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 381196 results
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Decision Reference DRN-5663884
30 Sep 2025 Wakam UpheldInsuranceDRN-5663884 The complaint Ms S complains Wakam has unfairly declined a claim made on her pet insurance policy and has provided poor customer service. Any reference to Wakam includes the actions of its agents. What happened The circumstances of this complaint are well known to both parti... (2 pages)View decision -
Decision Reference DRN-5781478
30 Sep 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5781478 The complaint Mr O complains about how Liverpool Victoria Insurance Company Limited (‘LV’) dealt with liability for a claim under his motor insurance policy. What happened Mr O had a LV motor insurance policy. In October 2024, he was involved in minor accident with a third p... (2 pages)View decision -
Decision Reference DRN-5849150
30 Sep 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5849150 The complaint G, a limited company complains that Lloyds Bank PLC has unfairly refused to refund money after it fell victim to a scam. G is represented in its complaint by a director of G, Mr N and by a professional representative. What happened Mr N says that a company I wi... (5 pages)View decision -
Decision Reference DRN-5646218
30 Sep 2025 Metro Bank PLC UpheldConsumer CreditDRN-5646218 The complaint Miss R complains Metro Bank PLC trading as RateSetter (RateSetter) approved her for a personal loan irresponsibly, without completing adequate affordability checks. What happened In October 2019, Miss R took out a personal loan with RateSetter. She borrowed £20... (5 pages)View decision -
Decision Reference DRN-5850275
30 Sep 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5850275 The complaint Mr S complains that Lowell Portfolio I LTD (Lowell) didn’t properly deal with his request to write off two debts they were pursuing him for. What happened Mr S has two accounts with Lowell, which they purchased form the original lenders. The first account is a... (3 pages)View decision -
Decision Reference DRN-5809059
30 Sep 2025 Tide Platform Limited Not upheldBanking and PaymentsDRN-5809059 The complaint Miss C, a sole trader, complains that Tide Platform Limited (Tide) declined her business account application. She wants them to re-consider the application and award compensation for the distress and inconvenience caused. What happened Miss C applied for a busi... (3 pages)View decision -
Decision Reference DRN-5743063
30 Sep 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5743063 The complaint Mr A complains that the car he acquired financed through a hire purchase agreement with BMW Financial Services (GB) Limited (“BMWFS”) wasn’t of satisfactory quality. What happened Mr A acquired a used car financed through a hire purchase agreement with BMWFS he... (3 pages)View decision -
Decision Reference DRN-5292988
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5292988 The complaint A company, which I’ll refer to as L, complains that Monzo Bank t Ltd won’t reimburse it after it sent funds to an online auction site, that it now considers to have been a scam. Mrs J, who is the director of L, brings the complaint on L’s behalf via a professio... (3 pages)View decision -
Decision Reference DRN-5729824
30 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5729824 The complaint Mr R complains that Revolut Ltd won’t refund him money he lost in an investment scam and an impersonation scam. Mr R is being represented by a professional representative, but for ease of reading I’ll just refer to Mr R. What happened The circumstances surround... (4 pages)View decision -
Decision Reference DRN-5626825
30 Sep 2025 ClearBank Limited UpheldBanking and PaymentsDRN-5626825 The complaint Miss A is a sole trader, trading as L. She complains that ClearBank Limited won’t refund a payment she made as a result of a scam. ClearBank Limited provide L’s account on behalf of Tide. While it’s ultimately responsible for the complaint, I will generally ref... (4 pages)View decision
