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 361839 results
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Decision Reference DRN-4772348
24 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4772348 The complaint Mrs O complains that Wise Payments Limited didn’t do enough to protect her from the financial harm caused by a job scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known ... (4 pages)View decision -
Decision Reference DRN-5321219
24 Mar 2025 Next Retail Limited Not upheldConsumer CreditDRN-5321219 The complaint Miss E complains that Next Retail Limited was irresponsible in its lending to her. She wants all interest and charges she has paid under the credit agreement refunded along with statutory interest. She also wants any adverse information recorded on her credit f... (3 pages)View decision -
Decision Reference DRN-5403187
24 Mar 2025 ETU Forsikring A/S Not upheldInsuranceDRN-5403187 The complaint Mrs P complains that ETU Forsikring A/S (“ETU”) has unfairly declined her pet insurance claim for the cost of life-saving treatment for her dog. This complaint involves the actions of a claims handling firm for whom ETU is responsible. Any reference to ETU inc... (3 pages)View decision -
Decision Reference DRN-5421343
24 Mar 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5421343 The complaint Ms H complains about the way Liverpool Victoria Insurance Company Limited handled a claim she made on her home insurance policy when water was entering her property. Any reference to LV includes its appointed agents. What happened Ms H had water coming into her... (3 pages)View decision -
Decision Reference DRN-5375994
24 Mar 2025 eBay Commerce UK Ltd Not upheldBanking and PaymentsDRN-5375994 The complaint Mr S complains eBay Commerce UK Ltd (Commerce) has changed its terms so sellers on the marketplace are no longer paid money until items are delivered. What happened Mr S received an email saying money from sales on the marketplace wouldn’t be released until e... (3 pages)View decision -
Decision Reference DRN-5240457
24 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5240457 The complaint Mrs M has complained that Wise Payments Limited (“Wise”) failed to protect her from an investment scam and hasn’t refunded what she lost in the scam. What happened Mrs M has used a professional representative to refer her complaint to this service. For the pur... (5 pages)View decision -
Decision Reference DRN-5396600
24 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5396600 The complaint Miss D complains that UK Insurance Limited trading a Churchill Insurance gave her incorrect information that her policy was third party only which led to her cancelling the policy. What happened Miss D purchased an Essentials motor insurance policy with UKI th... (2 pages)View decision -
Decision Reference DRN-5366738
24 Mar 2025 Monzo Bank Ltd UpheldConsumer CreditDRN-5366738 The complaint Mr C has complained that Monzo Bank Ltd acted irresponsibly when provided him with a £10,000 loan in March 2024. Background Mr C has a number of accounts with Monzo. In March 2019 he disclosed to the bank that he had a compulsive spending problem that can resul... (4 pages)View decision -
Decision Reference DRN-5419191
24 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5419191 The complaint Mr B complains that Lloyds Bank PLC hasn’t reimbursed the money he lost to a scam. What happened Mr B saw a celebrity-endorsed advert on social media for an investment opportunity with a company I’ll refer to as ‘E’. He registered his interest and an ‘account m... (5 pages)View decision -
Decision Reference DRN-4918509
24 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-4918509 The complaint Mr N complains about how U K Insurance Limited trading as Privilege Insurance (Privilege) settled a claim made under his buildings insurance policy. Any references to Privilege include its agents. What happened A sewage drain collapsed in Mr N’s garden. He ar... (3 pages)View decision
