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 381196 results
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Decision Reference DRN-5120462
2 May 2025 Citibank UK Limited Not upheldBanking and PaymentsDRN-5120462 The complaint Mr E complains that Citibank UK Limited (“Citibank”) did not properly pursue a chargeback on his behalf. What happened On 22 March 2024 Mr E paid £10,000 from his Citibank account using his debit card to a regulated online broker with a UK banking licence. On 2... (3 pages)View decision -
Decision Reference DRN-5404831
2 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5404831 The complaint Mr Y complains that Revolut Ltd didn’t give him sufficient notice of the change to its US Banking partner. As a result he had to arrange for a payment of his share dividend from a company (C) to be made by wire transfer, incurring extra costs. What happened On ... (2 pages)View decision -
Decision Reference DRN-5225791
2 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5225791 The complaint Miss K complains Lloyds Bank PLC unfairly closed her accounts and provided poor service. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Miss K contacted Lloyds on 27 July 2024 as sh... (3 pages)View decision -
Decision Reference DRN-4503429
2 May 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-4503429 The complaint Mr P has complained that Barclays Bank UK Plc, trading as Barclaycard (‘Barclaycard’), unfairly turned down his claims made under provisions of the Consumer Credit Act 1974 (‘the CCA’). What happened On 5 February 2014, Mr P purchased a holiday club membership... (3 pages)View decision -
Decision Reference DRN-5348480
2 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5348480 The complaint Mr R has complained that Aviva Insurance Limited wouldn’t authorise cover on his private health insurance policy for a medical procedure. What happened Mr R began to suffer from sudden fainting episodes. He contacted Aviva who authorised investigations into th... (3 pages)View decision -
Decision Reference DRN-5432817
2 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5432817 The complaint Mr S complains that Revolut Ltd (Revolut) keep allowing him to open a current account, which enables him to gamble. He would like them to stop him from opening accounts, refund the money he has gambled since he made them aware he had a problem, and pay compensa... (3 pages)View decision -
Decision Reference DRN-5528797
2 May 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5528797 The complaint Mr O complains that Vanquis Bank Limited irresponsibly lent to him. Mr O is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr O himself. What happen... (5 pages)View decision -
Decision Reference DRN-5498614
2 May 2025 Chetwood Financial Limited Not upheldConsumer CreditDRN-5498614 The complaint Mrs C has complained that Chetwood Financial Limited trading as Better Borrow (“Better Borrow”) gave her loans that she couldn’t afford to repay. What happened A summary of Mrs C’s borrowing can be found below. loan number loan amount total to repay agreement... (6 pages)View decision -
Decision Reference DRN-5527722
2 May 2025 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5527722 The complaint Ms B complains that AA Underwriting Insurance Company Limited (‘AA’) underpaid the settlement on a claim she made on her home insurance policy. What happened Ms B’s home suffered damage following an escape of water, so she contacted AA in April 2023 to make a ... (3 pages)View decision -
Decision Reference DRN-5496792
2 May 2025 Wakam UpheldInsuranceDRN-5496792 The complaint Mr A complains Wakam unfairly declined a claim made on his pet insurance policy. Any reference to Wakam includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties. And as our Investigator detailed what h... (3 pages)View decision
