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 365360 results
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Decision Reference DRN-5333911
1 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5333911 The complaint Mrs A complains that Revolut Ltd won’t refund the money she lost when she was the victim of a scam. What happened In July 2023, Mrs A and her husband were looking for ways to earn extra income and joined a group about cryptocurrency trading on a social media p... (9 pages)View decision -
Decision Reference DRN-5442063
1 May 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5442063 The complaint Mrs F’s complaint relates to a credit card she had with Clydesdale Bank Plc trading as Virgin Money. She has said that she considered Virgin was irresponsible when it accepted her application, and later increased her credit limit, as neither were affordable for... (4 pages)View decision -
Decision Reference DRN-5394792
30 Apr 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5394792 The complaint Mrs K and Mr P complain that AXA Insurance UK Plc (“AXA”) unfairly declined their claim for malicious damage to their property. What happened Mrs K and Mr P held a homeprotect home insurance policy with AXA, covering a property they owned and rented out. In Jan... (4 pages)View decision -
Decision Reference DRN-4873719
30 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4873719 The complaint Mr T complains Monzo Bank Ltd won’t refund the money he lost to a scam. What happened Mr T saw an advert for a cryptocurrency investment opportunity online. He completed a form to register his interest and was then called by someone claiming to be a financial ... (3 pages)View decision -
Decision Reference DRN-5304668
30 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5304668 The complaint Mr F has complained Lloyds Bank PLC didn’t credit his bank account properly when he paid £500 cash into his account. What happened In early October 2024 Mr F went into a Lloyds branch to pay in cash and a cheque. The cash was in an envelope which he believes he... (2 pages)View decision -
Decision Reference DRN-5155309
30 Apr 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5155309 The complaint Mr O has complained Zopa Bank Limited is asking him to repay a personal loan he didn’t take out. What happened In December 2023, Mr O fell for a scam on social media. This was to enable him to get a Government-backed loan which he was told he wouldn’t need to r... (3 pages)View decision -
Decision Reference DRN-5426410
30 Apr 2025 Covea Insurance plc Not upheldInsuranceDRN-5426410 The complaint C has complained about the settlement of a buildings insurance claim by Covea Insurance plc. C has also complained about delays during the course of the claim. What happened C made a claim for storm damage to the felt roof of its shopping centre under its build... (3 pages)View decision -
Decision Reference DRN-5321727
30 Apr 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5321727 The complaint Mr K has complained Madison CF UK Limited, trading as 118 118 Money, is asking him to repay a personal loan he didn’t take out. What happened In 2024, Mr K fell for an investment scam. Mr K was encouraged to buy a pedigree dog by being introduced to a third par... (3 pages)View decision -
Decision Reference DRN-5334952
30 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5334952 The complaint Mr V has complained Lloyds Bank PLC lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr V had opened an account with Lloyds in early 2020. In April 2020 Mr V was told by Lloyds that they were closing his account. T... (2 pages)View decision -
Decision Reference DRN-5450288
30 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5450288 The complaint Mr M has complained that Monzo Bank Ltd (“Monzo”) allowed gambling transactions to be processed on his account, even though he had a gambling block in place. What happened Mr M complained that Monzo Bank allowed multiple gambling transactions to overseas compan... (3 pages)View decision
