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-5746696
11 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5746696 The complaint Ms K complains Monzo Bank Ltd (Monzo) unfairly closed her account and loaded a Cifas marker on the National Fraud Database. She wants the marker removed. What happened Ms K opened an account with Monzo in September 2024. In March 2025 Monzo reviewed her account... (2 pages)View decision -
Decision Reference DRN-5574737
11 Sep 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5574737 The complaint Mr T complains about the quality of a vehicle he acquired through a hire purchase agreement financed by Zopa Bank Limited (Zopa). What happened In April 2024 Mr T acquired a used car through a hire purchase agreement. The car was around seven years old, and it... (4 pages)View decision -
Decision Reference DRN-5566306
11 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5566306 The complaint Mr D complains that Barclays Bank UK PLC did not reimburse the funds he says he lost to a scam. What happened Mr D entered into a drop shipping agreement with a company I’ll refer to as ‘X’ for the purposes of this decision. He agreed to pay X £13,000 as an inv... (3 pages)View decision -
Decision Reference DRN-5807829
11 Sep 2025 ClearBank Limited UpheldBanking and PaymentsDRN-5807829 The complaint A company, which I’ll call “C”, complains that ClearBank Limited won’t refund payments made as part of a scam. Miss J is the director of C, and complains on C’s behalf. C holds a business bank account with Tide, and Tide’s bank accounts are provided by ClearBan... (4 pages)View decision -
Decision Reference DRN-5711546
11 Sep 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5711546 The complaint Mr L has complained that Intact Insurance UK Limited trading as More Th>n (Intact) unfairly declined a claim under his home Contents policy. What happened Mr L made a claim when he spilled oil on a carpet in a property he rented. Intact declined the claim b... (3 pages)View decision -
Decision Reference DRN-5757533
11 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5757533 The complaint Mr and Mrs S complain about how Admiral Insurance (Gibraltar) Limited handled a claim under their travel insurance policy. What happened Mr and Mrs S had an annual multi-trip travel insurance policy which covered them between 29 September 2023 and 28 September... (3 pages)View decision -
Decision Reference DRN-5603678
11 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5603678 The complaint Mrs T complains about how Admiral Insurance (Gibraltar) Limited (“Admiral”) decided liability for a collision when she notified it of an incident under her motor insurance policy, and the service it gave her. What happened Mrs T had a motor insurance policy wit... (4 pages)View decision -
Decision Reference DRN-5811422
11 Sep 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5811422 The complaint Mr P makes a number of complaints about TSB Bank plc about problems using his account card. What happened Mr P says he was unable to use his TSB account card due to problem with the Address Verification System (AVS). In summary he says he was unable to make pay... (2 pages)View decision -
Decision Reference DRN-5607950
11 Sep 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5607950 The complaint Mr W and Miss L are unhappy with the settlement Accredited Insurance (Europe) Limited (“AIL”) offered to settle their contents claim. Mr W and Miss L jointly held buildings and contents insurance underwritten by AIL. For ease of reading, I’ll refer mainly to Mr... (3 pages)View decision -
Decision Reference DRN-5799261
11 Sep 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5799261 The complaint Ms W complains that PayPal UK Ltd won’t refund the full amount of money she lost to a scam. What happened Ms W made several payments to what she thought was a celebrity meet and great. When Ms W realised she had been scammed, she logged a complaint with PayPal.... (3 pages)View decision