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-5813487
17 Sep 2025 Connells Limited UpheldMortgagesDRN-5813487 The complaint Mr and Mrs C complain that Connells Limited made errors with their porting application. The error came to light shortly before their purchase was due to complete. They ask that Connells refunds its fee and pays compensation of £1,000 for the worry and stress. W... (4 pages)View decision -
Decision Reference DRN-5459739
17 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5459739 The complaint Mr T complains that Lloyds Bank PLC (‘Lloyds’) hasn’t refunded the money he believes he lost to an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well-known to both parties. So, I don’t intend to set these out in deta... (3 pages)View decision -
Decision Reference DRN-5418277
17 Sep 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5418277 The complaint Mr L complains The Co-operative Bank Plc has recorded adverse information on his credit file unfairly. What happened Mr L entered into an IVA in 2019. He was required to open a basic account and not to take on any borrowing. He opened a basic account with the C... (2 pages)View decision -
Decision Reference DRN-5692914
17 Sep 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5692914 The complaint Mr O, through a representative, says Madison CF UK Limited, trading as 118 118 Money, irresponsibly lent to him. What happened This complaint is about a 36-month instalment loan for £5,000 that 118 118 Money provided to Mr O on 20 October 2022. The monthly repa... (3 pages)View decision -
Decision Reference DRN-5746553
17 Sep 2025 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-5746553 The complaint Miss K complains that Sainsbury’s Bank Plc (“Sainsbury’s”) irresponsibly granted her a credit card that she couldn’t afford to repay. What happened Miss K entered into an agreement with Sainsbury’s to have access to credit with a credit card account. The accou... (4 pages)View decision -
Decision Reference DRN-5173463
17 Sep 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5173463 The complaint Miss B complains that Kroo Bank Ltd hasn’t refunded a payment she made as part of a scam. What happened In March 2024, Miss B received a call from a scammer impersonating a well-known selling platform that she had an account with. She was persuaded that her acc... (2 pages)View decision -
Decision Reference DRN-5799743
17 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5799743 The complaint Miss L complained about end of contract charges for a car supplied on finance by Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions (“Novuna”). What happened Both parties are familiar with the events of this complaint, so I’ve summarised these he... (4 pages)View decision -
Decision Reference DRN-5724058
17 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5724058 The complaint Mr M complains that Revolut Ltd won’t refund payments made as part of a scam. What happened On 25 July 2024, several payments were made from Mr M’s e-money account with Revolut. He received a call from someone purporting to be from his bank, I’ll refer to it as... (3 pages)View decision -
Decision Reference DRN-5802697
17 Sep 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5802697 The complaint Mrs M and Mr M have complained that Advantage Insurance Company Limited unfairly rejected part of a claim for malicious damage under a home insurance policy. They’re also unhappy with the way their claim was handled. As the claim and subsequent complaint have ... (2 pages)View decision -
Decision Reference DRN-5682653
17 Sep 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5682653 The complaint Miss D complains that Red Sands Insurance Company (Europe) Limited declined a claim on her pet insurance policy. What happened Miss D took out pet insurance for her pet cat in September 2022. She made a claim on the policy in January 2025 after her cat was trea... (3 pages)View decision