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 367928 results
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Decision Reference DRN-5291790
26 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5291790 The complaint Mrs F complains Royal & Sun Alliance Insurance Limited unfairly declined a claim she made on her home insurance policy when her boundary wall collapsed. What happened In March 2024 the boundary wall of Mrs F’s property partially collapsed. She made a claim... (2 pages)View decision -
Decision Reference DRN-5356462
26 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5356462 The complaint Mr O complains Monzo Bank Ltd unfairly loaded him to a fraud database. What happened Mr O was introduced to someone, J, via a mutual friend. During some messaging, it seems J asked about opening an account with Monzo, where Mr O banked. Mr O says he sent J a... (3 pages)View decision -
Decision Reference DRN-4997692
26 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4997692 The complaint Mrs R complains that Revolut Ltd won’t refund the money she lost when she was the victim of a scam. What happened In April 2023, Mrs R saw an advert on an online social media platform for an investment company. And as she’d been looking for ways to make some a... (9 pages)View decision -
Decision Reference DRN-5388755
26 Mar 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5388755 Complaint Mr T complains that Oodle Financial Services Limited (trading as “Oodle” Car Finance) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable. Background In August 2019, Oodle provided Mr T ... (3 pages)View decision -
Decision Reference DRN-5216627
26 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5216627 The complaint With the help of a professional representative (PR), Mr T complains that Barclays Bank UK PLC lent to him irresponsibly. For ease, I’ll mainly refer to the PR’s actions as being those of Mr T. What happened In July 2007, Mr T applied for – and was given – a £25... (4 pages)View decision -
Decision Reference DRN-5383170
25 Mar 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5383170 The complaint Mr A complains that Lloyds Bank General Insurance Limited (“Lloyds”) has unfairly declined a claim he made under his home insurance policy. What happened Mr A’s kitchen worktop was damaged when a contractor delivered and installed a new washer dryer to his home... (2 pages)View decision -
Decision Reference DRN-4986013
25 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4986013 The complaint Mr B complains Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr B lost £5,000 to a crypto investment scam. He was tricked into investing with a company he found via a social media advert, which appeared to ... (7 pages)View decision -
Decision Reference DRN-5426898
25 Mar 2025 LDF Operations Limited Not upheldBanking and PaymentsDRN-5426898 The complaint J complains that LDF Operations Limited trading as White Oak are pursuing it for two cross- company guarantees provided to two other companies, which I’ll refer to as D and P. Mr M, the current director of J, says J was unaware that it had been entered into the... (3 pages)View decision -
Decision Reference DRN-5002065
25 Mar 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-5002065 The complaint Mr M complains that Trading 212 UK Limited trading as Trading 212 sold shares from his stocks and shares ISA without his consent, rather than transferring them to his general investment account (‘GIA’). What happened Mr M has both a GIA and a stocks and shares... (3 pages)View decision -
Decision Reference DRN-5100162
25 Mar 2025 Aviva Pension Trustees UK Limited UpheldPensions and AnnuitiesDRN-5100162 The complaint Mrs D complains that Aviva Pension Trustees UK Limited (Aviva) didn’t do enough to locate her when she reached the normal retirement date for her pension held with them in 2013. Mrs D says she was unaware of this pension with Aviva until 2024 and believes that ... (4 pages)View decision
