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 401363 results
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Decision Reference DRN-6050759
13 Mar 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6050759 The complaint Mr N complains about that Lloyds Bank PLC (Lloyds) has treated him unfairly when reviewing his chargeback dispute. What happened In June 2025, Mr N used his Lloyds debit card to pay £684.99 to a merchant (B). The payment was made for a block of 20 driving lesso... (3 pages)View decision -
Decision Reference DRN-5961340
13 Mar 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5961340 The complaint Mr S complains that Revolut Ltd won’t refund the full amount of money he says he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of bo... (2 pages)View decision -
Decision Reference DRN-6169888
13 Mar 2026 Brooks Macdonald Asset Management Limited Not upheldInvestmentsDRN-6169888 The complaint Mr K has complained that Brooks Macdonald Asset Management Limited (‘BMAM’) held an investment that was too high risk in his discretionary managed portfolio. What happened The background to this complaint is well known to both parties and was clearly set out i... (3 pages)View decision -
Decision Reference DRN-6176008
13 Mar 2026 Zurich Insurance Company Ltd Not upheldInsuranceDRN-6176008 The complaint Mrs T has complained that Zurich Insurance Company Ltd (‘Zurich’) declined her claim. What happened Mr and Mrs T had an annual multi trip travel insurance policy, underwritten by Zurich. In June 2025, Mrs T made a claim for medical expenses whilst on a cruise. ... (2 pages)View decision -
Decision Reference DRN-6131023
13 Mar 2026 Startline Motor Finance Limited Not upheldConsumer CreditDRN-6131023 The complaint Miss M complains that Startline Motor Finance Limited provided her with an unaffordable hire purchase agreement. What happened Startline provided Miss M with a credit agreement to finance the full purchase price of a car of around £21,000 in June 2024. The agre... (3 pages)View decision -
Decision Reference DRN-6222468
13 Mar 2026 N.I.I.B. Group Limited UpheldConsumer CreditDRN-6222468 The complaint Ms C complains about a car supplied under a hire purchase agreement, provided by N.I.I.B. Group Limited trading as Northridge Finance. What happened Around February 2025 Ms C acquired a used car under a hire purchase agreement with Northridge. The car is liste... (5 pages)View decision -
Decision Reference DRN-5919053
13 Mar 2026 Metro Bank PLC UpheldBanking and PaymentsDRN-5919053 The complaint Mrs T is unhappy that Metro Bank Plc has declined to reimburse losses she incurred after making payments to a scam. What happened The background to this complaint is well known to both parties, so I will only provide a brief summary of the key details. In Febru... (5 pages)View decision -
Decision Reference DRN-6088754
13 Mar 2026 Trading 212 UK Limited Not upheldInvestmentsDRN-6088754 The complaint Mr D complains Trading 212 UK Limited (‘Trading 212’) banned him from its online forum and closed his accounts. What happened Mr D had an investment account and two ISAs with Trading 212. Mr D says that in June 2025 he asked Trading 212 to add a stock he wanted... (4 pages)View decision -
Decision Reference DRN-6165012
13 Mar 2026 Inter Partner Assistance SA Not upheldInsuranceDRN-6165012 The complaint Ms P complains about the service Inter Partner Assistance SA (“IPA”) provided her with when she made a claim under her roadside assistance insurance policy. She also complains about a data breach. When I mention IPA I also mean its recovery agents and contracto... (3 pages)View decision -
Decision Reference DRN-6055643
13 Mar 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6055643 The complaint Mr H complains that Santander UK PLC (Santander) introduced a monthly charge of £9.99 for his business account, having originally said business account banking would be fee-free forever. What happened Mr H opened a business account with Santander (then Abbey Na... (3 pages)View decision