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 401363 results
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Decision Reference DRN-5953589
16 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5953589 The complaint Mr B, via a representative, has complained Bank Ltd (“Monzo”) failed the money he 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. Instead, I will focus ... (3 pages)View decision -
Decision Reference DRN-5933553
16 Dec 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5933553 The complaint Mr and Mrs C complain that Inter Partner Assistance SA (IPA) declined their claim against their travel insurance policy. Reference to IPA includes its agents. What happened Mr and Mrs C had a single trip travel insurance policy underwritten by IPA. On the day ... (3 pages)View decision -
Decision Reference DRN-5681406
16 Dec 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5681406 The complaint Mr and Mrs Y complain about a mortgage application they made with HSBC UK Bank Plc. They wanted to port (transfer) their mortgage to a new property, but HSBC caused delays, so they ended up paying an early repayment charge (ERC), so they could complete their pu... (4 pages)View decision -
Decision Reference DRN-5659653
16 Dec 2025 My Finance Club Limited Not upheldConsumer CreditDRN-5659653 The complaint Mr M complains that My Finance Club Limited (“MFC”) irresponsibly lent to him. What happened MFC provided Mr M with three short-term loans as follows: Loan number Loan amount Date provided Repayment date Term Total repayable 1 £25018 March 2024 24 May 2024 60... (6 pages)View decision -
Decision Reference DRN-5749862
16 Dec 2025 Society of Lloyd's UpheldInsuranceDRN-5749862 The complaint Ms C and Mr S complain that Society of Lloyd’s (“SoL”) hasn’t settled a claim in full under a travel insurance policy. What happened Mr S holds a travel insurance policy through his employer, and it also covers his spouse/partner and dependent children. The po... (4 pages)View decision -
Decision Reference DRN-6015661
16 Dec 2025 Lantern Debt Recovery Services Limited Not upheldConsumer CreditDRN-6015661 The complaint Mr W complains that Lantern Debt Recovery Services Limited trading as Lantern (Lantern) haven’t done enough to remedy the fact his data was accessed in an IT security incident they experienced. What happened Lantern experienced an IT security incident in April ... (3 pages)View decision -
Decision Reference DRN-5790767
16 Dec 2025 Experian Limited Not upheldConsumer CreditDRN-5790767 The complaint Mrs B says Experian Limited has acted unfairly as despite having a high credit score, she has been declined for credit with third-party lenders. What happened Mrs B says she’s been declined lending and credit agreements with various lenders, despite her Experi... (3 pages)View decision -
Decision Reference DRN-5709046
16 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5709046 The complaint Mr E complains Monzo Bank Ltd recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened Mr E received several thousands of pounds in payments through bank transfers into his account at Monz... (3 pages)View decision -
Decision Reference DRN-5899369
16 Dec 2025 Atom Bank PLC Not upheldBanking and PaymentsDRN-5899369 The complaint Mr G complains that Atom Bank PLC didn’t give him notice about the rate change on his savings account in good time. He says that as a result of how the terms of his account work and the timing of Atom’s notification of the rate change – he will experience an in... (3 pages)View decision -
Decision Reference DRN-5617456
16 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5617456 The complaint Mrs G complains that Revolut Ltd has declined to reimburse payments she made as part of a scam. What happened Mrs G is disputing payments she made to her own account with a cryptocurrency platform between October 2023 and October 2024 totalling over £150,000. M... (4 pages)View decision