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 374385 results
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Decision Reference DRN-5643278
8 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5643278 The complaint Mr B is unhappy with Nationwide Building Society. Nationwide fraud alerts were triggered by a payment from Mr B’s account and after this payment went through his account was blocked. Mr B tried to make another payment later that day for a travel visa abroad and... (3 pages)View decision -
Decision Reference DRN-5295474
8 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5295474 The complaint Mr E complains about the actions of Revolut Ltd when he lost money to a scam. Mr E is being represented by a claims management company but for ease I’ll only refer to Mr E. What happened The detailed background to this complaint is well known to both parties.... (4 pages)View decision -
Decision Reference DRN-5643057
8 Jul 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5643057 The complaint Miss H complains Madison CF UK Limited trading as 118118 Money (“118”) didn’t conduct proper affordability checks when providing her with a credit card. What happened In February 2022 Miss H applied for a credit card with 118, The application was approved, and... (2 pages)View decision -
Decision Reference DRN-5583116
8 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5583116 The complaint Mr D complains, on behalf of the estate of Mrs D, that Barclays Bank UK PLC (trading as Tesco Bank) charged too much interest on Mrs D’s credit card. What happened Mr D says that when he was reviewing Mrs D’s credit card account, he identified that payments to... (2 pages)View decision -
Decision Reference DRN-5313294
8 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5313294 The complaint Mr K complains about a claim he made to Monzo Bank Ltd (Monzo) in respect of a refund not having been received from a merchant. What happened Mr K made a purchase from a merchant, who I’ll call A. He bought a number of things, including an iPhone and the order ... (3 pages)View decision -
Decision Reference DRN-5334365
8 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5334365 The complaint Mr G complains, via a representative, that Monzo Bank Ltd (“Monzo”) won’t refund the money he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr G fell victim to a sc... (3 pages)View decision -
Decision Reference DRN-5471009
8 Jul 2025 Ageas Insurance Limited UpheldInsuranceDRN-5471009 The complaint Mr D complains Ageas Insurance Limited (Ageas) declined a claim he made under his home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. At the end of 2023 Mr D noticed his toil... (4 pages)View decision -
Decision Reference DRN-5335703
8 Jul 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5335703 The complaint Mr H complains about a car supplied to him using a hire purchase agreement taken out with MotoNovo Finance Limited (“MotoNovo”). Mr H believes previous repairs carried out to the car have failed. What happened In July 2023, Mr H acquired a used car using a hir... (4 pages)View decision -
Decision Reference DRN-5677548
8 Jul 2025 EQUINE AND LIVESTOCK INSURANCE COMPANY LIMITED (THE) UpheldInsuranceDRN-5677548 The complaint Mr J complains about the decline of his public liability claim, made under his pet insurance policy with the Equine and Livestock Insurance Company limited trading as the Insurance Emporium (‘ELIC’). What happened Mr J had a ‘lifetime’ pet insurance policy with... (4 pages)View decision -
Decision Reference DRN-5625974
8 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5625974 The complaint Mr S complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr S applied for a Marbles credit card in August 2015. In his application, Mr S said his incom... (3 pages)View decision
