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-5281467
23 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5281467 The complaint Ms S complains about Monzo Bank Ltd. She says that Monzo didn’t do enough to protect her when she fell victim to a scam and would like it to refund her the money she has lost. What happened Ms S unfortunately fell victim to a safe account scam and has lost £9... (3 pages)View decision -
Decision Reference DRN-5607053
23 Sep 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5607053 The complaint Mr S, through his representative, complains that Gain Credit LLC trading as Lending Stream, lent to him irresponsibly. What happened I’ve used rounded figures most of the time in this decision. On 1 December 2023 Mr S applied for a £500 loan and Lending Stream ... (3 pages)View decision -
Decision Reference DRN-5726008
23 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5726008 The complaint Mr T is unhappy that Revolut Ltd won’t refund payments he says he made as part of a scam. What happened In May 2023 Mr T was contacted by someone on social media offering a job opportunity. He was shown a professional looking platform and told he’d have to buy ... (4 pages)View decision -
Decision Reference DRN-5714491
23 Sep 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5714491 The complaint Mr M complains that The Royal London Mutual Insurance Society Limited would not accept a claim he made under his life and critical illness policy. Mr M’s cover was originally provided by another insurer, but was subsequently transferred to Royal London. What ... (3 pages)View decision -
Decision Reference DRN-5830988
23 Sep 2025 Wakam Not upheldInsuranceDRN-5830988 The complaint Mr C complains Wakam unfairly declined his claim and avoided his motor insurance policy from the start date. I understand Mr C raised another complaint about the time taken for Wakam to settle his claim but this decision is about the above complaint only. All r... (3 pages)View decision -
Decision Reference DRN-5792022
23 Sep 2025 Interactive Brokers (U.K.) Limited Not upheldInvestmentsDRN-5792022 The complaint Mr B says errors and excessive complexity in the services provided by Interactive Brokers (U.K.) Limited (‘IBUK’) caused him to make trades he didn’t intend which cost him money. What happened Mr B had an ISA and a general investment account with IBUK. On 17 De... (5 pages)View decision -
Decision Reference DRN-5694675
23 Sep 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5694675 The complaint Ms C complains about the repairs that were carried out on her washing machine under her appliance insurance contract with Domestic & General Insurance Plc (“D&G”). She believes D&G is responsible for damage to her kitchen floor. D&G is the under... (3 pages)View decision -
Decision Reference DRN-5672693
23 Sep 2025 esure Insurance Limited Not upheldInsuranceDRN-5672693 The complaint Mr H complains about the poor service provided by esure Insurance Limited and about the total loss decision it made after he made a claim on his motor insurance policy. What happened Mr H’s car was damaged in an accident on 27 July 2024. When he reported it to... (4 pages)View decision -
Decision Reference DRN-5483867
23 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5483867 The complaint Mr C is unhappy with how Nationwide Building Society (Nationwide) handled a chargeback claim he made to them. What happened Mr C purchased many baby clothes from a supplier I shall call ‘T’ in March 2024 to the sum of £660.10 using his Nationwide debit card. He... (4 pages)View decision -
Decision Reference DRN-5672539
23 Sep 2025 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5672539 The complaint Mr A complains that when he switched his existing funds within his pension plan in 2024, Legal and General Assurance Society Limited (L&G) didn’t apply those same investment changes to the contributions he made thereafter. He says L&G’s online portal, a... (5 pages)View decision
