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 383377 results
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Decision Reference DRN-5448879
8 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5448879 The complaint Mr B complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to two scams in quick succession. What happened Mr B said he saw an advert for a cryptocurrency investment opportunity on social media, he clicked it and filled in an en... (6 pages)View decision -
Decision Reference DRN-5462205
8 Apr 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5462205 The complaint Mr W’s complained that Lloyds Bank General Insurance Limited (“Lloyds”) declined his claim to recover what he’d paid his neighbour following an escape of water in his flat. What happened In early 2024, Mr W decided to clean the pump of his washing machine. Whe... (3 pages)View decision -
Decision Reference DRN-5413447
8 Apr 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5413447 The complaint Ms M and Mr Y complain about Accredited Insurance (Europe) Ltd (“AEL”) and the decision to decline the claim they made on their home insurance policy. They also complain about the decision to cancel their policy and the advice provided during the claim process.... (5 pages)View decision -
Decision Reference DRN-4973641
8 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4973641 The complaint Mr A complains that Lloyds Bank PLC is unfairly holding him responsible for repayment of a Bounce Back Loan (BBL) taken in the name of a partnership of which he is no longer a member. What happened In 2017, Mr A formed a business partnership with another person... (2 pages)View decision -
Decision Reference DRN-5396693
8 Apr 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5396693 The complaint Mrs C and Mr W are unhappy that Lloyds Bank General Insurance Limited trading as MBNA (“Lloyds”) couldn’t carry out Mrs C’s request to change her home insurance payment method via webchat. Mrs C and Mr W are joint policyholders. As the complaint mostly involve... (3 pages)View decision -
Decision Reference DRN-5468609
8 Apr 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5468609 The complaint Miss N is unhappy that a car supplied to her under a conditional sale agreement with Moneybarn No. 1 Limited (Moneybarn) was of an unsatisfactory quality. When I refer to what Miss N has said and what Moneybarn has said, it should also be taken to include thin... (4 pages)View decision -
Decision Reference DRN-5468029
8 Apr 2025 Allium Money Limited UpheldConsumer CreditDRN-5468029 The complaint and what happened Miss G has complained about Allium Money Limited’s, trading as Allium Money, response to a claim she made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’). She also said that Allium had lent to her irresponsibly. I’ve inc... (5 pages)View decision -
Decision Reference DRN-5122753
8 Apr 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5122753 The complaint Mr M has complained that AXA Insurance UK Plc (trading as Moja) cancelled his car insurance policy rather than allowing him to cancel it himself. What happened The policy was applied for online on 31 May 2024 with a start date of 28 June 2024. On 6 June 2024 A... (2 pages)View decision -
Decision Reference DRN-5404010
8 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5404010 The complaint Mr S is unhappy that Barclays Bank UK PLC, trading as Barclaycard, reduced his credit limit on his credit account. What happened Mr S has a credit account with Barclays on which he used to have a credit limit of £1,050. In September 2024, Barclays reduced the c... (3 pages)View decision -
Decision Reference DRN-5359914
8 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5359914 The complaint Mr B complains that Barclays Bank UK PLC (“Barclays”) won’t refund money he lost when he fell victim to an investment scam. Mr B is being represented by a claims management company. What happened The full details of this complaint are well known to the partie... (3 pages)View decision
