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 369228 results
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Decision Reference DRN-5295308
10 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5295308 The complaint Mr A complains that Lloyds Bank PLC declined his claim for a refund of a payment he made using his Lloyds credit card account. What happened In May 2023, Mr A used his Lloyds credit card to pay a firm (that I’ll refer to as P) £249 for a training course to teac... (2 pages)View decision -
Decision Reference DRN-5612242
10 Jun 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5612242 The complaint Miss O has complained about a kitchen she paid for using a fixed sum loan with Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF). What happened The circumstances of the complaint are well known so I won’t go over everything again ... (4 pages)View decision -
Decision Reference DRN-5562696
10 Jun 2025 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-5562696 The complaint Ms C is unhappy that Liverpool Victoria Financial Services Limited (LV) declined her income protection claim. She’s also unhappy with the service LV has provided in handling her claim. What happened The background to this complaint is well-known to both partie... (5 pages)View decision -
Decision Reference DRN-5613044
10 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5613044 The complaint Mrs H complains Lloyds Bank PLC lent to her irresponsibly when they granted her an overdraft and failed to ensure it remained affordable. What happened Mrs H complains about the following lending decisions and Lloyds’ failure to monitor her reliance on borrowi... (4 pages)View decision -
Decision Reference DRN-5611774
10 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5611774 The complaint Mrs E complains that Revolut Ltd won’t refund the full amount of money she says she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions o... (3 pages)View decision -
Decision Reference DRN-5613984
10 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5613984 The complaint Mrs H complains about discrepancies with her American Express Services Europe Limited (AMEX) account when using its’ app. What happened Mrs H says that the amounts AMEX is asking her to pay on her app don’t always add up and has provided several examples of thi... (3 pages)View decision -
Decision Reference DRN-5613980
10 Jun 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5613980 The complaint Mr H has complained about the way that his motor insurer Ageas Insurance Limited (‘Ageas’) dealt with a claim that a third party made against his policy. What happened I issued a provisional decision on this complaint in May 2025 where I said I thought the £25... (7 pages)View decision -
Decision Reference DRN-5558941
10 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5558941 The complaint Ms D is unhappy how Santander UK Plc communicated with her about activity on her account. She wants compensation for the trouble and upset this caused. What happened Ms D had a business bank account with Santander. In July 2024, Santander reviewed Ms D’s acco... (4 pages)View decision -
Decision Reference DRN-5370156
10 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5370156 The complaint Mr K complains that Revolut Ltd won’t refund money he lost when he was the victim of a scam. Mr K is represented by a third-party firm, but I will refer to Mr K here. What happened The background to this complaint is well known to both parties, so I won’t rep... (4 pages)View decision -
Decision Reference DRN-5516457
10 Jun 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5516457 The complaint Mr E complains about the quality of a used car he acquired through a personal contract purchase with Bank of Scotland plc trading as Black Horse (‘Black Horse’). Mr E says the car wasn’t of satisfactory quality as it has broken down. This is due to a fault that... (5 pages)View decision
