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 370149 results
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Decision Reference DRN-5252651
20 Jan 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5252651 The complaint Miss A says Barclays Bank UK PLC (‘Barclays’), irresponsibly lent to her. She says that due to her personal situation, she hasn’t been able to benefit from the loan proceeds. She would like Barclays to refund the amounts she has paid towards the loan, rather th... (4 pages)View decision -
Decision Reference DRN-4572702
20 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4572702 The complaint Mr K is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr K fell victim to cruel romance and investment scam. Somebody he’d met online and formed what he... (4 pages)View decision -
Decision Reference DRN-5264553
20 Jan 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5264553 Complaint Mr T complains that Startline Motor Finance Limited (“SMF”) unfairly entered into a hire- purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable given his circumstances at the time. Background In August 2018, SMF provi... (3 pages)View decision -
Decision Reference DRN-5262063
20 Jan 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5262063 Complaint Mr A has complained about a credit card Jaja Finance Ltd (“Jaja”) provided to him. He says that he shouldn’t have been given the credit card and that it was irresponsibly provided to him. Background In November 2023, Jaja provided Mr A with a credit card which ha... (3 pages)View decision -
Decision Reference DRN-5082215
19 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5082215 The complaint Mr A complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an advance fee scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known ... (5 pages)View decision -
Decision Reference DRN-5175666
19 Jan 2025 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5175666 The complaint Mr G complains about how Fortegra Europe Insurance Company Ltd dealt with and settled his claim he made for damage to his furniture. What happened In 2020, Mr G purchased reclining sofas from a company, which I’ll refer to here as “D”. At the time of Mr G’s pu... (4 pages)View decision -
Decision Reference DRN-5102926
18 Jan 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5102926 The complaint Miss A complains that AXA Insurance UK Plc (“AXA”) unfairly declined a claim for fire damage to her contents. What happened Miss A holds a landlord’s insurance policy with AXA. In June 2023, there was a fire in the garage at the property. The garage structure i... (3 pages)View decision -
Decision Reference DRN-5226506
18 Jan 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5226506 The complaint Ms O complains that PayPal UK Ltd registered a default on her account. What happened Ms O says PayPal called her on 14 May 2024 to say she had missed a payment. Ms O says she believed there was a direct debit in place but was told that wasn’t the case and she’... (3 pages)View decision -
Decision Reference DRN-5223689
18 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5223689 The complaint Mr G complains that Aviva Insurance Limited declined his claim on a cycle insurance policy. What happened The subject matter of the claim and the complaint is a mountain bike made by a bike manufacturer. In late August 2023, Mr G bought the bike from a retaile... (3 pages)View decision -
Decision Reference DRN-5199322
18 Jan 2025 Cofunds Limited Not upheldInvestmentsDRN-5199322 The complaint Ms M complains about how Cofunds Limited trading as Aegon (“Aegon”) handled her transfer-out request and the service Aegon provided both before and afterwards, which she says caused delay and financial loss. What happened Our investigator’s 12 July 2024 assessm... (5 pages)View decision
