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-5616564
4 Sep 2025 FIRST RESPONSE FINANCE LIMITED UpheldConsumer CreditDRN-5616564 The complaint Miss A complains that a hire purchase agreement with First Response Finance Limited, under which a car was supplied to her, wasn’t affordable for her. She’s being represented in her complaint by a professional representative. What happened A used car was suppli... (4 pages)View decision -
Decision Reference DRN-5719225
4 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5719225 The complaint Ms D complains that AXA Insurance UK Plc (“AXA”) provided a poor service when it dealt with escape of water claims she made under her home insurance policy. What happened In 2021 Ms D made a claim for an escape of water at her home when she noticed damp in her ... (3 pages)View decision -
Decision Reference DRN-5219825
4 Sep 2025 StoneX Financial Ltd UpheldInvestmentsDRN-5219825 The complaint Mr L complains StoneX Financial Ltd trading as City Index (“StoneX”) caused him losses by wrongfully approving his application to be treated as an elective professional client (“EPC”). What happened Mr L opened a trading account with StoneX in 2015 as a retail ... (6 pages)View decision -
Decision Reference DRN-5306972
4 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5306972 The complaint Mr A has complained that Barclays Bank UK PLC won’t refund the money he lost after falling victim to a scam. What happened Both sides are most familiar with the case and we need to anonymise decisions, so I will summarise what happened in brief. Mr A was contac... (3 pages)View decision -
Decision Reference DRN-5775974
4 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5775974 The complaint and background Mr M complains Monzo Bank Ltd won’t reimburse money he lost when he fell victim to a scam. He is represented in his complaint. In November 2023, Mr M paid over £6,000 to what he was led to believe was a legitimate crypto-currency investment oppor... (2 pages)View decision -
Decision Reference DRN-5567076
4 Sep 2025 BUPA Insurance Limited UpheldInsuranceDRN-5567076 The complaint Mr V has complained that technical issues with BUPA Insurance Limited’s online portal meant that he was unable to use his private medical insurance policy when he needed it and has incurred costs for medical treatment as a result. What happened Mr V had been e... (2 pages)View decision -
Decision Reference DRN-5756922
4 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5756922 The complaint Mr and Mrs G are unhappy with Lloyds Bank Plc. As Mr G has dealt with most of the complaint I’ll mainly refer to him throughout the decision for ease. Mr G raised many issues as part of his complaint. Branch closures, overstretched staff, centralisation of act... (4 pages)View decision -
Decision Reference DRN-5642703
4 Sep 2025 Coventry Building Society Not upheldBanking and PaymentsDRN-5642703 The complaint Ms H complains Coventry Building Society didn’t make it clear that the ISA she was interested in opening paid a variable rate of interest. What happened Ms H had a fixed ISA with Coventry Building Society that was about to mature. She says she’s been a customer... (2 pages)View decision -
Decision Reference DRN-5780607
4 Sep 2025 Yonder Technology Ltd UpheldBanking and PaymentsDRN-5780607 The complaint Miss P complains about the wait time for Yonder Technology Ltd trading as Yonder to respond to messages about her fraud claim. What happened Miss P contacted Yonder on 2 November 2024 to report unrecognised transactions on her account. Yonder suspended the acco... (2 pages)View decision -
Decision Reference DRN-5079647
4 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5079647 The complaint Mr R complains that Santander UK Plc hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr R has explained that in September 2023 ... (2 pages)View decision