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-5441374
1 Jul 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5441374 The complaint Mr B complains that Zopa Bank Limited did not write off a loan he says he did not take out himself. What happened I will set out the same summary that was in the provisional decision: Mr B and his wife, Mrs C, fell victim to an investment scam. They say that as... (4 pages)View decision -
Decision Reference DRN-5602062
1 Jul 2025 Stonebridge Mortgage Solutions Ltd Not upheldMortgagesDRN-5602062 The complaint Miss C complains that a broker working with Stonebridge Mortgage Solutions Ltd told her she wouldn’t be eligible for a five year fixed interest term on the mortgage she was taking out. Miss C said she’s now refixed her mortgage, and it costs more because of thi... (3 pages)View decision -
Decision Reference DRN-5598328
1 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5598328 The complaint Mr M complains Barclays Bank UK PLC (“Barclays”) told him he’d need to come into branch to collect a refund sent to his closed account. Mr M was also incorrectly told he was unable to request a chargeback claim or raise a complaint as the account was now closed... (2 pages)View decision -
Decision Reference DRN-5653921
1 Jul 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5653921 The complaint Mr M complains that Domestic & General Insurance Plc (‘D&G’) failed to reinstate a direct debit for his household appliance protection plan. What happened In November 2024, Mr M cancelled his December direct debit payment for his household appliance pro... (3 pages)View decision -
Decision Reference DRN-5400340
1 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5400340 The complaint Mr H complains that Barclays Bank UL PLC won’t reimburse him for payments he made to a scam. Mr H’s complaint is brought by a professional representative but for ease I will refer only to Mr H in this decision. What happened The detailed background to this comp... (4 pages)View decision -
Decision Reference DRN-5400357
1 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5400357 The complaint Mr H complains that Revolut Ltd won’t reimburse him for payments he made to a scam. Mr H’s complaint is brought by a professional representative but for ease of reading I’ll refer only to Mr H in this decision. What happened The detailed background to this comp... (3 pages)View decision -
Decision Reference DRN-5441866
1 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5441866 The complaint Company H complains that American Express Services Europe Limited won’t refund to it the money that it paid to a merchant. Company H is being represented in its complaint by its CEO and its administrator. What happened Company H had a business credit card accou... (3 pages)View decision -
Decision Reference DRN-5287461
1 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5287461 The complaint Miss A complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost as a result of an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. But in... (4 pages)View decision -
Decision Reference DRN-5596206
1 Jul 2025 Gresham Insurance Company Limited Not upheldInsuranceDRN-5596206 The complaint Mrs E complains Gresham Insurance Company Limited (“Gresham”) declined a claim she made on her home insurance policy following a storm. Gresham is the underwriter of the policy, i.e. the insurer. Part of this complaint concerns the actions of its agent. Since ... (3 pages)View decision -
Decision Reference DRN-5248970
1 Jul 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5248970 The complaint Miss F complains that a car that was supplied to her under a personal contract purchase agreement with CA Auto Finance UK Limited wasn’t of satisfactory quality. She’s being helped with her complaint by her father. What happened A used car was supplied to Miss ... (2 pages)View decision
