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-5654019
27 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5654019 The complaint Mr E complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional deci... (4 pages)View decision -
Decision Reference DRN-5469808
27 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5469808 The complaint Ms B complains about the actions of HSBC UK Bank Plc which have meant that she is being pursued for a debt owed by her company. What happened Ms B told us: Her limited company which I’ll call ‘U’ had a business current account with a £10,000 overdraft with ... (3 pages)View decision -
Decision Reference DRN-5499461
27 Jun 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5499461 The complaint Ms D complains that Metro Bank PLC didn’t do enough to protect her when she fell victim to a cryptocurrency investment scam. What happened In mid-2019, Ms D responded to a cryptocurrency investment advert she found online and was contacted by the company. She i... (3 pages)View decision -
Decision Reference DRN-4897248
27 Jun 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-4897248 The complaint Mr M complains about a reviewable critical illness policy he holds with Zurich Assurance Ltd. He’s unhappy with reductions in the policy’s sum assured after a policy review and thinks it was mis-sold to him. What happened Mr M was advised to take out the Lifeti... (3 pages)View decision -
Decision Reference DRN-5653791
27 Jun 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5653791 The complaint Miss H complains that Watford Insurance Company Europe Limited unfairly declined a claim she made under her home insurance policy. Watford is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Watford ... (5 pages)View decision -
Decision Reference DRN-5555077
27 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5555077 The complaint Mr S has complained American Express Services Europe Limited, trading as American Express, won’t refund him for a transaction he believes he didn’t authorise. What happened Mr S raised a dispute with American Express in June 2024. He noted there was a pending d... (2 pages)View decision -
Decision Reference DRN-5528348
27 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5528348 The complaint Mr C complains that Barclays Bank UK PLC trading as Tesco Bank (“Tesco”) failed to refund transactions he didn’t recognise. What happened Mr C contacted Tesco after noticing two payments to the same bar had been taken from his account that he didn’t recognise. ... (3 pages)View decision -
Decision Reference DRN-5358626
27 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5358626 The complaint Mr U complains that Lloyds Bank PLC won’t refund money he lost when he was a victim of a cryptocurrency investment scam. Mr U is professionally represented, however, to keep things simple, I’ll refer to Mr U What happened The background to this complaint is w... (3 pages)View decision -
Decision Reference DRN-5571500
27 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5571500 The complaint Mrs A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. Mrs A is represented in her complaint by professional representatives. What happened In September 2023 Monzo received a fraud report from anoth... (3 pages)View decision -
Decision Reference DRN-5410642
27 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5410642 The complaint Mr N and Ms W’s complaint is about the rejection of a claim made under their travel insurance policy with Inter Partner Assistance SA (“IPA”). What happened Mr N and Ms W planned a trip from April 2024. They say they planned to return to the UK in October 2024 ... (5 pages)View decision
