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 369227 results
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Decision Reference DRN-5498355
30 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5498355 The complaint Mr C’s father complains on his behalf. Briefly, Mr C’s father says that Bank of Scotland Plc (part of the Lloyds banking group) didn’t make him aware of the arrears that had built up on Mr C’s loan. To put things right, Mr C’s father would like the bank to expl... (2 pages)View decision -
Decision Reference DRN-5452535
30 Jun 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5452535 The complaint Mr O complains Metro Bank PLC didn’t do enough to help get a refund for transactions made on his debit card. What happened In March 2024, Mr O made an online food order with a company I’ll call “Y”, but says the transaction didn’t go through properly, meaning ... (3 pages)View decision -
Decision Reference DRN-5133751
30 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5133751 The complaint Mrs S complains that Revolut Ltd won’t refund money she lost to a scam. What happened Mrs S received a message from someone claiming to be a recruiter offering a job role where she was required to promote products online. Mrs S was told she would earn commissio... (2 pages)View decision -
Decision Reference DRN-5277879
30 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5277879 The complaint Company N complains that Lloyds Bank PLC (‘Lloyds’) has not refunded losses incurred through what it believes to have been a series of fraudulent transactions. What happened Company N began dealing with a supplier (which I will refer to as Company E) in June 2... (5 pages)View decision -
Decision Reference DRN-5601277
30 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5601277 The complaint Mr D complains that Monzo Bank Limited won’t refund to him the payments that he made for two digital instructional videos. What happened Mr D bought two digital instructional videos from a merchant that he paid for using his Monzo Bank account and £515.02 was d... (3 pages)View decision -
Decision Reference DRN-5486269
30 Jun 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5486269 The complaint Mr C complains that Lowell Portfolio I limited (Lowell) won’t accept his offer for a repayment plan with him having to share more information with them. What happened Mr C had an account with a business I’ll call N for the purposes of this decision. At some poi... (2 pages)View decision -
Decision Reference DRN-5655303
30 Jun 2025 Zurich Insurance Company Ltd UpheldInsuranceDRN-5655303 The complaint Mrs W complains about how Zurich Insurance Company Ltd responded to her property insurance claim. Zurich’s been represented for the claim at points. For simplicity in places I’ve referred to the representative’s actions as being Zurich’s own. For the same reas... (11 pages)View decision -
Decision Reference DRN-5601340
30 Jun 2025 JBR Capital Limited Not upheldConsumer CreditDRN-5601340 The complaint Mr and Mrs T complain about issues with a car that was supplied to them under a hire purchase agreement with JBR Capital Limited and that the lending was unaffordable for them. What happened A used car was supplied to Mr and Mrs T under a hire purchase agreemen... (3 pages)View decision -
Decision Reference DRN-5268339
30 Jun 2025 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5268339 The complaint Mr S has complained that Legal & General (L&G) provided poor service in his annuity purchase process. He has complained that L&G provided unclear communication and caused a delay which resulted in him suffering a financial loss. Mr S would like to b... (5 pages)View decision -
Decision Reference DRN-5657796
30 Jun 2025 JAJA FINANCE LTD Not upheldConsumer CreditDRN-5657796 The complaint Mr R complains that JAJA Finance Limited has not met its obligations in regard to transactions he made on his credit card to pay for a Timeshare type agreement. What happened In July 2015 Mr R and Mrs R entered into a timeshare type ... (4 pages)View decision
