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 367928 results
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Decision Reference DRN-5499942
22 Apr 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5499942 The complaint Ms O has complained that Haven Insurance Company Limited unfairly and unreasonably cancelled her motor policy. What happened Ms O insured her car with her sister who I shall call Ms W (solely for easier distinguishing purposes) as the named driver. Ms W was re... (4 pages)View decision -
Decision Reference DRN-4944671
22 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4944671 The complaint Mr O complains that Revolut Ltd has declined to refund disputed transactions that were made from his account. What happened In June 2024, Mr O discovered 12 transactions had debited his Revolut account totalling £120.43. He says he didn’t make these transaction... (2 pages)View decision -
Decision Reference DRN-5499929
22 Apr 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5499929 The complaint Mr O complains that MBNA Limited (‘MBNA’) rejected his claim under section 75 of the Consumer Credit Act 1974 (‘CCA’). Mr O made the associated purchase along with his wife. But as the payment was made by him using his credit card , only Mr O is an eligible com... (7 pages)View decision -
Decision Reference DRN-5365831
22 Apr 2025 U K Insurance Limited Not upheldInsuranceDRN-5365831 The complaint Mr S complains about how U K Insurance Limited trading as Darwin (Darwin) recorded a claim under his motor insurance policy, affecting his premium for a follow-on on policy with another insurer. References to Darwin in this decision include their agents. What... (4 pages)View decision -
Decision Reference DRN-4883652
22 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4883652 The complaint Mr N is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr N fell victim to a cruel investment scam. In June 2023, he was befriended on social media by so... (4 pages)View decision -
Decision Reference DRN-5497666
22 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5497666 The complaint Mr A complains that Lloyds Bank PLC failed to reclaim payments he made from his debit card. What happened In 2023, Mr A used an online platform – which I’ll refer to as “U” – to enlist the help of a freelancer. In summary, Mr A wanted someone to assist him wit... (4 pages)View decision -
Decision Reference DRN-5497279
22 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5497279 The complaint Mr F complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database. He doesn’t think it’s treated him fairly. Whilst he brings this complaint with the help of a representative, I will mostly refer to Mr F in this decision because t... (5 pages)View decision -
Decision Reference DRN-5488312
22 Apr 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5488312 The complaint Ms B’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) acted unfairly and unreasonably by (1) participating in an unfair credit relationship with Ms B under Section 140A of the Consumer Credit Act... (6 pages)View decision -
Decision Reference DRN-5497416
22 Apr 2025 James Hay Administration Company Ltd UpheldPensions and AnnuitiesDRN-5497416 The complaint Mr F complains that James Hay Administration Company Ltd trading as James Hay Partnership (“JHAC”) failed to complete the transfer and subsequent investment of some pension savings in a timely manner. What happened I issued a provisional decision on this compla... (6 pages)View decision -
Decision Reference DRN-5462525
22 Apr 2025 Protector Insurance UK UpheldInsuranceDRN-5462525 The complaint Mr L complains about how Protector Insurance UK proposed to settle a claim he made on a buildings insurance policy. What happened As a leaseholder, Mr L benefits from a buildings insurance policy with Protector. When he was notified of damage to his property by... (2 pages)View decision
