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
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Decision Reference DRN-5813588
24 Oct 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5813588 The complaint Mr S complains PayPal UK Ltd delayed a refund being applied to his account. What happened In September 2024, Mr S booked accommodation through a company I’ll call “B”, paying via PayPal credit. Mr S says he cancelled the booking straight away and was told by B ... (3 pages)View decision -
Decision Reference DRN-5731910
24 Oct 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5731910 Complaint Mr H complains that J.P. Morgan Europe Limited trading as Chase (“Chase”) didn’t reimburse him after he reported falling victim to a scam. This complaint has been brought on Mr H’s behalf by a representative, but for simplicity’s sake I’ve referred to Mr H througho... (3 pages)View decision -
Decision Reference DRN-5635460
24 Oct 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5635460 The complaint Mr B is unhappy with the service provided by Tesco Underwriting Limited (Tesco) following a claim made on his home insurance policy. What happened The facts of this complaint are well known to Mr B and Tesco. So, I haven’t repeated them in detail here. This Ser... (2 pages)View decision -
Decision Reference DRN-5902306
24 Oct 2025 EE Limited UpheldConsumer CreditDRN-5902306 The complaint Miss R has complained that EE Limited is holding her liable for a credit agreement she didn’t take out. What happened The circumstances of the complaint are well known so I won’t go over everything again in detail. But to summarise, Miss R said her ex-partner ... (4 pages)View decision -
Decision Reference DRN-5905973
24 Oct 2025 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-5905973 The complaint Mr F complains about his experience applying for finance with Barclays Partner Finance (‘BPF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes ... (5 pages)View decision -
Decision Reference DRN-5627846
24 Oct 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5627846 The complaint Miss S complains that TSB Bank plc failed to reclaim a payment she made on her debit card. What happened In 2024, Miss S purchased some items of jewellery for £37.98 from a seller on an online marketplace (which I’ll refer to as “E”). When the items arrived, M... (4 pages)View decision -
Decision Reference DRN-5831256
24 Oct 2025 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-5831256 The complaint Mrs J complains that Capquest Debt Recovery Limited trading as Erudio Student Loans (Erudio) terminated her student loan account and didn’t contact her about deferment. What happened Mrs J took out a student loan many years ago. She had previously deferred rep... (4 pages)View decision -
Decision Reference DRN-5728482
24 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5728482 The complaint Mr G complains about Revolut Ltd. He says that Revolut failed to protect him when he fell victim to a cryptocurrency investment scam and would like it to refund him the money he has lost as a result. What happened Mr G received a phone call out of the blue by... (3 pages)View decision -
Decision Reference DRN-5870992
24 Oct 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5870992 The complaint Mr M complains that Scottish Widows Limited (SWL) failed to appropriately communicate with him when, at his previous employer’s request, it reversed a pension contribution that employer had made in error. While he accepts that SWL didn’t make the contribution e... (4 pages)View decision -
Decision Reference DRN-5238896
24 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5238896 The complaint Mr G complains about Lloyds Bank PLC. He says that Lloyds failed to protect him when he fell victim to a scam and would like it to refund him the money he has lost as a result. What happened Mr G received a phone call out of the blue by from an individual who... (3 pages)View decision