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
-
Decision Reference DRN-5576225
22 Sep 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5576225 Complaint Mr G is unhappy that Kroo Bank Ltd didn’t refund him after he fell victim to a scam. Background In 2020, Mr G invested £250 in what he believed was an opportunity promoted by a well- known public figure. He later found that the website of the firm he believed he wa... (3 pages)View decision -
Decision Reference DRN-5620531
22 Sep 2025 Chetwood Financial Limited Not upheldConsumer CreditDRN-5620531 The complaint Mrs F complains that Chetwood Financial Limited trading as BetterBorrow (“BetterBorrow”) irresponsibly provided her with a loan and didn’t conduct sufficient affordability checks whilst she was struggling financially. What happened BetterBorrow provided Mrs F ... (4 pages)View decision -
Decision Reference DRN-5479090
22 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5479090 The complaint Mrs I complains Monzo Bank Ltd (“Monzo”) closed her account and applied an adverse fraud marker against her. Mrs I adds she couldn’t properly deal with Monzo’s queries leading up to the closure due to the severity and sensitivity of her personal circumstances a... (2 pages)View decision -
Decision Reference DRN-5571834
22 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5571834 The complaint Mrs K, via a representative, has complained that Revolut Ltd (“Revolut”) failed to refund the money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. I... (3 pages)View decision -
Decision Reference DRN-5698844
22 Sep 2025 Rothesay Life Plc Not upheldPensions and AnnuitiesDRN-5698844 The complaint Mr J complained because Rothesay Life Plc miscalculated his pension benefits and went on to ask him to repay a sum. What happened Mr J was a member of a previous employer’s pension scheme, which he left in 1994. Some years later (around August 2005) this emplo... (3 pages)View decision -
Decision Reference DRN-5831230
22 Sep 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5831230 The complaint Mr and Mrs P are unhappy with the way Intact Insurance UK Limited (“Intact”) dealt with a claim on their home insurance policy after an escape of water. Mrs P has acted as the main representative during the claim and complaint process. So, for ease, I’ll refer... (5 pages)View decision -
Decision Reference DRN-5524489
22 Sep 2025 Leeds Building Society Not upheldMortgagesDRN-5524489 The complaint Mr L complains that Leeds Building Society declined his application for an interest-only mortgage. What happened Mr L applied for an interest-only residential mortgage of around £60,000 with Leeds Building Society (LBS). A declaration was submitted by his brok... (3 pages)View decision -
Decision Reference DRN-5824593
22 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5824593 The complaint Mr O complains that Clydesdale Bank Plc (trading as Virgin Money) unfairly restricted and closed his account. What happened Around June last year, Virgin Money restricted Mr O’s accounts. Later in July, the bank wrote to him advising it was closing his accounts... (2 pages)View decision -
Decision Reference DRN-5748320
22 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5748320 The complaint Mr G complains Lloyds Bank PLC didn’t support him when he told it he had a problem spending compulsively and then didn’t chargeback payments he asked it to. What happened Mr G complained to Lloyds on 2 March 2025, telling it he had a problem with gambling and... (3 pages)View decision -
Decision Reference DRN-5832615
22 Sep 2025 Assetz SME Capital Limited UpheldInvestmentsDRN-5832615 The complaint The estate of Mrs T (“the estate”) complains that Assetz SME Capital Limited trading as Assetz Capital is unfairly only allowing the estate to make withdrawals from the late Mrs T’s crowdfunding account on a quarterly basis. What happened The late Mrs T held a... (6 pages)View decision