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-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 -
Decision Reference DRN-5300479
8 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5300479 The complaint Ms W complains that U K Insurance Limited (“UKI”) withdrew cover for a claim on her legal expenses insurance policy. What happened Ms W made a claim on her legal expenses policy for cover to pursue breach of contract and negligence claims against a contractor a... (3 pages)View decision -
Decision Reference DRN-5222405
8 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5222405 The complaint Mr S complains about Santander UK Plc (Santander) refusing to refund the amount he lost as the result of a scam. Mr S is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened There is limited information on what happened her... (4 pages)View decision -
Decision Reference DRN-5378768
8 May 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5378768 The complaint Mr A complains Admiral Insurance (Gibraltar) Limited (Admiral) unfairly settled his claim on his motor insurance policy. Admiral are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As Admiral h... (2 pages)View decision -
Decision Reference DRN-5456119
8 May 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5456119 The complaint Miss C says Barclays Bank UK PLC trading as Barclaycard (‘Barclaycard’), irresponsibly lent to her. Miss C complains that Barclaycard increased the credit limit on her card without making proper checks. She was only ever paying the minimum amount and thinks th... (5 pages)View decision -
Decision Reference DRN-5325115
8 May 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5325115 The complaint Mr N complains that Lloyds Bank PLC won’t refund the money he lost when he was the victim of a scam. What happened In May 2023, Mr N met a woman on a dating website. They started talking and their relationship developed to the point where they were talking mos... (5 pages)View decision -
Decision Reference DRN-5542367
8 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5542367 The complaint Mrs L complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost after falling victim to a scam. What happened In March 2022, Mrs L was looking for a way to supplement her income and found an investment opportunity advertised on a social media site... (9 pages)View decision
