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 370149 results
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Decision Reference DRN-4873719
30 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4873719 The complaint Mr T complains Monzo Bank Ltd won’t refund the money he lost to a scam. What happened Mr T saw an advert for a cryptocurrency investment opportunity online. He completed a form to register his interest and was then called by someone claiming to be a financial ... (3 pages)View decision -
Decision Reference DRN-5304668
30 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5304668 The complaint Mr F has complained Lloyds Bank PLC didn’t credit his bank account properly when he paid £500 cash into his account. What happened In early October 2024 Mr F went into a Lloyds branch to pay in cash and a cheque. The cash was in an envelope which he believes he... (2 pages)View decision -
Decision Reference DRN-5155309
30 Apr 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5155309 The complaint Mr O has complained Zopa Bank Limited is asking him to repay a personal loan he didn’t take out. What happened In December 2023, Mr O fell for a scam on social media. This was to enable him to get a Government-backed loan which he was told he wouldn’t need to r... (3 pages)View decision -
Decision Reference DRN-5426410
30 Apr 2025 Covea Insurance plc Not upheldInsuranceDRN-5426410 The complaint C has complained about the settlement of a buildings insurance claim by Covea Insurance plc. C has also complained about delays during the course of the claim. What happened C made a claim for storm damage to the felt roof of its shopping centre under its build... (3 pages)View decision -
Decision Reference DRN-5321727
30 Apr 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5321727 The complaint Mr K has complained Madison CF UK Limited, trading as 118 118 Money, is asking him to repay a personal loan he didn’t take out. What happened In 2024, Mr K fell for an investment scam. Mr K was encouraged to buy a pedigree dog by being introduced to a third par... (3 pages)View decision -
Decision Reference DRN-5334952
30 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5334952 The complaint Mr V has complained Lloyds Bank PLC lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr V had opened an account with Lloyds in early 2020. In April 2020 Mr V was told by Lloyds that they were closing his account. T... (2 pages)View decision -
Decision Reference DRN-5450288
30 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5450288 The complaint Mr M has complained that Monzo Bank Ltd (“Monzo”) allowed gambling transactions to be processed on his account, even though he had a gambling block in place. What happened Mr M complained that Monzo Bank allowed multiple gambling transactions to overseas compan... (3 pages)View decision -
Decision Reference DRN-5232778
30 Apr 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5232778 The complaint Miss M is unhappy that a car supplied to her under a hire purchase agreement with Stellantis Financial Services UK Limited was of an unsatisfactory quality. What happened In February 2023, Miss M was supplied with a used car through a hire purchase agreement w... (4 pages)View decision -
Decision Reference DRN-5355077
30 Apr 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5355077 The complaint Mr D has complained that Royal & Sun Alliance Insurance Limited declined a claim he made under a buildings insurance policy. Reference to either party includes their respective representatives. What happened The circumstances aren’t in dispute, so I’ll su... (5 pages)View decision -
Decision Reference DRN-5501781
30 Apr 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5501781 The complaint Miss G complains Startline Motor Finance Limited (SMFL) supplied a car under a hire purchase agreement which wasn’t of satisfactory quality. What happened Miss G entered into the hire purchase agreement on 17 June 2022 in order to acquire a used car. The car w... (5 pages)View decision
