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 366763 results
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Decision Reference DRN-5467050
10 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5467050 The complaint Ms W complains that Santander UK Plc (Santander) were unreasonable to report a missed payment to her credit file. What happened Ms W missed a payment towards her credit card bill in November 2024. Ms W says there were mitigating circumstances, she’d put a new d... (2 pages)View decision -
Decision Reference DRN-5466439
10 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5466439 The complaint Mr S complains that Barclays Bank UK PLC (the ‘Lender’) acted unfairly and unreasonably in respect of a complaint he raised about how parts of the Consumer Credit Act 1974 (‘CCA’) related to a timeshare product he bought using finance it provided. What happened... (9 pages)View decision -
Decision Reference DRN-4738574
9 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4738574 The complaint Mr B is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. What happened In 2022 Mr B received a newsletter via email with financial advice, purportedly endorsed by a well-known consumer rights commentator. It provided a link to a cryptocurrency ... (11 pages)View decision -
Decision Reference DRN-5422238
9 Apr 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5422238 The complaint Mrs R has complained about how Domestic & General Insurance Plc (D&G) dealt with a claim under an appliance warranty. What happened Mrs R contacted D&G to send an engineer to deal with a water leak from her dishwasher. An engineer visited and clear... (2 pages)View decision -
Decision Reference DRN-5388213
9 Apr 2025 Chubb European Group SE UpheldInsuranceDRN-5388213 The complaint Mr S complains that Chubb European Group SE (Chubb) declined his mobile phone insurance policy claim. My references to Chubb include the business it appointed to do the phone investigation interview with Mr S. What happened In March 2024 Mr S claimed for his lo... (4 pages)View decision -
Decision Reference DRN-5216268
9 Apr 2025 esure Insurance Limited UpheldInsuranceDRN-5216268 The complaint Mr G says esure Insurance Limited provided poor service and didn’t tell him it had settled a claim on his motor insurance policy, leading to a substantial rise in his premium later on. What happened Mr G called esure on 23 July 2023, shortly after he had a min... (3 pages)View decision -
Decision Reference DRN-5408236
9 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5408236 The complaint Ms S has complained that HSBC UK Bank Plc (trading as First Direct) won’t refund the money she lost after falling victim to a scam. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. Ms S was contacted by a scammer who ... (3 pages)View decision -
Decision Reference DRN-5470959
9 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5470959 The complaint Miss M complains that Monzo Bank Ltd won’t refund the money she lost when she fell victim 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. But in summary and based on the submissions o... (5 pages)View decision -
Decision Reference DRN-5166789
9 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5166789 The complaint Mr B holds/held an account with Revolut Ltd (“Revolut”). Mr B’s complaint is about Revolut’s refusal to reimburse him money he says he lost due to a scam. Mr B is represented by CEL Solicitors (“CEL”) in this matter. However, where appropriate, I will refer t... (4 pages)View decision -
Decision Reference DRN-5470058
9 Apr 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5470058 The complaint Ms M complains about Lloyds Bank General Insurance Limited’s handling of a subsidence claim made under her buildings insurance policy. Any reference to Lloyds includes its agents. What happened Ms M holds buildings insurance cover with Lloyds. She made a subs... (4 pages)View decision
