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 374385 results
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Decision Reference DRN-5778290
29 Aug 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5778290 The complaint Mr L complains that MotoNovo Finance Limited (MotoNovo) didn’t provide adequate information about how he should return a bike when his finance agreement ended. What happened The detailed background to this complaint is well known to both parties. So, I’ll only ... (2 pages)View decision -
Decision Reference DRN-5783065
29 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5783065 The complaint Ms W complains that Santander UK Plc ought to have done more to prevent her from being defrauded. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In late 2022, Ms W received a telephone ... (4 pages)View decision -
Decision Reference DRN-5565341
29 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5565341 The complaint Mr I complains that Clydesdale Bank Plc, trading as Virgin Money, won’t refund money he’s lost in a scam. What happened Mr I was the victim of a purchase scam. Mr I paid a painter and decorator a deposit of £1,680 for work on a property he’d recently purchase... (3 pages)View decision -
Decision Reference DRN-5731847
29 Aug 2025 Chubb European Group SE Not upheldInsuranceDRN-5731847 The complaint Mr K is unhappy with how Chubb European Group SE handled claims on his travel insurance policy. What happened Following trips in 2024 Mr K made claims on his travel insurance policy. He complained about the amount Chubb paid for a missed departure claim. And h... (2 pages)View decision -
Decision Reference DRN-5777164
29 Aug 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5777164 The complaint Miss P complains that Advantage Insurance Company Limited were overly demanding and caused unnecessary upset when requiring proof that she had not modified her car. Miss P has been represented by her father when making this complaint but for simplicity I will r... (2 pages)View decision -
Decision Reference DRN-5783093
29 Aug 2025 Barclays Bank UK PLC UpheldInsuranceDRN-5783093 The complaint Mrs M has complained that Barclays Bank PLC (trading as Barclaycard) failed to raise a claim on her credit card payment protection insurance (PPI) policies when she became unable to work in 2018. What happened Mrs M held two credit card accounts with Barclays,... (3 pages)View decision -
Decision Reference DRN-5780779
29 Aug 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5780779 The complaint Mr S complains that Domestic & General Insurance Plc (D&G) acted unfairly when he made a claim on his device protection insurance and he complained to it. What happened Mr S has device protection insurance, insured by D&G. In October 2024 he claimed... (4 pages)View decision -
Decision Reference DRN-5191567
29 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5191567 The complaint Mr M complains Bank of Scotland plc trading as Halifax won’t refund the full amount of money he says he lost to a scam. What happened Our investigator didn’t uphold the complaint. He didn’t think the payment looked suspicious such that Halifax ought to have mad... (2 pages)View decision -
Decision Reference DRN-5243135
29 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5243135 The complaint Mr J complains that Revolut Ltd will not refund money he says was lost to a scam. Mr J is represented by a firm, but for ease, I have only referred to Mr J in this decision. What happened The background to this complaint is well known to both parties, so I won’... (3 pages)View decision -
Decision Reference DRN-5769662
29 Aug 2025 Monzo Bank Ltd Not upheldConsumer CreditDRN-5769662 The complaint Mr C complains that Monzo Bank Ltd (Monzo) lent to him irresponsibly and has asked it to write off the loan. What happened On 15 March 2024, Mr C entered into a finance agreement with Monzo as shown below: Date Amount of credit Term Monthly paymentTotal rep... (2 pages)View decision
