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 366874 results
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Decision Reference DRN-5124655
10 Apr 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5124655 The complaint Mr K is unhappy Monzo Bank Ltd will not refund £13,728.78 he lost as the result of an authorised push payment (APP) scam. Mr K brought his complaint to this service through a representative. For ease of reading, I will refer solely to Mr K in this decision. Wha... (4 pages)View decision -
Decision Reference DRN-5408189
10 Apr 2025 Shawbrook Bank Limited Not upheldMortgagesDRN-5408189 The complaint Mr and Mrs V complain about the way that Shawbrook Bank Limited handled their application to remortgage their portfolio of investment properties. What happened Mr and Mrs V applied to Shawbrook to remortgage their portfolio of investment properties from another... (4 pages)View decision -
Decision Reference DRN-5127767
10 Apr 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5127767 The complaint Mr M complains that a car acquired under a hire purchase agreement with Zopa Bank Limited (“Zopa”) wasn’t of satisfactory quality when it was supplied to him. What happened The parties are familiar with the background of this complaint so I will only summarise... (3 pages)View decision -
Decision Reference DRN-5472237
10 Apr 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5472237 The complaint Miss J complains Vanquis Bank Limited pursued her for a debt she hadn’t taken out and that she’s unhappy with its communication with her. What happened The facts are well known to both parties, so I’ll summarise them briefly. In April 2024, Miss J received a c... (2 pages)View decision -
Decision Reference DRN-5361658
10 Apr 2025 UWI Limited Not upheldInsuranceDRN-5361658 The complaint Mr N complains about how UWI Limited handled a claim he made on his home emergency insurance policy. Reference to UWI includes its agents. What happened Mr N held a home emergency policy with UWI. In July 2024, when he was without heating or hot water, he made ... (3 pages)View decision -
Decision Reference DRN-5305411
10 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5305411 The complaint Mr P has complained National Westminster Bank Public Limited Company didn’t submit chargeback claims to help him after he’d received goods that didn’t match their description. What happened Mr P called NatWest on 1 May 2024 to complain about 10 transactions col... (3 pages)View decision -
Decision Reference DRN-5474101
10 Apr 2025 BISL Limited Not upheldInsuranceDRN-5474101 The complaint Ms A complains BISL Limited trading as Dial Direct (“BISL”) recorded a default on her credit file unfairly. What happened The details of this complaint are well-known by both parties, so I won’t repeat them here. Instead, I will focus om the reasons for my dec... (2 pages)View decision -
Decision Reference DRN-5335580
10 Apr 2025 Gain Credit LLC UpheldConsumer CreditDRN-5335580 The complaint Mr B complains that Gain Credit LLC trading as Lending Stream lent to him irresponsibly. What happened Here is a brief table of the loans Mr B took. Loan Open Amount closed 1 3 May 2023 £430 29 June 2023 2 24 May 2023 £260 29 June 2023 Six month gap in lending ... (6 pages)View decision -
Decision Reference DRN-5226320
10 Apr 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5226320 The complaint Mr L complains that Scottish Equitable Plc trading as AEGON didn’t make him aware that his pension was invested in a lifestyle fund and that it would be moved into a retirement fund at his selected retirement date. Mr L says that his pension dropped significant... (3 pages)View decision -
Decision Reference DRN-5314085
10 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5314085 The complaint Miss B complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost as a result of an investment scam. What happened In summary, on 1 November 2023, Miss B made a card payment (of about £981) from her newly opened Revolut account, for the purchase of... (2 pages)View decision
