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-5706513
12 Sep 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5706513 The complaint Mr K has complained that Zurich Assurance Ltd declined his critical illness claim and cancelled his critical illness and life insurance policies. What happened On 12 June 2016 Mr K applied for two policies with Zurich. The first paid £10,000 either on his death... (3 pages)View decision -
Decision Reference DRN-5123347
12 Sep 2025 Prepay Technologies Ltd UpheldBanking and PaymentsDRN-5123347 The complaint Mr E has complained Prepay Technologies Ltd won’t refund him for transactions he didn’t make. What happened Mr E holds an account with Prepay Technologies by virtue of using their Monese app. After a night out with a colleague in July 2024, Mr E had his phone s... (3 pages)View decision -
Decision Reference DRN-5798566
12 Sep 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5798566 The complaint Mrs A complains that Metro Bank PLC (Metro) have blocked her account, and she hasn’t been able to make bank transfers since January 2025. She attended a branch and thought the issue was fixed, but she still can’t use her online banking. She’d like compensation ... (2 pages)View decision -
Decision Reference DRN-5757149
12 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5757149 The complaint Mr G complains that NewDay Ltd (‘NewDay’), trading as Aqua, irresponsibly gave him two credit card account facilities that he couldn’t afford. What happened In November 2014, Mr G applied for and was given a credit card account with NewDay with an initial cred... (4 pages)View decision -
Decision Reference DRN-5813975
12 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5813975 The complaint Mr C complains that Clydesdale Bank Plc trading as Virgin Money gave him credit which he couldn’t afford to repay. What happened In November 2015 Virgin Money gave Mr C a credit card with a £9,000 limit. It increased this to £14,000 in August 2017 and the accou... (5 pages)View decision -
Decision Reference DRN-5586018
12 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5586018 The complaint Mr G complains HSBC UK Bank Plc won’t reimburse money he lost when he fell victim to a scam. He also says there have been multiple service issues with HSBC and is unhappy with the compensation offered. What happened Mr G paid funds using his debit card for onl... (3 pages)View decision -
Decision Reference DRN-5636802
12 Sep 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5636802 Complaint Mr M is unhappy as he believes that Close Brothers Limited (trading as “Close Brothers” Motor Finance) sold or financed the purchase of a Guaranteed Asset Protection (“GAP”) policy. Mr M’s complaint has been made by a representative who I’ll refer to as the repres... (3 pages)View decision -
Decision Reference DRN-5149992
12 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5149992 The complaint Mr P complains Barclays Bank UK PLC won’t reimburse money he lost when he fell victim to a scam. What happened As all parties are aware of the facts of the case, and they are not in dispute, I will only include a summary here. Mr P paid circa £57,000 between J... (2 pages)View decision -
Decision Reference DRN-5814644
12 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5814644 The complaint Ms G is unhappy that Revolut Ltd won’t reimburse money she lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Ms G fell victim to a task-based job scam in which she was r... (4 pages)View decision -
Decision Reference DRN-5667583
12 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5667583 The complaint Mr N is unhappy that Barclays Bank UK PLC (‘Barclays’) has decided not to refund the money he lost, to what he believed was an Authorised Push Payment (‘APP’) car purchase scam. What happened The background to this complaint is well known to both parties. So, ... (4 pages)View decision