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 381082 results
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Decision Reference DRN-5518696
27 Oct 2025 East End Fair Finance Limited UpheldConsumer CreditDRN-5518696 The complaint Mr Z complains that East End Fair Finance Limited trading as Fair Finance lent to him when he could not afford to repay it. Mr Z says that he’s suffered stress and distress due to relentless and ongoing communications from Fair Finance about the debt. Plus, the... (4 pages)View decision -
Decision Reference DRN-5679407
27 Oct 2025 Starr International (Europe) Limited Not upheldInsuranceDRN-5679407 The complaint Mr N complains that Starr International (Europe) Limited declined a claim under his mobile phone insurance policy. Any reference to Starr includes its agents. What happened Mr N held insurance cover for his phone and tablet. The policy was underwritten by Sta... (3 pages)View decision -
Decision Reference DRN-5606376
27 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5606376 The complaint Mr J complains that Barclays Bank UK PLC won’t refund him after he was the victim of an investment scam. What happened Mr J says he was contacted about an investment over a popular social media platform and added to a chat group on a messaging platform. He was ... (4 pages)View decision -
Decision Reference DRN-5909549
27 Oct 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5909549 The complaint Mrs C is unhappy with customer service provided, and how a complaint she made was handled, in relation to a hire agreement taken with Motability Operations Limited. Mrs C has been represented on this complaint. And some of the contact with Motability covered be... (3 pages)View decision -
Decision Reference DRN-5798641
27 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5798641 The complaint Mrs A complains Monzo Bank Ltd recorded a marker against her on a fraud database and closed her account. She doesn’t think it’s treated her fairly. What happened A summary of what happened is below. Mrs A held an account with Monzo. In October 2024, it was cre... (3 pages)View decision -
Decision Reference DRN-5909525
27 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5909525 The complaint Mrs S complains that U K Insurance Limited trading as Direct Line, has treated her unfairly when handling a claim made on her landlords home insurance policy. Mrs S says that UKI and its appointed loss adjuster provided poor service when handling the claim. It ... (5 pages)View decision -
Decision Reference DRN-5730657
27 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5730657 The complaint Mr M is being represented by a claims manager. He’s complaining about Santander UK Plc because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr M fell victim to a cruel cryptocurrency recovery scam after he was contacted by some... (4 pages)View decision -
Decision Reference DRN-5872527
27 Oct 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5872527 The complaint Mr R complains that AmTrust Specialty Limited has unfairly declined a claim under his legal expenses insurance (“LEI”) policy. Where I refer to AmTrust, this includes the actions of its agents and claims handlers for which it takes responsibility. What happen... (3 pages)View decision -
Decision Reference DRN-5641569
27 Oct 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5641569 The complaint Mr S, through his representative, complains that MONEYBARN NO.1 LIMITED trading as Moneybarn approved a vehicle finance agreement irresponsibly as he could not afford to repay it. What happened On 4 September 2020, Mr S applied to Moneybarn to help him buy a ve... (3 pages)View decision -
Decision Reference DRN-5817183
27 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5817183 The complaint Mr B is unhappy that Barclays Bank UK PLC (Barclays) won’t refund payments he made because of a cryptocurrency based, investment scam. What happened In 2024, Mr B was a victim of a cryptocurrency based, investment scam which involved 4 payments relating to Bar... (3 pages)View decision
