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
-
Decision Reference DRN-5635875
3 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5635875 The complaint Mr R complains that Monzo Bank Ltd (‘Monzo’) hasn’t reimbursed the funds he lost when he fell victim to a scam. What happened Mr R says that he found an investment opportunity with a company I’ll call M online and started to communicate with other investors be... (5 pages)View decision -
Decision Reference DRN-5791531
3 Sep 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5791531 The complaint Mr L has complained that Inter Partner Assistance SA (IPA) declined a claim he made on a travel insurance policy. What happened Mr L was on a trip aboard with his young son. They had arrived on 26 November 2024 and had a planned return date of 3 December 2024.... (3 pages)View decision -
Decision Reference DRN-5373106
3 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5373106 The complaint Mrs M complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost to an investment scam. She’s represented by a firm of solicitors. To keep things simple, I’ll refer to Mrs M throughout this decision. What happened The background is known to both par... (2 pages)View decision -
Decision Reference DRN-5785839
3 Sep 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5785839 The complaint Mrs M complains that Barclays Bank UK PLC lent to her irresponsibly. What happened Mrs M applied for and received two loans with Barclays. They were agreed on the following basis: Date Amount Term Repayment Loan 122 December 2018 £19,000 48 months £554.08 Loan... (5 pages)View decision -
Decision Reference DRN-5793675
3 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5793675 The complaint Mr S’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (‘the Lender’), acted unfairly and unreasonably by (1) Being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (‘CCA’). (2) Deciding against pa... (2 pages)View decision -
Decision Reference DRN-5794069
3 Sep 2025 Quilter Mortgage Planning Limited UpheldMortgagesDRN-5794069 The complaint This complaint is about a new fixed rate product Mr W arranged on his mortgage via a mortgage broker firm that is part of Quilter Mortgage Planning Limited. The essence of the complaint is that having arranged the new product approximately five months in advan... (4 pages)View decision -
Decision Reference DRN-4152450
3 Sep 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4152450 The complaint Mr M complains about Aviva Life & Pensions UK Limited. He’s unhappy with the outcome of the 2021 policy review on a reviewable whole of life (RWOL) policy he holds with them. What happened Mr M took out the policy in 1991 and it initially provided a sum ass... (4 pages)View decision -
Decision Reference DRN-4152458
3 Sep 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4152458 The complaint Mrs M complains about Aviva Life & Pensions UK Limited. She’s unhappy with the outcome of the 2021 policy review on a reviewable whole of life (RWOL) policy she holds with them. What happened Mrs M took out the policy in 1991 and it initially provided a sum... (4 pages)View decision -
Decision Reference DRN-5373259
3 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5373259 The complaint Mrs M complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money she lost to an investment scam. She’s represented by a firm of solicitors. To keep things simple, I’ll refer to Mrs M throughout this complaint. What happened The background is known to both... (2 pages)View decision -
Decision Reference DRN-5579445
3 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5579445 The complaint Mr R complains Moneybarn No.1 Limited (Moneybarn) irresponsibly entered into a car finance agreement with him without carrying out reasonable and proportionate checks to ensure the lending was affordable for him. What happened Mr R took out a conditional sale a... (4 pages)View decision
