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-5775847
12 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5775847 The complaint Miss H is complaining that Lloyds Bank PLC unfairly defaulted her account and didn’t offer support when she contacted it about her financial difficulties. What happened Miss H took out a student overdraft with Lloyds, this was interest free while Miss H was st... (5 pages)View decision -
Decision Reference DRN-5644138
12 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5644138 The complaint N’s complaint is how Revolut Ltd (Revolut) handled a refund claim made for services paid using N’s debit card. What happened Mr C (who is a director of N) booked a rental car through a car hire service I shall call ‘D’ in December 2024 using N’s Revolut debit c... (3 pages)View decision -
Decision Reference DRN-5559726
12 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5559726 The complaint Mrs G complains that Revolut Ltd didn’t do enough to prevent her losing money to a scam. Mrs G has used a representative to bring her complaint. But, for ease of reading, I’ll mostly just refer to Mrs G where I also mean the representative. What happened The ... (3 pages)View decision -
Decision Reference DRN-5273173
12 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5273173 The complaint Ms J complains that Lloyds Bank PLC (Lloyds) 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, Ms J has tol... (3 pages)View decision -
Decision Reference DRN-5410898
12 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5410898 The complaint Mr T complains Santander UK Plc (‘Santander’), hasn’t reimbursed him following an Authorised Push Payment (‘APP’) investment scam he fell victim to. He says Santander should reimburse him for the money he lost. What happened The circumstances of the complaint ... (8 pages)View decision -
Decision Reference DRN-5641798
12 Sep 2025 My Finance Club Limited Not upheldConsumer CreditDRN-5641798 The complaint Mr S complains that My Finance Club Limited gave him a loan he couldn’t afford to repay. What happened In August 2023 My Finance Club gave Mr S a loan for £400. The full repayment of £592 was due to be paid 60 days later in October 2023. Mr S says he couldn’t a... (3 pages)View decision -
Decision Reference DRN-5813674
12 Sep 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5813674 The complaint Ms R complains that Capital One (Europe) plc irresponsibly lent to her. Ms R is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Ms R hersel... (3 pages)View decision -
Decision Reference DRN-5682984
12 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5682984 The complaint Mr G has complained that his former motor insurer, Aviva Insurance Limited (‘Aviva’), recorded incorrect information about his vehicle on his motor insurance policy and he feels this made it invalid. What happened Mr G had a motor insurance policy with Aviva s... (3 pages)View decision -
Decision Reference DRN-5596601
12 Sep 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5596601 The complaint Mrs A complains about the quality of a car she acquired under a hire purchase agreement with RCI Financial Services Limited trading as Mobilize Financial Services (MFS). When I refer to what Mrs A and MFS said or did, it should also be taken to include things ... (5 pages)View decision -
Decision Reference DRN-5794140
12 Sep 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5794140 The complaint Ms P and Ms P1 complain that Great Lakes Insurance UK Limited declined their claim against their travel insurance policy. Reference to Great Lakes includes its agents. What happened Ms P and Ms P1 had a single trip travel insurance policy underwritten by Great... (3 pages)View decision