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 380824 results
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Decision Reference DRN-5412392
29 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5412392 The complaint Miss C has complained about TSB Bank plc not refunding several payments she says she made and lost to an authorised push payment (APP) scam. What happened The background to this complaint is well known to both parties, and is not in dispute, so I won’t repeat ... (3 pages)View decision -
Decision Reference DRN-5784833
29 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5784833 The complaint Mr R has complained about Admiral Insurance (Gibraltar) Limited. He isn’t happy that it turned down his claim under his motor insurance policy after his car was stolen. For ease of reading any reference to Admiral includes its agents. What happened I looked a... (4 pages)View decision -
Decision Reference DRN-5597614
29 Sep 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5597614 The complaint Mrs B complains about the way Intact Insurance UK Limited (‘Intact’) settled various aspects of a claim she made on her property insurance policy. What happened The following is intended as a summary of key events only. Mrs B held a home insurance policy with... (3 pages)View decision -
Decision Reference DRN-5584786
29 Sep 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5584786 The complaint Mr C complains Moneybarn No.1 Limited trading as Moneybarn (Moneybarn) irresponsibly lent when it entered into a car finance agreement with him because it didn’t carry out reasonable and proportionate checks to ensure he could sustainably afford the repayments.... (6 pages)View decision -
Decision Reference DRN-5720813
29 Sep 2025 World First UK Limited Not upheldBanking and PaymentsDRN-5720813 The complaint T complain World First UK Limited (“WF”) closed their account without notice, explanation, and with immediate effect. T also complain that their funds haven’t been returned. T say WF’s actions has caused them business loss, and inconvenience. What happened The ... (2 pages)View decision -
Decision Reference DRN-5425141
29 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5425141 The complaint Ms G has complained about Monzo Bank Ltd not refunding several payments she says she made and 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. In summary, Ms G fell victim to an ... (3 pages)View decision -
Decision Reference DRN-5425049
29 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5425049 The complaint Ms G has complained about Revolut Ltd not refunding several payments she says she made and lost to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Ms G fell vict... (3 pages)View decision -
Decision Reference DRN-5812940
29 Sep 2025 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5812940 The complaint Mr B, represented by a claims management company (CMC), complains that St. James's Place Wealth Management Plc (“SJP”) unsuitably advised him to transfer his investments to it and then failed to provide the ongoing advice service for which he was charged. ... (4 pages)View decision -
Decision Reference DRN-5848253
29 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5848253 The complaint Ms K complains that Revolut Ltd hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Ms K has explained that in June to September 20... (3 pages)View decision -
Decision Reference DRN-5848204
29 Sep 2025 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-5848204 The complaint Mr M is unhappy that a car supplied to him under a conditional sale agreement with Volvo Car Financial Services UK Limited (VCFS) was of an unsatisfactory quality. What happened In June 2024 Mr M was supplied with a new car through a conditional sale agreement ... (4 pages)View decision
