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 381082 results
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Decision Reference DRN-5811453
25 Sep 2025 Paragon Bank Plc UpheldBanking and PaymentsDRN-5811453 The complaint Mrs T on behalf of the estate of Mrs D, complains that Paragon Bank Plc provided poor customer service when Mrs D’s ISA matured. At the time of the complaint, Mrs T handled Mrs D’s affairs under a power of attorney (POA), and the complaint was raised on her beh... (3 pages)View decision -
Decision Reference DRN-5824421
25 Sep 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5824421 The complaint Mr K and Mrs S have complained that First Holiday Finance Ltd (“FHF”), acted unfairly and unreasonably by deciding against paying a claim under s.75 of the Consumer Credit Act 1974 (“CCA”). What happened In November 2011 (“the Time of Sale”), Mr K and Mrs S too... (3 pages)View decision -
Decision Reference DRN-5834466
25 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5834466 The complaint Mr C is complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr C fell victim to a cruel impersonation scam after he was contacted by scammers claiming to be from HMRC. On 23 July 2024, he was tric... (5 pages)View decision -
Decision Reference DRN-5646420
25 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5646420 The complaint Ms T says Moneybarn No. 1 Limited trading as Moneybarn (‘Moneybarn’), irresponsibly lent to her. She says that it didn’t take reasonable steps to ensure she could afford the repayments towards a conditional sale agreement to purchase a car. She says that if pr... (3 pages)View decision -
Decision Reference DRN-5682995
25 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5682995 The complaint Mr H complains that Barclays Bank UK PLC trading as Tesco Bank allowed a payment to debit his credit card account after it had replaced his card. Mr H wants Tesco to refund the money paid. What happened Mr H’s Tesco credit card was stolen in April 2024, so it i... (2 pages)View decision -
Decision Reference DRN-5839570
25 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5839570 The complaint Miss C complains Lloyds Bank PLC lent to her irresponsibly when they approved her application for an overdraft and subsequent limit increases. She also says they failed to monitor her use of the overdraft. What happened Miss C complained about Lloyds’ lending ... (3 pages)View decision -
Decision Reference DRN-5803064
25 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5803064 The complaint Mrs M complains that NewDay Ltd trading as Aqua irresponsibly lent to her, and they didn’t consider information about her disability that she told them. What happened • In January 2024 Mrs M was approved for an Aqua credit card, with a credit limit of £450. • I... (5 pages)View decision -
Decision Reference DRN-5839994
25 Sep 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5839994 The complaint Mr G is unhappy that Inter Partner Assistance SA (IPA) declined a claim made on his single trip ‘standard’ travel insurance policy (‘the policy’) after he required medical treatment whilst on holiday, abroad. All reference to IPA includes its agents. What hap... (5 pages)View decision -
Decision Reference DRN-5828640
25 Sep 2025 Nationwide Building Society Not upheldMortgagesDRN-5828640 The complaint Mr and Mrs B are unhappy with the service they’ve received from Nationwide Building Society in relation to the Partnership Mortgage they took out several years ago. They don’t believe that Nationwide explained early enough that there were other options to repa... (4 pages)View decision -
Decision Reference DRN-5681663
25 Sep 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5681663 The complaint Mr R has complained that Liverpool Victoria Insurance Company Limited (LV) has unfairly requested the recovery of claim costs it paid to a third party. Mr R held a car insurance policy with LV. What happened In February 2023 Mr R allowed a relative who was unin... (3 pages)View decision
