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-5416393
2 May 2025 Highway Insurance Company Limited Not upheldInsuranceDRN-5416393 The complaint Mr X complains that Highway Insurance Company Limited (“Highway”) unfairly declined his claim for the theft of his car and avoided (treated it as though it was never taken out) his motor insurance policy. What happened Mr X says he took a free seven-day insuran... (3 pages)View decision -
Decision Reference DRN-5467782
2 May 2025 Lloyd's Insurance Company SA Not upheldInsuranceDRN-5467782 The complaint Mr and Mrs M have complained about Lloyd's Insurance Company SA (Lloyd’s) decision not to pursue the recovery of claim costs including the excess for a claim under their holiday home insurance policy. Mr and Mrs M are being represented in their complaint. ... (2 pages)View decision -
Decision Reference DRN-5338704
2 May 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5338704 The complaint Miss M complains that she was told by Vanquis Bank Limited that a payment she was intending to make would provide her with protection under section 75 of the Consumer Credit Act 1974 (“section 75”). The item was not delivered and so she says she has lost money ... (2 pages)View decision -
Decision Reference DRN-5525993
2 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5525993 The complaint Miss S complains that NewDay Ltd irresponsibly lent to her. What happened Miss S was approved for an NewDay credit card (which I will refer to as A in this decision), in December 2018 with a credit limit of £450. I have detailed the credit limit changes below: ... (5 pages)View decision -
Decision Reference DRN-5521506
2 May 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5521506 The complaint Mr L is upset about the transfer of his Tesco Bank account to Barclays Bank UK PLC (‘Barclays’). What happened In November 2024, the High Court approved the transfer of Tesco Bank accounts to Barclays. Mr L opposed that transfer and he raised ethical objections... (2 pages)View decision -
Decision Reference DRN-5473849
2 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5473849 The complaint Mr S is unhappy that Monzo Bank Ltd (“Monzo”) won’t refund the money he lost when he fell victim to a purchase scam. What happened Mr S found the profile of someone selling computer parts on the selling page of a social networking website. The profile Mr S foun... (4 pages)View decision -
Decision Reference DRN-5528465
2 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5528465 The complaint Mr E is unhappy with how NewDay Ltd handled things when he disputed some transactions on his credit card. What happened Around July 2023 Mr E says he contacted NewDay and asked to dispute various transactions from his credit card, in relation to dental consulta... (7 pages)View decision -
Decision Reference DRN-5120462
2 May 2025 Citibank UK Limited Not upheldBanking and PaymentsDRN-5120462 The complaint Mr E complains that Citibank UK Limited (“Citibank”) did not properly pursue a chargeback on his behalf. What happened On 22 March 2024 Mr E paid £10,000 from his Citibank account using his debit card to a regulated online broker with a UK banking licence. On 2... (3 pages)View decision -
Decision Reference DRN-5404831
2 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5404831 The complaint Mr Y complains that Revolut Ltd didn’t give him sufficient notice of the change to its US Banking partner. As a result he had to arrange for a payment of his share dividend from a company (C) to be made by wire transfer, incurring extra costs. What happened On ... (2 pages)View decision -
Decision Reference DRN-5225791
2 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5225791 The complaint Miss K complains Lloyds Bank PLC unfairly closed her accounts and provided poor service. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Miss K contacted Lloyds on 27 July 2024 as sh... (3 pages)View decision
