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 366350 results
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Decision Reference DRN-4970586
19 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4970586 The complaint Mr N complains about the actions of Revolut Ltd when he lost money to a scam. Mr N is being represented by a claims management company but, for ease of reading, I’ll only refer to Mr N. What happened The detailed background to this complaint is well known to ... (4 pages)View decision -
Decision Reference DRN-5570704
19 May 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5570704 The complaint Mr M complains that MBNA Limited will not meet his claim under section 75 of the Consumer Credit Act 1974 (“section 75”). He says that it should do so because he was wrongly advised about the protection provided by section 75. Had he been correctly advised, he ... (4 pages)View decision -
Decision Reference DRN-5570018
19 May 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5570018 The complaint Mr S complains about the quality of the car supplied to him by MotoNovo Finance Limited (“Motonovo”). What happened Mr S has been represented by a third party to bring this complaint to our service, but for simplicity, I will always refer to Mr S, whether it’s ... (6 pages)View decision -
Decision Reference DRN-5311417
19 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5311417 The complaint Miss C complains that Lloyds Bank PLC unfairly closed her accounts and provided a poor level of service to her. What happened In July last year, following a branch visit, Lloyds issued Miss C with notice that it had decided to close her accounts – citing abusiv... (3 pages)View decision -
Decision Reference DRN-5522422
19 May 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5522422 The complaint Miss C complains Starling Bank Limited (“Starling”) applied an adverse fraud marker against her and closed her account despite selling goods legitimately through a social media platform. What happened The details of this complaint are well known by both parties... (3 pages)View decision -
Decision Reference DRN-5570609
19 May 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5570609 The complaint Mr B has complained about the quality of a car provided on finance by Zopa Bank Limited. What happened Zopa supplied Mr B with a used car on a hire purchase agreement in October 2022. The cash price of the car was around £3,000 and it had covered around 88,400... (8 pages)View decision -
Decision Reference DRN-5425909
19 May 2025 IG Index Limited Not upheldInvestmentsDRN-5425909 The complaint Mr R complains that IG Index Limited (‘IG’) asked him to repay trading profits after a pricing error occurred. What happened Mr R had a spread betting account with IG. He says he also had an account for trading contracts for difference (CFDs) under the same cus... (3 pages)View decision -
Decision Reference DRN-5469718
19 May 2025 Secure Trust Bank Plc UpheldConsumer CreditDRN-5469718 The complaint Ms G is unhappy that a car supplied to her under a hire purchase agreement with Secure Trust Bank Plc trading as Moneyway (‘Moneyway’) was of an unsatisfactory quality. What happened In March 2022, Ms G was supplied with a used car through a hire purchase agre... (4 pages)View decision -
Decision Reference DRN-5485481
19 May 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5485481 The complaint Mrs D complains that Allianz Insurance Plc (Allianz) unfairly declined a claim under her pet insurance policy. What happened After rehoming a dog on 12 October 2024, Mrs D took out pet insurance with Allianz on 16 October 2024. On 14 November 2024, an urgent p... (3 pages)View decision -
Decision Reference DRN-5570368
19 May 2025 International General Insurance Company (UK) Ltd Not upheldInsuranceDRN-5570368 The complaint Mr A complains about the way International General Insurance Company (UK) Ltd (IGI) handled a claim he made on his New Build Latent Defects Insurance Policy. What happened Mr A bought a newbuild property which came with a building warranty. The warranty was is... (5 pages)View decision
