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 384131 results
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Decision Reference DRN-5383520
1 Apr 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5383520 The complaint Ms A complains about the way that American Express Services Europe Limited has dealt with her claim for a refund of some of the money that she paid for some clothing. What happened Ms A used her American Express credit card in October 2023 to pay £603.84 to a m... (3 pages)View decision -
Decision Reference DRN-5407449
1 Apr 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5407449 The complaint Miss B and Miss B complained that Aviva Insurance Limited (“Aviva”) unfairly declined their claim when water penetrated their conservatory roof. Aviva were providing cover under a home insurance policy. What happened Miss B and Miss B made a claim on their insu... (4 pages)View decision -
Decision Reference DRN-5386074
1 Apr 2025 LeasePlan UK Limited UpheldConsumer CreditDRN-5386074 The complaint Ms B is unhappy that a car supplied to her under a hire agreement with LeasePlan UK Limited was of an unsatisfactory quality. What happened In September 2023, Ms B was supplied with a new electric car through a hire agreement with LeasePlan. The agreement was ... (3 pages)View decision -
Decision Reference DRN-5425132
1 Apr 2025 EE Limited UpheldConsumer CreditDRN-5425132 The complaint Ms D complains that the phone supplied by EE Limited (EE) was faulty. What happened On 17 June 2022, Ms D took out a fixed sum credit agreement with EE for the supply of a mobile phone. The agreement was for £672, to be paid over 36 months. It was interest-free... (3 pages)View decision -
Decision Reference DRN-5449396
1 Apr 2025 Close Asset Management Limited UpheldPensions and AnnuitiesDRN-5449396 The complaint Ms C complains that Close Asset Management Limited trading as Close Brothers Asset Management (CBAM) failed to re-invest the maturity value of a one-year fixed term deposit appropriately. She also complains that CBAM hasn’t provided the expected service over th... (12 pages)View decision -
Decision Reference DRN-5380718
1 Apr 2025 Conister Bank Limited Not upheldConsumer CreditDRN-5380718 The complaint Miss R, who is represented by a third party, complains that Conister Bank Limited (‘Conister Bank’) irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In March 2018, Miss R acquired a used car financed by way of a h... (3 pages)View decision -
Decision Reference DRN-4975353
1 Apr 2025 Northern Bank Limited UpheldBanking and PaymentsDRN-4975353 The complaint C, a limited company, complains that Northern Bank Ltd (trading as Danske Bank) have been unreasonable in declining to refund funds they lost to a scam. What happened In June 2023 C received a letter saying that a court judgement had been made against them. La... (3 pages)View decision -
Decision Reference DRN-5300377
1 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5300377 The complaint A company, which I will refer to as G, complains about Barclays’ conduct in respect of a Bounce Back Loan. (I am aware that G’s representatives have made wide-ranging complaints about Barclays’ behaviour. But this decision relates solely to G’s complaint about... (2 pages)View decision -
Decision Reference DRN-4954392
1 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4954392 The complaint Ms S is unhappy Revolut won’t refund money she lost as the result of a scam. What happened Mrs S had an account with Revolut, which she opened in August 2023. Over the next three months, Mrs S made payments to a crypto currency exchange using her Revolut debit ... (4 pages)View decision -
Decision Reference DRN-5356457
1 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5356457 The complaint Mr R complains that Lloyds Bank PLC (Lloyds) won’t refund money he lost in an investment scam. What happened What Mr R says: Mr R is represented by a third-party claims firm. He says he’s lost £114,500 paid from two different accounts – he made payments from Ll... (7 pages)View decision
