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 381194 results
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Decision Reference DRN-5570579
9 Jun 2025 Lemonade Insurance N.V. Not upheldInsuranceDRN-5570579 The complaint Mrs M is unhappy Lemonade Insurance N.V (Lemonade) declined the claim she made under her home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. In November 2024 Miss M returned ... (2 pages)View decision -
Decision Reference DRN-5609353
9 Jun 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5609353 The complaint Mr J complains that PayPal UK Ltd (‘PayPal’) didn’t report his account information accurately to the Credit Reference Agencies (‘CRAs’) following his bankruptcy. Mr J would like his credit file amending. What happened Mr J was adjudged bankrupt on 6 June 2023... (4 pages)View decision -
Decision Reference DRN-5399888
9 Jun 2025 Pepper (UK) Limited Not upheldMortgagesDRN-5399888 The complaint Mr and Mrs K complain that Pepper (UK) Limited trading as Engage Credit: 1. Applied an interest rate that was too high. 2. Applied charges and additional interest that were unfair. 3. Declined their request for a new mortgage product 4. Concealed commission it ... (3 pages)View decision -
Decision Reference DRN-5333438
9 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5333438 The complaint Mr F complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr F told us he read an article supposedly by a well-known financial expert regarding cryptocurrency investments and clicked a link within the a... (3 pages)View decision -
Decision Reference DRN-4997501
9 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4997501 The complaint Mr L is unhappy Revolut Ltd didn’t refund payments he made as part of a scam. Mr L brings his complaint via professional representatives, but for simplicity I’ve referred to the actions of Mr L throughout this decision. What happened In September 2023 Mr L came... (11 pages)View decision -
Decision Reference DRN-5604250
9 Jun 2025 Aldermore Bank Plc Not upheldMortgagesDRN-5604250 The complaint Ms B complains about what happened when she sought advice from Aldermore Bank Plc on putting a new interest rate deal on her Buy To Let mortgage, and paying off a sizeable proportion of the debt. She said Aldermore’s poor advice ended up costing her money. What... (5 pages)View decision -
Decision Reference DRN-5482783
9 Jun 2025 The Co-operative Bank Plc Not upheldMortgagesDRN-5482783 The complaint Mr G complains that The Co-operative Bank Plc trading as Platform continued with enforcement action on his Buy To Let (“BTL”) mortgage, even after he cleared the arrears. And Mr G didn’t think Platform should have paid for the work done. What happened Mr G has ... (3 pages)View decision -
Decision Reference DRN-5609658
9 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5609658 The complaint Mrs L complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money she lost as the result of a scam. What happened In 2023, Mrs L was contacted on a social media app by someone she didn’t know, I’ll refer to this person as J. Mrs L says she exchanged messa... (4 pages)View decision -
Decision Reference DRN-5549278
9 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5549278 The complaint Mr R is unhappy Santander UK Plc (“Santander”) closed his accounts without any explanation. What happened Mr R applied for a current account and ISA on 1 May 2024. The accounts were opened but shortly after, Santander asked Mr R for some additional information,... (3 pages)View decision -
Decision Reference DRN-5324352
9 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5324352 The complaint Mr L has complained about the way Bank of Scotland plc trading as Halifax (Halifax) handled a claim he’d made in relation to a mirror he bought using his Halifax credit card. What happened Mr L bought an LED Mirror for around £102 from an online supplier I’ll ... (3 pages)View decision
