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 375119 results
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Decision Reference DRN-5651436
22 Jul 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5651436 The complaint Mr and Mrs E are unhappy with the settlement offered by Lloyds Bank General Insurance Limited (LBGI) after they made a claim for theft under their contents insurance policy. Mr E has primarily dealt with the claim and the complaint. So I’ll only refer to him i... (2 pages)View decision -
Decision Reference DRN-5607579
22 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5607579 The complaint Miss S complains that NewDay Ltd trading as Aqua irresponsibly lent to her. Miss S is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss S herself... (4 pages)View decision -
Decision Reference DRN-5414247
22 Jul 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5414247 The complaint Mr B complains about how Scottish Widows Limited handled a Pension Sharing Order (PSO) and in particular that he was unable to make fund switches until after the PSO had been finalised. What happened A PSO was made in respect of Mr B’s pension plan with Scotti... (4 pages)View decision -
Decision Reference DRN-5651697
22 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5651697 The complaint Mr A complains Barclays Bank UK PLC’s IT outage caused him unnecessary inconvenience. What happened Mr A received his wages on 31 January 2025, whilst there was an IT outage at Barclays. Mr A says his card was declined in a restaurant, bills went unpaid, so h... (3 pages)View decision -
Decision Reference DRN-5628857
22 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5628857 The complaint Mr N complains about the impact of Barclays Bank UK PLC IT outages. What happened During the weekend of 31 January 2025, Barclays suffered an IT outage which affected customers such as Mr N. Mr N reports being unable to access his account for two days and says ... (3 pages)View decision -
Decision Reference DRN-5646455
22 Jul 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5646455 The complaint Mr B complains that Madison CF Limited trading as 118 118 Money lent to him irresponsibly. What happened On 15 November 2022 Mr B applied for a loan with 118 118 Money. The loan was approved, and Mr B was given a loan of £2,200 over a term of 18 months with an ... (3 pages)View decision -
Decision Reference DRN-5651826
22 Jul 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5651826 The complaint Mr and Mrs H complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) d... (27 pages)View decision -
Decision Reference DRN-5486274
22 Jul 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5486274 The complaint Miss A complains that TSB Bank plc’s timescales for chasing international transfers caused her financial loss as she had to make additional payments which turned out to be scams. What happened Miss A asked TSB to make two payments, one of £65 on 7 October 2024,... (4 pages)View decision -
Decision Reference DRN-4947582
22 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4947582 The complaint Mr H complains that Revolut Ltd (“Revolut”) won’t refund the money he lost to an investment scam. What happened Mr H says he came across the fraudulent investment advertisement for a business I’ll refer to as ‘B’ on a social media site. The advertisement showed... (7 pages)View decision -
Decision Reference DRN-5706625
22 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5706625 The complaint Mr B complains that Revolut Ltd won’t refund payments he made as a result of a scam. What happened Mr B was the victim of an investment scam involving the following payments from his newly opened Revolut account: Ref. Date Description Amount 1 28 March 2023 Ca... (10 pages)View decision
