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 381194 results
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Decision Reference DRN-5427704
26 Mar 2025 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-5427704 The complaint Mr W complains that Link Financial Outsourcing Limited trading as Link Financial (Link) failed to deal with his dispute about his account in a timely manner and didn’t respond to his emails on numerous occasions. What happened I set out the background to this c... (4 pages)View decision -
Decision Reference DRN-5384500
26 Mar 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5384500 The complaint Ms W is unhappy that Barclays Bank UK PLC told her in November 2023 that fees incurred in relation to her mortgage a number of years prior were outstanding and needed to be repaid. Ms W was under the impression that the fees had been removed following a complai... (4 pages)View decision -
Decision Reference DRN-5269321
26 Mar 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5269321 The complaint Mrs J complains about the information given to her by Liverpool Victoria Insurance Company Limited (LV) when taking out a new motor insurance policy. Mrs J is represented by Mr J. What happened In January 2024 Mr J told LV that Mrs J was getting a new car, an... (2 pages)View decision -
Decision Reference DRN-5177725
26 Mar 2025 Evelyn Partners Investment Management Services Limited Not upheldPensions and AnnuitiesDRN-5177725 The complaint Mr J complains that Evelyn Partners Investment Management Services Limited caused unnecessary delays in transferring both his Self-invested Personal Pension (‘SIPP’) and his Individual Savings Account (‘ISA’). What happened On 18 October 2023 Mr J contacted Eve... (3 pages)View decision -
Decision Reference DRN-5291790
26 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5291790 The complaint Mrs F complains Royal & Sun Alliance Insurance Limited unfairly declined a claim she made on her home insurance policy when her boundary wall collapsed. What happened In March 2024 the boundary wall of Mrs F’s property partially collapsed. She made a claim... (2 pages)View decision -
Decision Reference DRN-5356462
26 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5356462 The complaint Mr O complains Monzo Bank Ltd unfairly loaded him to a fraud database. What happened Mr O was introduced to someone, J, via a mutual friend. During some messaging, it seems J asked about opening an account with Monzo, where Mr O banked. Mr O says he sent J a... (3 pages)View decision -
Decision Reference DRN-4997692
26 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4997692 The complaint Mrs R complains that Revolut Ltd won’t refund the money she lost when she was the victim of a scam. What happened In April 2023, Mrs R saw an advert on an online social media platform for an investment company. And as she’d been looking for ways to make some a... (9 pages)View decision -
Decision Reference DRN-5388755
26 Mar 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5388755 Complaint Mr T complains that Oodle Financial Services Limited (trading as “Oodle” Car Finance) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable. Background In August 2019, Oodle provided Mr T ... (3 pages)View decision -
Decision Reference DRN-5216627
26 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5216627 The complaint With the help of a professional representative (PR), Mr T complains that Barclays Bank UK PLC lent to him irresponsibly. For ease, I’ll mainly refer to the PR’s actions as being those of Mr T. What happened In July 2007, Mr T applied for – and was given – a £25... (4 pages)View decision -
Decision Reference DRN-5383170
25 Mar 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5383170 The complaint Mr A complains that Lloyds Bank General Insurance Limited (“Lloyds”) has unfairly declined a claim he made under his home insurance policy. What happened Mr A’s kitchen worktop was damaged when a contractor delivered and installed a new washer dryer to his home... (2 pages)View decision
