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-5828914
19 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5828914 The complaint Mr H has complained that Revolut Ltd won’t refund money he says he lost to a scam. What happened Mr H has said he met the scammer (who I shall refer to as S) in December 2022 on social media and began talking romantically on a social messaging application. A fe... (3 pages)View decision -
Decision Reference DRN-5578928
19 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5578928 The complaint Mr B complains that Monzo Bank Ltd didn’t do enough to protect him from being a victim of fraud and then didn’t agree to refund his losses. Mr B wants his losses refunded along with statutory interest. Mr B is represented by a third party but for ease of refere... (4 pages)View decision -
Decision Reference DRN-5729753
19 Sep 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5729753 The complaint Mr M complains about how his insurer, Watford Insurance Company Europe Limited (Watford) handled a claim for damage to his vehicle in an accident. Specifically, Mr M is unhappy with the valuation of his vehicle as a total loss, but also that Watford disposed of... (5 pages)View decision -
Decision Reference DRN-5811527
19 Sep 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5811527 The complaint Mrs P argues that Creation Consumer Finance Ltd (trading as Creation) lent irresponsibly to her when it agreed a loan. What happened In February 2023 Creation agreed a £25,000 loan for Mrs P. The loan was to be repaid over 60 months, with a monthly repayment of... (5 pages)View decision -
Decision Reference DRN-5804162
19 Sep 2025 esure Insurance Limited Not upheldInsuranceDRN-5804162 The complaint Mr R complains about the actions of esure Insurance Limited (‘esure’) when recording a fraud marker against his name on the national fraud database (‘CIFAS’). What happened The background to this complaint is well known to Mr R and esure. I won’t repeat in deta... (2 pages)View decision -
Decision Reference DRN-5677003
19 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5677003 The complaint Mrs V complains about the way Barclays Bank UK PLC handled a claim she made to it. What happened The parties are familiar with the background of this complaint so I won’t go into detail here. It reflects my informal remit. In summary, in February 2024 Mrs V use... (3 pages)View decision -
Decision Reference DRN-5819798
19 Sep 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5819798 The complaint Mr H says Blue Motor Finance Ltd (‘Blue Motor’), has poorly administrated the early termination of his car finance agreement. What happened This complaint is about a hire purchase agreement that Mr H took out to purchase a car in April 2022. The vehicle had a r... (3 pages)View decision -
Decision Reference DRN-5672036
19 Sep 2025 RAC FINANCIAL SERVICES LIMITED Not upheldInsuranceDRN-5672036 The complaint Mrs P complains that RAC Financial Services Limited (‘RAC’) unfairly charged a cancellation fee when she cancelled her motor insurance. What happened Mrs P bought an RAC breakdown insurance policy online on 20 February 2025 to start on 31 March. On 27 March she... (2 pages)View decision -
Decision Reference DRN-5822741
19 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5822741 The complaint Ms W complains about the way AXA Insurance UK Plc (AXA) has handled the claim she made under her home insurance policy. Ms W is being represented in this complaint, but for ease I have referred to her throughout. What happened In December 2022 Ms W suffered an ... (4 pages)View decision -
Decision Reference DRN-5796073
19 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5796073 The complaint Mr K has complained that Revolut Ltd won’t refund money he says he lost to a scam. What happened Mr K says he saw an advertisement about online investments on the internet in May 2022. As Mr K was looking for an extra source of income, he was interested in the ... (4 pages)View decision