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-5740682
7 Aug 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5740682 The complaint Mr M complains that an error with Zopa Bank Limited’s app meant that he missed a payment. Mr M is unhappy with the service he received when trying to resolve the issue. Mr M wants Zopa to amend his credit file and pay additional compensation. What happened Mr M... (5 pages)View decision -
Decision Reference DRN-5407817
7 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5407817 The complaint Mr A is unhappy National Westminster Bank PLC Ltd will not refund the money he lost as the result of an authorised push payment (APP) scam. Mr A brought his complaint through a representative, for ease of reading I will refer solely to Mr A in this decision. Wh... (4 pages)View decision -
Decision Reference DRN-5696122
7 Aug 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5696122 The complaint Mr C complains that Madison CF UK Limited trading as 118 118 Money sent him correspondence in error regarding a cancelled direct debit. When he contacted 118 118 Money via chat he was called an incorrect name. What happened On 1 March 2025 Mr C contacted 118 11... (2 pages)View decision -
Decision Reference DRN-5399257
7 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5399257 The complaint Mr E complains Wise Payments Limited closed his account without reason and have retained the account balance. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key event... (3 pages)View decision -
Decision Reference DRN-5732518
7 Aug 2025 Zurich Insurance PLC UpheldInsuranceDRN-5732518 The complaint C complains about how Zurich Insurance PLC handled a claim it made on its landlord insurance policy. Reference to Zurich includes its agents. What happened C owned the lease to a property and as such benefitted from an insurance policy with Zurich. When the pro... (3 pages)View decision -
Decision Reference DRN-5606153
7 Aug 2025 Euronet Payment Services Ltd Not upheldBanking and PaymentsDRN-5606153 The complaint Ms A complains that Euronet Payment Services Limited trading as Ria money transfer (Ria) delayed in making an overseas transfer to her brother. What happened On 6 March 2025 Ms A instructed Ria In the transfer of £25 to her brother overseas. The transfer was to... (2 pages)View decision -
Decision Reference DRN-5738819
7 Aug 2025 Pockit Limited Not upheldBanking and PaymentsDRN-5738819 The complaint Mrs B complains that POCKIT LIMITED will not refund money she lost to a scam. What happened The details of this complaint are well known to both parties, so I will not repeat it all again here. In August 2024 Mrs B made a payment of £852.23 to pay for a flight ... (2 pages)View decision -
Decision Reference DRN-5705738
7 Aug 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5705738 The complaint Miss R complains that BUPA Insurance Limited - as the underwriter of her private medical insurance policy - was able to access medical information a third-party medical provider sent onto it without Miss R’s permission. What happened Miss R holds a personal pri... (3 pages)View decision -
Decision Reference DRN-5547859
7 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5547859 The complaint Mrs B complained that U K Insurance Limited (“UKI”) unfairly held her liable for a damage claim made by a third-party, under her motor insurance policy. What happened A third-party (TP) made a claim against Mrs B’s policy for damage resulting from a collision. ... (3 pages)View decision -
Decision Reference DRN-5535307
7 Aug 2025 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-5535307 The complaint Mr and Mrs W have complained about two buy to let (“BTL”) mortgages they hold with The Mortgage Works (UK) Plc (“TMW”). They’re unhappy that their two accounts went onto the reversionary variable rate for a time, rather than onto new fixed rate products. What h... (4 pages)View decision