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-5276426
25 Jul 2025 Oodle Financial Services Limited Not upheldConsumer CreditThe complaint Mr C, who is represented by a third party, complains that Oodle Financial Services Limited (“Oodle”), irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In July 2019 Mr C acquired a used car financed by a hire purchase agreement fro... (3 pages)View decision -
Decision Reference DRN-4994076
25 Jul 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-4994076 The complaint D, a sole trader, has complained Metro Bank PLC did nothing to identify and stop a fraudulent payment being made to one of their customer’s accounts. What happened D operates as a small business and holds an account with a bank that I’ll refer to as L. They hav... (3 pages)View decision -
Decision Reference DRN-5671134
25 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5671134 The complaint Miss S on behalf of her daughter Miss W complains about the service received from Barclays Bank UK PLC (“Barclays”) following unrecognised transactions on Miss W’s account. In particular, Miss S is unhappy with the service Miss W received over the phone and say... (3 pages)View decision -
Decision Reference DRN-5552346
25 Jul 2025 esure Insurance Limited Not upheldInsuranceDRN-5552346 The complaint Mr W has complained about the total loss settlement esure Insurance Limited paid when he made a theft claim under his car insurance policy. Mr W also complained that esure caused delay and didn’t deal with his claim for personal items. What happened Mr W made a... (4 pages)View decision -
Decision Reference DRN-5715446
25 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5715446 The complaint Ms T complained that Aviva Insurance Limited unreasonably refused to accept her claim for a faulty charging point on her mobile phone under her device protection insurance provided via her bank account. References to Aviva include all its agents and partners. ... (3 pages)View decision -
Decision Reference DRN-5652095
25 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5652095 The complaint Mr M has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In March 2024 Monzo closed the account Mr M held with them. They’d received a fraud report from another bank about a credit of £60... (3 pages)View decision -
Decision Reference DRN-5653407
25 Jul 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5653407 The complaint Mrs V complains that American Express Services Europe Limited (AESEL) gave her incorrect advice about the timescale within which she needed to meet a spend threshold in order to qualify for a promotional offer. What happened On 8 January 2025 Mrs V opened a Pla... (3 pages)View decision -
Decision Reference DRN-5244825
25 Jul 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5244825 The complaint Mrs E, via a representative, complains that she was sold an unsuitable reviewable whole of life assurance policy by Zurich Assurance Ltd. What happened In August 2001 Mrs E met with the Zurich adviser and was advised to take out a reviewable whole of life polic... (3 pages)View decision -
Decision Reference DRN-5715101
25 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5715101 The complaint Mr A complains Revolut Ltd won’t refund payments he lost when he was the victim of a cryptocurrency (‘crypto’) investment scam. Mr A is professionally represented, however, to keep things simple, I’ll refer to Mr A throughout my decision. What happened In Mar... (8 pages)View decision -
Decision Reference DRN-5629722
25 Jul 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5629722 The complaint Mr L and Miss M have complained that Inter Partner Assistance SA declined a cancellation claim made under their travel insurance policy. All references to IPA include its appointed agents. What happened The background to this complaint is well known to the part... (3 pages)View decision