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-5643875
26 Sep 2025 EE Limited Not upheldConsumer CreditDRN-5643875 The complaint Mr A has complained that EE Limited is holding him liable for credit agreements that were taken out to buy devices. Mr A has had representation at times but, to keep things simple, I’ll refer to Mr A throughout. What happened The circumstances of the complaint ... (3 pages)View decision -
Decision Reference DRN-5754452
26 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5754452 The complaint Mr A complains that Revolut Ltd won’t refund money he lost when he fell victim to a scam. A representative who I will call “M” complains on behalf of Mr A. What happened The background of this complaint is well known to both parties so I’ll only refer to the ke... (3 pages)View decision -
Decision Reference DRN-5544671
26 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5544671 The complaint Miss A is unhappy with how Bank of Scotland plc, trading as Halifax have engaged with her about an outstanding overdraft balance. What happened Miss A opened a student account with Halifax in 2013 with an arranged overdraft limit of £1,000. Miss A last used th... (4 pages)View decision -
Decision Reference DRN-5843708
26 Sep 2025 Covea Insurance plc UpheldInsuranceDRN-5843708 The complaint Mr M complains about the way Covea Insurance plc (‘Covea’) handled a claim he made on his home insurance policy. What happened The following is intended as a summary of key events only, as the background to this complaint is well known to both parties. Mr M h... (10 pages)View decision -
Decision Reference DRN-5768808
26 Sep 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5768808 The complaint Mr T complains that J.P. Morgan Europe Limited (trading as Chase) have failed to refund all the money he lost to a crypto investment scam. The details of this complaint are well known to both parties. So, if there’s a submission I’ve not addressed; it isn’t bec... (3 pages)View decision -
Decision Reference DRN-5623941
26 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5623941 The complaint Mrs A complains, via a representative, that Revolut Ltd (“Revolut”) won’t refund the money she lost to a fake job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mrs A fell ... (3 pages)View decision -
Decision Reference DRN-5834512
26 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5834512 The complaint Mrs E complains that Clydesdale Bank Plc trading as Virgin Money has treated her unfairly about a transaction on her credit card for a packaged holiday. What happened Mrs E booked a packaged holiday with a merchant, who I’ll call B. The trip was to take place b... (4 pages)View decision -
Decision Reference DRN-5722658
26 Sep 2025 AWP P&C S.A. Not upheldInsuranceDRN-5722658 The complaint Mr W has complained that AWP P&C S.A (AWP) failed to provide support when he sought assistance under a Home Emergency (HE) policy he shares jointly with Mrs W. What happened In September 2024 Mr W called AWP as his roof was leaking rainwater into his home w... (2 pages)View decision -
Decision Reference DRN-5797540
26 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5797540 The complaint Mrs S complains that Monzo Bank Ltd (Monzo) closed her account and Flex credit line (Flex) without notice or reason. The deposit paid for her Flex was not given back and used to repay the balance. What happened Mrs S had a bank account with Monzo along with Fl... (3 pages)View decision -
Decision Reference DRN-5622197
26 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5622197 The complaint Mr R complains that Wise Payments Limited won’t refund money he lost to a scam. A representative who I will call “F” complains on behalf of Mr R. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. ... (4 pages)View decision
