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 367300 results
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Decision Reference DRN-5171982
27 Nov 2024 Klarna Bank AB (publ) UpheldConsumer CreditDRN-5171982 The complaint Mr A complains that Klarna Bank AB (publ) did not act upon information they received, and their actions caused impact to his credit file. What happened Mr A says he used Klarna to make a purchase and a direct debit was set up to make repayments over a 24 month ... (4 pages)View decision -
Decision Reference DRN-5060559
27 Nov 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5060559 The complaint Mr B has complained that Wise Payments Limited (“Wise”) failed to protect him from falling victim to am investment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summari... (3 pages)View decision -
Decision Reference DRN-5099004
27 Nov 2024 Bamboo Limited Not upheldConsumer CreditDRN-5099004 The complaint Mr A complains that Bamboo Limited have unfairly terminated his agreement. What happened Mr A says that he received a letter from Bamboo confirming the termination of his agreement. Due to his personal circumstances he fell into arrears on his account, and he e... (3 pages)View decision -
Decision Reference DRN-5086583
27 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5086583 The complaint Miss J complains about the way Aviva Insurance Limited (Aviva) handled a claim she made on her motor insurance policy. What happened In March 2023 Miss J’s car was involved in an accident, and she contacted Aviva to make a claim through her policy for the dama... (3 pages)View decision -
Decision Reference DRN-4655496
27 Nov 2024 Mulsanne Insurance Company Limited Not upheldInsuranceDRN-4655496 The complaint A company, which I’ll refer to as M, complains that Mulsanne Insurance Company Limited (Mulsanne) avoided a commercial vehicle insurance policy taken out by its director (Mr H), and rejected a claim for theft of the vehicle. M is represented by Mr H. Although ... (4 pages)View decision -
Decision Reference DRN-4580228
27 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4580228 The complaint Ms B has complained that Lloyds Bank PLC (“Lloyds”) failed to protect her from falling victim to an employment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summarise t... (5 pages)View decision -
Decision Reference DRN-5094103
27 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5094103 The complaint Mr A complains that Revolut Ltd won’t refund the money he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Mr A fell victim to a scam in 2022 and lost just ov... (8 pages)View decision -
Decision Reference DRN-5112534
27 Nov 2024 Barclays Bank UK PLC UpheldMortgagesDRN-5112534 The complaint Mrs V and Mr V complain Barclays Bank UK PLC (Barclays) unfairly marked their credit files with mortgage arrears, despite having agreed an interest only arrangement. What happened Mr V says in late October 2023 he contacted Barclays as he was experiencing some ... (3 pages)View decision -
Decision Reference DRN-5005142
27 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5005142 The complaint Mr S complains that Lloyds Bank PLC closed his account and loaded a negative fraud marker against him. He’d like his account reopened and the marker removed. What happened The detailed background of this complaint is well known to both parties. So, I’ll only pr... (3 pages)View decision -
Decision Reference DRN-5091877
27 Nov 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5091877 The complaint Miss K complains about Admiral Insurance (Gibraltar) Limited’s (Admiral) handling of a claim she made under her car insurance policy. What happened Miss K had a car insurance policy with Admiral. In March 2024 Miss K’s car was stolen, so she contacted Admiral ... (2 pages)View decision
