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 401363 results
-
Decision Reference DRN-5858940
24 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5858940 The complaint Mrs V complains that Lloyds Bank PLC won’t refund money she says she lost to an investment scam. Mrs V is professionally represented, however, to keep things simple, I’ll refer to Mrs V throughout my decision. What happened The details of this complaint are wel... (3 pages)View decision -
Decision Reference DRN-5845547
24 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5845547 THE COMPLAINT Mr B complains that Lloyds Bank PLC (“Lloyds) will not reimburse him money he says he lost when he fell victim to a scam. Mr B is represented by Refundee in this matter. However, where appropriate, I will refer to Mr B solely in this decision for ease of read... (3 pages)View decision -
Decision Reference DRN-5851510
24 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5851510 The complaint Ms R has complained about U K Insurance Limited trading as Direct Line (UKI). She isn’t happy about the way it has handled her motor insurance claim after she was involved in an accident. What happened Ms R’s car was involved in a road traffic accident on a mot... (2 pages)View decision -
Decision Reference DRN-5755508
24 Oct 2025 AWP P&C S.A. Not upheldInsuranceDRN-5755508 The complaint Mr H has complained that AWP P&C S.A. declined a claim he made on a travel insurance policy. What happened Mr H had arranged a trip abroad in January 2025. He unfortunately mislaid his passport whilst at the airport and so was unable to travel. Upon return... (2 pages)View decision -
Decision Reference DRN-4629937
24 Oct 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4629937 The complaint Ms V s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding ag... (7 pages)View decision -
Decision Reference DRN-5827428
24 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5827428 The complaint Miss P complains Santander UK Plc (“Santander”) blocked and closed her account without explanation. Miss P is also unhappy she was provided poor customer service. Miss P says Santander’s actions have caused her severe distress, inconvenience, financial difficul... (2 pages)View decision -
Decision Reference DRN-5723651
24 Oct 2025 Paragon Bank Plc UpheldBanking and PaymentsDRN-5723651 The complaint Mrs S complains Paragon Bank Plc didn’t follow her instructions as to where she wanted interest from her fixed rate ISA to be paid and gave incorrect information. What happened Mrs S has a fixed rate ISA with Paragon Bank. Her husband does too. Mrs S says she t... (2 pages)View decision -
Decision Reference DRN-5878831
24 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5878831 The complaint Miss Y complains Bank of Scotland plc trading as Halifax didn’t enough to help get a refund for transactions made on her credit card. What happened In October 2024, Miss Y booked a guided tour, which included accommodation and excursions with a company I’ll ca... (4 pages)View decision -
Decision Reference DRN-5892873
24 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5892873 The complaint Mr H has complained that Barclays Bank UK PLC (“Barclays”) mis-sold him a Tech Pack. He says that Barclays failed to make it clear that phones over a certain age are not covered. What happened Mr H made a claim for damage to an old iPhone under a Tech Pack that... (3 pages)View decision -
Decision Reference DRN-5453439
24 Oct 2025 eToro (UK) Ltd Not upheldInvestmentsDRN-5453439 The complaint Mr H complains that he wasn’t able to access his eToro (UK) Ltd trading as eToro UK (“eToro”) account. As a result he says he wasn’t able to close a position which caused him to suffer a loss. What happened Mr H opened a CFD trade (which I’ll refer to as positi... (2 pages)View decision