Drafty”) gave her a line of credit without carrying out the appropriate affordability checks. For ease, in my decision I will refer to Miss C when talking about her or her representative. What happened... (4 pages)View decision -
Decision Reference DRN-5343792
17 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5343792 The complaint Mrs H complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds she lost when she fell victim to investment scams. What happened Mrs H’s professional representative wrote to Monzo in May 2024 and said that between May 2020 and December 2022 Mrs H used ... (2 pages)View decision -
Decision Reference DRN-5596425
17 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5596425 The complaint Mr S complains that Barclays Bank UK PLC trading as Barclaycard lent to him irresponsibly. What happened On 16 January 2018, Mr S opened a credit card with Barclaycard with a credit limit of £5,900 which was later increased as follows: Date Event New Limit Jan... (4 pages)View decision -
Decision Reference DRN-5628028
17 Jun 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5628028 The complaint Mr and Mrs W’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (29 pages)View decision -
Decision Reference DRN-5343796
17 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5343796 The complaint Mrs H complains that Revolut Ltd (‘Revolut’) won’t reimburse the funds she lost when she fell victim to investment scams. What happened Mrs H’s professional representative wrote to Revolut in May 2024 and said that between August 2019 and November 2023 she use... (3 pages)View decision -
Decision Reference DRN-5611073
17 Jun 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5611073 The complaint Mrs M complains Shop Direct Finance Company trading as Very (Shop Direct) didn’t properly check whether she could sustain the repayments when they agreed to her opening a running credit account, and subsequent credit limit increases. In bringing her complaint M... (4 pages)View decision
