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 369227 results
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Decision Reference DRN-5242676
30 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5242676 The complaint Mr I complains National Westminster Bank Public Limited Company (“NatWest”) didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam. What happened Mr I said he heard about a cryptocurrency investment opportunity from a friend wh... (3 pages)View decision -
Decision Reference DRN-5656434
30 Jun 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5656434 The complaint Ms K complains Loans 2 Go Limited (L2G) acted irresponsibly by approving her for lending which was unaffordable. Ms K also complains the interest rate L2G charged her was grossly excessive. Ms K is represented in this complaint by Mr M but, for ease, I’ll refer... (4 pages)View decision -
Decision Reference DRN-5346876
30 Jun 2025 Zurich Assurance Ltd Not upheldPensions and AnnuitiesDRN-5346876 The complaint Mr A complained that Zurich Assurance Ltd (Zurich) did not claim tax relief from HMRC on his pension contributions, leading to a financial loss. He would like Zurich to compensate him for this loss, including lost investment growth. What happened I have revie... (5 pages)View decision -
Decision Reference DRN-5656099
30 Jun 2025 Intrum Mortgages UK Finance Limited UpheldMortgagesDRN-5656099 The complaint Mr and Mrs Y complain that Intrum Mortgages UK Finance Limited has charged them an unfairly high rate of interest on their mortgage account. They complain they’ve been overcharged for years and would like the rate reduced to a fair rate that reflects the Financ... (8 pages)View decision -
Decision Reference DRN-5349460
30 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5349460 The complaint Mr K complains about a claim he made to Lloyds Bank PLC (Lloyds) in respect of a deposit not having been returned following the cancellation of a contract. What happened In January 2024, Mr K paid a £5,812 deposit to a merchant who I’ll call A. Mr K contracted ... (4 pages)View decision -
Decision Reference DRN-5470394
30 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5470394 The complaint Mr A complains that Barclays Bank UK PLC hasn’t reimbursed him for four payments he made in March 2021 to what he now believes to have been a fraudulent investment. Mr A brings this complaint with the benefit of professional representation. In what follows, fo... (5 pages)View decision -
Decision Reference DRN-5198710
30 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5198710 The complaint Mr S complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam. What happened Mr S says he saw an advert on social media for an investment opportunity in cryptocurrency, supposedly endorsed by a c... (5 pages)View decision -
Decision Reference DRN-5647532
30 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5647532 The complaint Mr S complains that Barclays Bank UK PLC won’t refund money he said he lost to a scam. A firm represents Mr S, but for ease I have only referred to Mr S in this decision. What happened Mr S said he made the following payments towards what he believed was a genu... (3 pages)View decision -
Decision Reference DRN-5576175
30 Jun 2025 U K Insurance Limited UpheldInsuranceDRN-5576175 The complaint Mr D complains about how U K Insurance Limited (“UKI”) cancelled his policy which used telematics to gather data about his driving. What happened Mr D had a car insurance policy with UKI. He bought the policy online via a comparison website. The policy required... (3 pages)View decision -
Decision Reference DRN-5072350
30 Jun 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5072350 The complaint Mr M complains that Kroo Bank Ltd (Kroo) hasn’t refunded transactions which he says he didn’t authorise What happened Following my provisional decision, I’ve not been provided with any additional comments or evidence that would lead me to change my provisional ... (2 pages)View decision
