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 365360 results
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Decision Reference DRN-5422848
8 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5422848 The complaint Mr and Mrs P complain that U K Insurance Limited (UKI) unfairly declined a claim they made on a home insurance policy. What happened Mr and Mrs P hold a home insurance policy with UKI. When flooring was damaged, they made a claim. UKI declined cover for the cla... (2 pages)View decision -
Decision Reference DRN-5360233
8 May 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5360233 The complaint Mr B complains about end of contract charges when he voluntary terminated his agreement with Marsh Finance Limited. What happened In March 2022 Mr B was supplied with a car and entered into a credit agreement with Marsh Finance. In September 2024 Mr B notified ... (3 pages)View decision -
Decision Reference DRN-5389172
8 May 2025 Homeserve Membership Limited Not upheldInsuranceDRN-5389172 The complaint Mr U has complained that Homeserve Membership Limited trading as Homeserve (‘Homeserve’) automatically renewed his home emergency policy. What happened Mr U took out a Homeserve home emergency policy. A couple of years later, Mr U complained to Homeserve. He s... (2 pages)View decision -
Decision Reference DRN-4874453
8 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4874453 The complaint Mr W complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he lost to a job scam. He’s being represented. To keep things simple, I’ll refer to Mr W throughout this decision. What happened The background to this complaint is known to both parties, so... (3 pages)View decision -
Decision Reference DRN-5502560
8 May 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5502560 The complaint Ms B complains about a car supplied to her using a conditional sale agreement taken out with Santander Consumer (UK) Plc trading as Santander Consumer Finance (“Santander”). What happened In June 2022, Ms B acquired a used car using a conditional sale agreemen... (5 pages)View decision -
Decision Reference DRN-4968461
8 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4968461 The complaint Mr C complains Barclays Bank UK PLC didn’t do enough to protect him when he fell victim to an investment scam. In bringing this complaint Mr C is supported by a professional representative, that I’ll refer to as “W”. What happened Mr C says that around July 202... (3 pages)View decision -
Decision Reference DRN-5102395
8 May 2025 Chetwood Financial Limited Not upheldConsumer CreditDRN-5102395 The complaint Miss C has complained that Chetwood Financial Limited trading as Better Borrow (“Better Borrow”) didn’t conduct appropriate affordability checks before it lent to her. What happened Miss C was granted one loan by Better Borrow in September 2022 of £10,000 to b... (6 pages)View decision -
Decision Reference DRN-5341172
8 May 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5341172 The complaint Mr M complained because Kroo Bank Ltd refused to refund him for payments which he said he hadn’t authorised. What happened On 8 June 2024, Mr M contacted Kroo by chat. He said his card had been stolen when he was abroad, and there were debit card transactions ... (5 pages)View decision -
Decision Reference DRN-5134404
8 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5134404 THE COMPLAINT Miss H holds/held an account with Revolut Ltd (“Revolut”). Miss H’s complaint is about Revolut’s refusal to reimburse her money she says she lost due to a scam. Miss H is represented by Wealth Recovery Solicitors in this matter. However, where appropriate, I ... (9 pages)View decision -
Decision Reference DRN-5239801
8 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5239801 The complaint Mr H and Mr J complain that Lloyds Bank PLC (Lloyds) won’t refund the money they lost in an investment scam. Mr H and Mr J are represented in this complaint, but I’ll refer to them as it’s their complaint. What happened Mr H and Mr J explain that they are vuln... (4 pages)View decision
