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-5848171
4 Feb 2026 U K Insurance Limited UpheldInsuranceDRN-5848171 The complaint Mr and Mrs H complain that U K Insurance Limited (UKI) didn’t provide enough information when they made a claim under their home insurance policy. Mr and Mrs H are joint policyholders, but most of the communication regarding the claim and complaint has been fro... (3 pages)View decision -
Decision Reference DRN-5890529
4 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5890529 The complaint Mr P complains that Monzo Bank Ltd let him make deposits to an online gambling company without stepping in. What happened Mr P complains about a series of gambling transactions he made to a gambling operator that is not licensed in the UK. Mr P says that Monzo ... (5 pages)View decision -
Decision Reference DRN-6128326
4 Feb 2026 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-6128326 The complaint Mrs D complains Capquest Debt Recovery Limited trading as Erudio Student Loans attempted to contact her about her student loans using incorrect contact information. What happened I issued a provisional decision setting out what’d happened, and what I thought ab... (7 pages)View decision -
Decision Reference DRN-5861901
4 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5861901 The complaint U, a limited company, is unhappy that Lloyds Bank PLC hasn’t reimbursed it after it was the victim of a scam. Mr C brings the complaint on behalf of U. What happened In early 2023, U’s financial advisor, who it had worked with since 2022, introduced Mr C to an... (4 pages)View decision -
Decision Reference DRN-6016320
4 Feb 2026 Rethink Mental Illness UpheldConsumer CreditDRN-6016320 The complaint Ms N complains Rethink Mental Illness: • Have lacked clarity and consistency of advice given and information asked for, regarding the Mental Health Breathing Space (MHBS) applications she’s made – along with not taking ownership of her case. • A doctor was perm... (9 pages)View decision -
Decision Reference DRN-5873313
4 Feb 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5873313 Complaint Mr L is unhappy that Bank of Scotland plc (trading as Halifax) didn’t reimburse him after he fell victim to a scam. Background The background to this case is already familiar to the parties, so I do not intend to repeat it in full. Instead, I will briefly summarise... (4 pages)View decision -
Decision Reference DRN-5777874
4 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5777874 The complaint Miss B complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost after falling victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons ... (3 pages)View decision -
Decision Reference DRN-6121895
4 Feb 2026 AmTrust Specialty Limited UpheldInsuranceDRN-6121895 The complaint Mr L complains about the way AmTrust Specialty Limited handled a claim under his legal expenses insurance policy. Where I refer to AmTrust, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detail... (4 pages)View decision -
Decision Reference DRN-6054326
4 Feb 2026 Evelyn Partners Investment Management LLP UpheldPensions and AnnuitiesDRN-6054326 The complaint Mrs M complains that Evelyn Partners Investment Management LLP (Evelyn Partners) delayed the arrangement of her immediate needs annuity (INA) and failed to arrange this on the terms advised, causing financial losses and inconvenience. She wants compensation for... (6 pages)View decision -
Decision Reference DRN-6052596
4 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6052596 The Complaint Ms A’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit... (13 pages)View decision