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
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Decision Reference DRN-5823838
19 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5823838 The complaint Mr B, who is represented by a third party, has complained that Lloyds Bank PLC (‘Lloyds’) irresponsibly agreed to grant him an overdraft facility followed by limit increases that he couldn’t afford. He says by doing so Lloyds acted irresponsibly and so worsened... (5 pages)View decision -
Decision Reference DRN-5758289
19 Sep 2025 Ageas Retail Limited Not upheldInsuranceDRN-5758289 The complaint Ms M complains about the level of service provided by Ageas Retail Limited when her motor insurance policy was due for renewal. She wants compensation for the trouble and upset this and the policy’s cancellation caused her. Ms M is represented in this matter by... (3 pages)View decision -
Decision Reference DRN-5806146
19 Sep 2025 Wakam UpheldInsuranceDRN-5806146 The complaint Miss F complains that Wakam has unfairly declined a claim under her pet insurance policy. Where I refer to Wakam, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed background to this comp... (3 pages)View decision -
Decision Reference DRN-5587285
19 Sep 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5587285 The complaint Mr M complains that Zopa Bank Limited was irresponsible in its lending to him. He wants all of his payment towards his loans refunded and the outstanding balances waived. What happened Mr M was provided with two loans by Zopa, the details of which are set out b... (4 pages)View decision -
Decision Reference DRN-5611913
19 Sep 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5611913 The complaint Miss H complains about the delays Liverpool Victoria Insurance Company Limited (LV) is making in settling a claim on her motor insurance policy. She wants the claim resolved. What happened Miss H’s car was stolen and later recovered damaged, and she made a cla... (2 pages)View decision -
Decision Reference DRN-5829659
19 Sep 2025 Personal Touch Financial Services Limited Not upheldInsuranceDRN-5829659 The complaint Mr and Mrs R complain that an appointed representative of Personal Touch Financial Services Limited mis-sold a life assurance policy to them in 2008. What happened In 2008 Mr and Mrs R met with the adviser, who arranged their mortgage, and sold a decreasing ter... (4 pages)View decision -
Decision Reference DRN-5740699
19 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5740699 The complaint Mr S complains that Revolut Ltd (Revolut) has treated him unfairly in relation to its obligation with regard to payments made using his debit card. What happened On 8 October 2024, Mr S placed an order with a merchant who I’ll call C. The order was to design an... (4 pages)View decision -
Decision Reference DRN-5623935
19 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5623935 The complaint Mrs A complains that Monzo Bank Ltd (Monzo) is refusing to refund her the amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mrs A was con... (2 pages)View decision -
Decision Reference DRN-5823142
19 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5823142 The complaint Miss B complains about the settlement that Admiral Insurance (Gibraltar) Limited offered her for the loss of her car when she made a claim on her motor insurance policy. She wants it to pay her the amount she paid for her car. What happened Miss B was involved... (4 pages)View decision -
Decision Reference DRN-4965572
19 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-4965572 The complaint Mr and Mrs B complain that TSB Bank plc has refused to refund £5,000 they lost after making a cheque payment which they now believe was part of an investment scam. Mr and Mrs B have used a representative to bring their complaint, but for ease of reading, I’ll m... (3 pages)View decision