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 369228 results
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Decision Reference DRN-5372346
27 Jun 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5372346 The complaint Mrs K has complained on behalf of her son, Mr K, that Everyday Lending Limited unfairly provided Mr K with a loan. She’s said Mr K took out a loan he couldn’t afford, and Everyday Lending failed to appropriately consider his circumstances. What happened On 15 ... (3 pages)View decision -
Decision Reference DRN-5494830
27 Jun 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5494830 The complaint Mr P complains that J.P. Morgan Europe Limited trading as Chase (“Chase”) failed to refund a direct debit that he’d cancelled. What happened Mr P signed up with a merchant (referred here as L) to enter lottery competitions. The monthly fee was £54.00, which Mr ... (2 pages)View decision -
Decision Reference DRN-5488291
27 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5488291 The complaint Mr A would like to make a complaint about Barclays Bank UK PLC. He says that he has fallen victim to a scam and would like Barclays to refund him the money he has lost. What happened Mr A says that he has fallen victim to two separate scams – one in 2021, whe... (2 pages)View decision -
Decision Reference DRN-5468181
27 Jun 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5468181 The complaint Mr N complains about the amount Accredited Insurance (Europe) Ltd (Accredited) have offered to settle a claim he made under his home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised ev... (4 pages)View decision -
Decision Reference DRN-5487395
27 Jun 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5487395 The complaint Miss A complains about how Watford Insurance Company Europe Limited (“Watford”) handled a claim under her car insurance policy. What happened Miss A had a motor insurance policy with Watford covering her car. She took out the policy online via a comparison webs... (3 pages)View decision -
Decision Reference DRN-5641067
27 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5641067 The complaint Mr F complains Barclays Bank UK PLC are holding him responsible for transactions on his current account he says he didn’t make or authorise. What happened Mr F was on a night out with some friends. He and a smaller group went on to a nightclub after the initia... (7 pages)View decision -
Decision Reference DRN-5613732
27 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5613732 The complaint N, a limited company, complains that Lloyds Bank PLC didn’t send it a notification that its period of free banking was ending. What happened The director of N says that as N wasn’t notified about the end of the free banking period it incurred charges for paying... (2 pages)View decision -
Decision Reference DRN-5651964
27 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5651964 The complaint Mr B is unhappy Santander UK Plc (‘Santander’) hasn’t refunded him, in full, the money he lost after falling victim to an authorised push payment (‘APP’) impersonation scam. What happened The details of this case are well-known to both parties, so I don’t need ... (5 pages)View decision -
Decision Reference DRN-5398974
27 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5398974 The complaint Ms G complains that Revolut Ltd won’t refund money she lost 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. Between May 2024 and June 2024 Ms G made seven payments to the sum of £92,37... (3 pages)View decision -
Decision Reference DRN-5652081
27 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5652081 The complaint Mr R complains that Nationwide Building Society (Nationwide) won’t refund the money he lost when he fell victim to an investment scam. What happened Mr R submitted two complaints to our service which are linked. I will refer to this complaint as Complaint A. ... (9 pages)View decision
