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 388057 results
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Decision Reference DRN-5401166
1 May 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5401166 The complaint Mrs E complains about Red Sands Insurance Company (Europe) Limited (Red Sands) declining a claim under her insurance policy covering repairs for accidental damage to the bodywork of her vehicle. Any reference to Red Sands in this decision includes their agents... (3 pages)View decision -
Decision Reference DRN-4982260
1 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4982260 The complaint Mr S is complaining that Monzo Bank Ltd didn’t do enough to prevent him from making a payment to a scam, and didn’t refund the payment he made. The complaint is brought on Mr S’s behalf by a professional representative. What happened Both parties are familiar ... (3 pages)View decision -
Decision Reference DRN-5413445
1 May 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5413445 The complaint Mr H complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) approved a credit card for him which it subsequently failed to monitor correctly. Mr H says Virgin Money ought to have checked whether his finances needed to be reviewed during th... (5 pages)View decision -
Decision Reference DRN-5284063
1 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5284063 The complaint Mr U complains Revolut Ltd won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both parties, I... (4 pages)View decision -
Decision Reference DRN-5486931
1 May 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5486931 The complaint Mr S complains Vanquis Bank Limited (“Vanquis”) lent a credit card to him irresponsibly. What happened In March 2023 Mr S applied for a credit card with Vanquis. The application was accepted, and he was provided with a credit limit of £1,200. In December 2023, ... (3 pages)View decision -
Decision Reference DRN-5284098
1 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5284098 The complaint Mr U complains Barclays Bank UK PLC won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both p... (4 pages)View decision -
Decision Reference DRN-5491313
1 May 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5491313 The complaint Mr M complains that the car supplied by Toyota Financial Services (UK) PLC trading as Redline Finance (“TFS”) wasn’t of satisfactory quality. He says the car isn’t driveable, and the estimated cost of repairs is £5,000. Mr M says he wants to reject the car and ... (5 pages)View decision -
Decision Reference DRN-5325283
1 May 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5325283 The complaint Miss W complains that Lloyds Bank plc irresponsibly lent her two personal loans. What happened In September 2017 Miss W took out a loan of £10,000 with Lloyds. It was payable over a term of five years, at an annual interest rate of 6.22%. The monthly loan payme... (4 pages)View decision -
Decision Reference DRN-5515237
1 May 2025 Tide Platform Limited Not upheldBanking and PaymentsDRN-5515237 The complaint S Limited (‘S’), represented by Mrs M, complained about the service provided by Tide Platform Limited (‘Tide’) when there were difficulties accessing its account. What happened S holds an account with Tide, an online banking platform. On behalf of S, Mrs M (who... (2 pages)View decision -
Decision Reference DRN-5522221
1 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5522221 The complaint Mr and Mrs K complain that HSBC UK Bank PLC (‘HSBC’) hasn’t refunded the money they believe they lost to an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well-known to both parties, so I don’t intend to set these out... (4 pages)View decision