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 366874 results
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Decision Reference DRN-5311446
2 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5311446 The complaint Mr C complains about the outcome of a claim he made to Lloyds Bank PLC (“Lloyds”) for a sofa he purchased using his credit card. What happened In 2024, Mr C purchased a two-seater sofa from a company I’ll call ‘N’ using his Lloyds credit card. Mr C paid N a tot... (4 pages)View decision -
Decision Reference DRN-5530784
2 May 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5530784 The complaint Mr L has a self-invested personal pension (SIPP) with London & Colonial Services Limited, now called Pathlines Pensions UK Limited (“L&C”). Mr L made an investment in his SIPP which has since failed. Mr L thinks L&C is responsible for the loss he ha... (13 pages)View decision -
Decision Reference DRN-5203687
2 May 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5203687 The complaint Mr B complains that Tesco Personal Finance Limited trading as Tesco Bank (“Tesco”) won’t refund him the cost of airport parking he paid for with his credit card. What happened On 9 June 2024, Mr B booked a parking space at an airport. He paid £56.53 for this us... (3 pages)View decision -
Decision Reference DRN-4898214
2 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4898214 The complaint Ms L complains that Monzo Bank Ltd has refused to refund the money she lost as a result of a scam. Ms L has been represented in her complaint by a firm of solicitors. What happened The background to the complaint is well known to the parties, so I’ll simply sum... (4 pages)View decision -
Decision Reference DRN-5371758
2 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5371758 The complaint Mr S complains, via a representative, that Revolut Ltd (“Revolut”) won’t refund the money he lost to a fake job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr S fell victim... (3 pages)View decision -
Decision Reference DRN-5529956
2 May 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5529956 The complaint Mr P has a self-invested personal pension (SIPP) with London & Colonial Services Limited, now called Pathlines Pensions UK Limited (“L&C”). Mr P invested in unlisted shares in his SIPP. Mr P thinks L&C did not make adequate checks before allowing ... (14 pages)View decision -
Decision Reference DRN-4797317
2 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4797317 The complaint Mr W is unhappy Revolut Ltd (“Revolut”) won’t reimburse him for the money he lost when he fell victim to a scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In short, Mr W says ... (4 pages)View decision -
Decision Reference DRN-5530641
2 May 2025 Bradford & Bingley Limited UpheldInvestmentsDRN-5530641 The complaint Mr and Mrs C’s complaint is about delays caused by Bradford & Bingley Limited (B&B) when in it paying them the redress due from a previous complaint about it having mis-sold them a mortgage endowment policy. What happened In 2006 Mr and Mrs C had compla... (6 pages)View decision -
Decision Reference DRN-5467471
2 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5467471 The complaint Mr P complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr P applied for an Aqua credit card in August 2019. In his application, Mr P said he was earning... (3 pages)View decision -
Decision Reference DRN-5465480
2 May 2025 Wakam UpheldInsuranceDRN-5465480 The complaint Miss K complains that Wakam declined a claim on her pet insurance policy. What happened In April 2024 Miss K’s dog became ill with haemorrhagic gastroenteritis and needed treatment. She claimed for the treatment costs but Wakam declined the claim. Wakam said he... (3 pages)View decision
