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 370904 results
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Decision Reference DRN-5598328
1 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5598328 The complaint Mr M complains Barclays Bank UK PLC (“Barclays”) told him he’d need to come into branch to collect a refund sent to his closed account. Mr M was also incorrectly told he was unable to request a chargeback claim or raise a complaint as the account was now closed... (2 pages)View decision -
Decision Reference DRN-5653921
1 Jul 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5653921 The complaint Mr M complains that Domestic & General Insurance Plc (‘D&G’) failed to reinstate a direct debit for his household appliance protection plan. What happened In November 2024, Mr M cancelled his December direct debit payment for his household appliance pro... (3 pages)View decision -
Decision Reference DRN-5400340
1 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5400340 The complaint Mr H complains that Barclays Bank UL PLC won’t reimburse him for payments he made to a scam. Mr H’s complaint is brought by a professional representative but for ease I will refer only to Mr H in this decision. What happened The detailed background to this comp... (4 pages)View decision -
Decision Reference DRN-5400357
1 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5400357 The complaint Mr H complains that Revolut Ltd won’t reimburse him for payments he made to a scam. Mr H’s complaint is brought by a professional representative but for ease of reading I’ll refer only to Mr H in this decision. What happened The detailed background to this comp... (3 pages)View decision -
Decision Reference DRN-5441866
1 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5441866 The complaint Company H complains that American Express Services Europe Limited won’t refund to it the money that it paid to a merchant. Company H is being represented in its complaint by its CEO and its administrator. What happened Company H had a business credit card accou... (3 pages)View decision -
Decision Reference DRN-5287461
1 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5287461 The complaint Miss A complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost as a result of an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. But in... (4 pages)View decision -
Decision Reference DRN-5596206
1 Jul 2025 Gresham Insurance Company Limited Not upheldInsuranceDRN-5596206 The complaint Mrs E complains Gresham Insurance Company Limited (“Gresham”) declined a claim she made on her home insurance policy following a storm. Gresham is the underwriter of the policy, i.e. the insurer. Part of this complaint concerns the actions of its agent. Since ... (3 pages)View decision -
Decision Reference DRN-5248970
1 Jul 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5248970 The complaint Miss F complains that a car that was supplied to her under a personal contract purchase agreement with CA Auto Finance UK Limited wasn’t of satisfactory quality. She’s being helped with her complaint by her father. What happened A used car was supplied to Miss ... (2 pages)View decision -
Decision Reference DRN-5642495
1 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5642495 The complaint Mr B and Mrs E’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) an... (17 pages)View decision -
Decision Reference DRN-5576684
1 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5576684 The complaint Mr P complains that American Express Services Europe Limited has shortened the period between the bill date and the direct debit collection date for his credit card account. What happened Mr P has a credit card account with American Express. He complained to Am... (3 pages)View decision
