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 375868 results
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Decision Reference DRN-5724292
30 Jul 2025 Lendable Ltd Not upheldConsumer CreditDRN-5724292 The complaint Mr D complains that Lendable Ltd (“Lendable”) provided him with a loan that they shouldn’t have because he was pressured. What happened Mr D had a credit card with Lendable (trading as Zable). In November 2024 Mr D received a marketing email that said he had a... (3 pages)View decision -
Decision Reference DRN-5695495
30 Jul 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5695495 The complaint Mr Y complained about the work carried out by Domestic & General Insurance Plc (‘D&G’) under its furniture insurance policy. For the avoidance of doubt, the term ‘D&G’ includes reference to its agents, representatives and technicians for the purpose... (4 pages)View decision -
Decision Reference DRN-5266333
30 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5266333 The complaint Mr and Mrs H complain Bank of Scotland plc trading as Halifax didn’t do enough to protect them at a time they were falling victim to a scam, and that it hasn’t refunded them since that scam was reported. What happened The background to this complaint is well-kn... (4 pages)View decision -
Decision Reference DRN-5672548
30 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5672548 The complaint Miss P complains Monzo Bank Ltd recorded a marker against her at Cifas, a national fraud database and closed her account. She doesn’t think it’s treated her fairly. What happened A summary of what happened is below. Miss P had an account with Monzo. In July 20... (3 pages)View decision -
Decision Reference DRN-5725682
30 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5725682 The complaint Miss K complains Santander UK Plc (‘Santander’) blocked access to her accounts and closed them. She’s also unhappy with the overall service she received from Santander throughout her complaint with it. Miss K says Santander’s actions caused her significant dis... (8 pages)View decision -
Decision Reference DRN-5449877
30 Jul 2025 ManyPets Ltd Not upheldInsuranceDRN-5449877 The complaint Mr W’s complaint is about the purchase of a pet insurance policy from ManyPets Ltd in February 2021. Mr W says ManyPets promised to provide ongoing lifetime cover for his pet on the same terms offered by his previous insurer but later found that pre-existing co... (3 pages)View decision -
Decision Reference DRN-5665534
30 Jul 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5665534 The complaint Mr O complains that Bank of Scotland plc incorrectly recorded a default on his credit file relating to a historic personal loan. What happened Mr O held a historic personal loan with Bank of Scotland. In 2021, Bank of Scotland cleared the remaining balance and ... (4 pages)View decision -
Decision Reference DRN-5715511
30 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5715511 The complaint Mr W complains that NewDay Ltd lent irresponsibly when it approved two credit card applications he made and increased the credit limit on one of the accounts. What happened Mr W applied for a Fluid credit card in January 2019. In his application, Mr W said he ... (3 pages)View decision -
Decision Reference DRN-5724167
30 Jul 2025 Shipman Wealth Management Ltd UpheldInvestmentsDRN-5724167 The complaint Mr and Mrs F complain that since 2018 Shipman Wealth Management Limited (‘Shipman’) mis-managed their investment portfolios, overcharged fees and failed to provide the services they were paying for. What happened Mr and Mrs F held a discretionary managed inves... (13 pages)View decision -
Decision Reference DRN-5725556
30 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5725556 The complaint Mr C complains that Revolut Ltd has declined to refund disputed transactions that were made from his account. What happened On 28 May 2024, transactions totalling almost £4,000 were made from Mr C’s account to an online retailer. Mr C discovered the transaction... (4 pages)View decision
