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 391431 results
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Decision Reference DRN-5376460
6 Mar 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5376460 The complaint Mrs N complains about Fortegra Europe Insurance Company Ltd (Fortegra)’s settlement offer for her claim on a furniture protection plan. Fortegra uses a third party company to administer these plans and handle claims, and most of Mrs N’s correspondence has been ... (5 pages)View decision -
Decision Reference DRN-5346125
6 Mar 2025 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5346125 I’ve considered the relevant information about this complaint. Having done so, I’m not minded to uphold this complaint. The deadline for both parties to provide any further comments or evidence for me to consider is 20 March 2025. Unless the information changes my mind, my f... (3 pages)View decision -
Decision Reference DRN-4718245
6 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4718245 The complaint Miss F has complained about Barclays Bank UK Plc 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, Miss F fell vic... (4 pages)View decision -
Decision Reference DRN-5331702
6 Mar 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5331702 The complaint Ms S is unhappy that Clydesdale Bank plc trading as Virgin Money (‘Virgin’) reported missed credit card payments to her credit file. Ms S wants her credit file amending, and for Virgin to pay her compensation. What happened Ms S didn’t pay her credit card whe... (3 pages)View decision -
Decision Reference DRN-5154288
6 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5154288 The complaint Ms W complains that Revolut Ltd did not refund a series of payments she lost to a scam. What happened Ms W found an investment opportunity on social media, that was being endorsed by multiple well-known celebrities. Unfortunately, this turned out to be a scam. ... (10 pages)View decision -
Decision Reference DRN-5320217
6 Mar 2025 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5320217 The complaint Ms S and Mr S complain about Fortegra Europe Insurance Company Ltd (Fortegra). Their complaint is about being charged an excess by a hire company (E) for alleged damage to a hire car they had while on holiday in Europe. They took out a car hire excess insurance... (3 pages)View decision -
Decision Reference DRN-5238956
6 Mar 2025 The Co-operative Bank Plc Not upheldMortgagesDRN-5238956 The complaint Mrs F is unhappy that The Co-operative Bank Plc trading as Platform declined her porting application and didn’t share its lending criteria with her. She is also unhappy with the long call wait times she experienced. What happened Mrs F had a residential mortgag... (3 pages)View decision -
Decision Reference DRN-5365998
6 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5365998 The complaint Mr S complains that Monzo Bank Limited did not refund a series of payments he lost to a scam. What happened Mr S fell victim to a task-based job scam after he was contacted by a ‘recruiter’ and offered a remote, flexible job in which he had to complete a set am... (3 pages)View decision -
Decision Reference DRN-5252926
6 Mar 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5252926 The complaint Mr and Mrs L’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (22 pages)View decision -
Decision Reference DRN-5203567
6 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5203567 The complaint Mr L complains that Lloyds Bank Plc has decided not to refund him after he was the victim of a scam. Mr L is being professionally represented – I’ll refer to his representatives as T. What happened Mr L fell victim to an investment scam. As a result, he made ... (3 pages)View decision