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 369228 results
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Decision Reference DRN-4821686
10 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4821686 The complaint Mrs B is complaining that Revolut Ltd didn’t do enough to prevent her from making payments to a scam, and didn’t refund the payments to her when she reported the scam. What happened The circumstances of this scam are well-known to both parties so I won’t go int... (3 pages)View decision -
Decision Reference DRN-5432822
10 Apr 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5432822 The complaint Miss W complained about the service provided by Domestic & General Insurance Plc (“D&G”) after she claimed under her appliance warranty. What happened Both parties are aware of the background to this complaint, so I’ve summarised what I think are the ke... (3 pages)View decision -
Decision Reference DRN-5400214
10 Apr 2025 Tandem Personal Loans Ltd Not upheldConsumer CreditDRN-5400214 The complaint Mr M complains that Tandem Personal Loans Ltd (‘Tandem’) provided inaccurate records of his personal loan payments and didn’t report accurately to the Credit Reference Agencies (‘CRAs’). Mr M wants this correcting and for Tandem to recognise the upset they’ve ... (3 pages)View decision -
Decision Reference DRN-5474756
10 Apr 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5474756 The complaint Ms L complains about the service she’s received from Admiral Insurance (Gibraltar) Limited (Admiral) after making a claim under her home insurance. What happened Ms L had home insurance with Admiral. There was an escape of water at Ms L’s home, so a claim was ... (4 pages)View decision -
Decision Reference DRN-5124655
10 Apr 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5124655 The complaint Mr K is unhappy Monzo Bank Ltd will not refund £13,728.78 he lost as the result of an authorised push payment (APP) scam. Mr K brought his complaint to this service through a representative. For ease of reading, I will refer solely to Mr K in this decision. Wha... (4 pages)View decision -
Decision Reference DRN-5408189
10 Apr 2025 Shawbrook Bank Limited Not upheldMortgagesDRN-5408189 The complaint Mr and Mrs V complain about the way that Shawbrook Bank Limited handled their application to remortgage their portfolio of investment properties. What happened Mr and Mrs V applied to Shawbrook to remortgage their portfolio of investment properties from another... (4 pages)View decision -
Decision Reference DRN-5127767
10 Apr 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5127767 The complaint Mr M complains that a car acquired under a hire purchase agreement with Zopa Bank Limited (“Zopa”) wasn’t of satisfactory quality when it was supplied to him. What happened The parties are familiar with the background of this complaint so I will only summarise... (3 pages)View decision -
Decision Reference DRN-5472237
10 Apr 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5472237 The complaint Miss J complains Vanquis Bank Limited pursued her for a debt she hadn’t taken out and that she’s unhappy with its communication with her. What happened The facts are well known to both parties, so I’ll summarise them briefly. In April 2024, Miss J received a c... (2 pages)View decision -
Decision Reference DRN-5361658
10 Apr 2025 UWI Limited Not upheldInsuranceDRN-5361658 The complaint Mr N complains about how UWI Limited handled a claim he made on his home emergency insurance policy. Reference to UWI includes its agents. What happened Mr N held a home emergency policy with UWI. In July 2024, when he was without heating or hot water, he made ... (3 pages)View decision -
Decision Reference DRN-5305411
10 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5305411 The complaint Mr P has complained National Westminster Bank Public Limited Company didn’t submit chargeback claims to help him after he’d received goods that didn’t match their description. What happened Mr P called NatWest on 1 May 2024 to complain about 10 transactions col... (3 pages)View decision
