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 393318 results
-
Decision Reference DRN-5624052
19 Aug 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5624052 The complaint Mr T complains Great Lakes Insurance UK Limited has unfairly declined a claim he’s made on his pet insurance policy. What happened The background to this complaint is well known to the parties, so I’ll only provide a brief summary here: • Mr T owns a dog – whic... (3 pages)View decision -
Decision Reference DRN-5674397
19 Aug 2025 Leeds Building Society Not upheldBanking and PaymentsDRN-5674397 The complaint Mrs D has complained that Leeds Building Society failed to pay the appropriate interest when she closed her ISA. Mrs D has been represented in bringing her complaint. But for clarity, I’ll refer to all submissions made on her behalf as having been made by her d... (2 pages)View decision -
Decision Reference DRN-5703742
19 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5703742 The complaint Mr G complains that Santander UK Plc has declined to reimburse payments that he says he didn’t agree to. What happened Mr G says he responded to an advert for a travel company on social media and later spoke to a scammer on the phone where he agreed to purchase... (4 pages)View decision -
Decision Reference DRN-5761626
19 Aug 2025 Saga Services Limited UpheldInsuranceDRN-5761626 The complaint Mr G complains that Saga Services Limited (“Saga”) offered him a three-year fixed price home insurance policy but then, in the third year, they found him a policy offering a reduced level of cover. What happened Mr G says he took out a policy in March 2023 whi... (5 pages)View decision -
Decision Reference DRN-5686577
19 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5686577 The complaint S, a business, complains that Lloyds Bank Plc won’t reimburse them for transactions that a staff member misappropriated from them. They would like the funds returned to them. S is represented by a Mr L, a director. What happened S is a small business, who ban... (4 pages)View decision -
Decision Reference DRN-5694308
19 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5694308 The complaint Mr K complains that Revolut Ltd won’t reimburse him money he lost to a scam. Mr K has brought his complaint through a professional representative. For ease, I’ll refer to all their submissions as being from Mr K. What happened In January 2024 Mr K fell victim t... (3 pages)View decision -
Decision Reference DRN-5763528
19 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5763528 The complaint Mrs S is complaining that Monzo Bank Ltd hasn’t agreed to refund a payment she says she didn’t authorise. What happened Both parties are familiar with the circumstances of the complaint so I’ll only summarise what happened here. In September 2023 Mrs S’s husba... (5 pages)View decision -
Decision Reference DRN-5751242
19 Aug 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5751242 The complaint Mr D and Ms L’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’) and... (8 pages)View decision -
Decision Reference DRN-5762449
19 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5762449 The complaint Mrs K complains Revolut Ltd didn’t do enough to protect her when she was victim of a safe account scam. She says her and her husband have lost a large part of their lifetime savings as a result. What happened Mrs K and her husband have accounts with a bank who ... (4 pages)View decision -
Decision Reference DRN-5763674
19 Aug 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5763674 The complaint Mr B complained about end of contract charges for a car supplied on finance by Mercedes- Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBF”). What happened Both parties are familiar with the events of this complaint, so I’ve summarised ... (4 pages)View decision