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 401363 results
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Decision Reference DRN-6303875
21 Apr 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6303875 The complaint Mr H complains that Lloyds Bank PLC didn’t take adequate steps to protect him from an investment scam. He said he lost over £100,000 to the scam. He wants the money he lost refunded along with 8% interest. Mr H is represented by a third party but for ease of re... (5 pages)View decision -
Decision Reference DRN-6304632
21 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-6304632 The complaint Mr O complains that Monzo Bank Limited decided not to refund him the money he lost through a scam. What happened In June and July 2025, Mr O made several payments to two online gambling websites using his Monzo debit card. These online casinos allowed deposits... (7 pages)View decision -
Decision Reference DRN-6020523
21 Apr 2026 Domestic & General Insurance Plc UpheldInsuranceDRN-6020523 The complaint Miss G complains that Domestic & General Insurance Plc (D&G) refused to deal with her claim made on her household warranty. Reference to D&G includes its agents. What happened Miss G held a household warranty covering her for her dishwasher. When it... (3 pages)View decision -
Decision Reference DRN-6291835
21 Apr 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6291835 The complaint Mr S complained about a disputed transaction on his account and says American Express Service Europe Limited (“AMEX”) didn’t handle his complaint correctly. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in deta... (3 pages)View decision -
Decision Reference DRN-6292953
21 Apr 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6292953 The complaint Mr S is unhappy Lloyds Bank PLC hasn’t given him a refund for a course he paid for using his credit card. What happened Mr S bought a coding course from an online course provider. He paid for the course in eight instalments of £212, using his Lloyds credit card... (4 pages)View decision -
Decision Reference DRN-6306844
21 Apr 2026 Lendable Ltd Not upheldBanking and PaymentsDRN-6306844 The complaint Mr L complains about the outcome of chargeback disputes he raised with Lendable Ltd trading as Zable, and how his disputes were handled. What happened In April 2025, Mr L spent a total of £718.87 over six different transactions using his Zable credit card. The ... (4 pages)View decision -
Decision Reference DRN-6044314
21 Apr 2026 Tesco Underwriting Limited Not upheldInsuranceDRN-6044314 The complaint Mr S and Mr S (his brother) have complained about Tesco Underwriting Limited’s (Tesco) decision to decline a claim under a home insurance policy. For the sake of clarity, and because it has mainly been him communicating on the claim and complaint, I shall refer... (3 pages)View decision -
Decision Reference DRN-6175313
21 Apr 2026 Aviva Insurance Limited Not upheldInsuranceDRN-6175313 The complaint A limited company, that I will call E in this decision, has complained about the handling of a claim made under its fleet motor insurance policy Mr M, as director of E, has brought the complaint on its behalf. What happened In late 2025, Mr M was involved in a... (3 pages)View decision -
Decision Reference DRN-5906286
21 Apr 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-5906286 The complaint A company, which I’ll refer to as D, complains that Metro Bank PLC is preventing it from dissolving due to an outstanding Bounce Back Loan. D’s director argues that Metro benefits from a full guarantee from the Government in respect of the loan and therefore on... (3 pages)View decision -
Decision Reference DRN-5982425
21 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-5982425 The complaint Miss A has complained that Monzo Bank Ltd hasn’t done enough to help her after she was a victim of fraud. She’s also unhappy about reports it’s made to credit reference agencies (‘CRAs’). This complaint is not about the original decision to decline the fraud cl... (2 pages)View decision