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 363925 results
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Decision Reference DRN-5403372
7 Apr 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5403372 The complaint Mr B has complained about American Express Services Europe Limited’s (‘Amex) Platinum Card Dining Credit offer. What happened Mr B has an account with Amex, which includes a dining offer whereby cashback is given when dining at certain restaurants. But he’s exp... (1 page)View decision -
Decision Reference DRN-5462542
7 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5462542 The complaint Mrs Z complains that Lloyds Bank Plc won’t refund the money she lost when she sent a payment to an investment that she now believes to have been fraudulent. A representative who I will call “T” complained on behalf of Mrs Z. What happened The background to th... (6 pages)View decision -
Decision Reference DRN-5387330
7 Apr 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5387330 The complaint Mr D complains that Loans 2 Go Limited was irresponsible to lend to him on three occasions. What happened Loans 2 Go agreed three loans for Mr D from June 22 to September 2024. I’ve summarised some of the information it provided about these loans in the table... (4 pages)View decision -
Decision Reference DRN-5397201
7 Apr 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5397201 The complaint Mr W has complained about how American Express Services Europe Limited (‘Amex’) dealt with his repayments. What happened Mr W has an account with Amex. He made a repayment using the app, and a second by bank transfer. The app updated his available credit limit ... (1 page)View decision -
Decision Reference DRN-5384926
7 Apr 2025 Tesco Personal Finance Limited Not upheldInsuranceDRN-5384926 The complaint Mr Y complains about the standard of service he received from Tesco Personal Finance Limited (“Tesco”) when renewing his motor insurance policy. What happened Mr Y says there was an issue accessing his Tesco online account. This meant he had to call the busines... (3 pages)View decision -
Decision Reference DRN-5358293
7 Apr 2025 U K Insurance Limited UpheldInsuranceDRN-5358293 The complaint Mr and Mrs S complain that U K Insurance Limited (“UKI”) caused further damage when it repaired a leak under their home emergency policy. Mr and Mrs S had buildings and contents insurance, underwritten by UKI, which included cover for home emergencies. The poli... (3 pages)View decision -
Decision Reference DRN-5463861
7 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5463861 The complaint Mr D complains that Lloyds Bank PLC (Lloyds) won’t refund money he lost in an investment scam. What happened What Mr D says: Mr D wanted to make some extra money to pay for childcare responsibilities. Mr D was introduced to an investment firm (which I will call... (5 pages)View decision -
Decision Reference DRN-5416402
7 Apr 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5416402 The complaint Ms K, who is represented by a third party, complains that Capital One (Europe) plc (‘Capital One’) irresponsibly granted her a credit card she couldn’t afford to repay. What happened In June 2013 Ms K entered into an agreement with Capital One to have access t... (2 pages)View decision -
Decision Reference DRN-5241878
7 Apr 2025 AWP P&C S.A. Not upheldInsuranceDRN-5241878 The complaint Mr and Mrs H complain that AWP P&C S.A. hasn’t paid a claim under their travel insurance policy. What happened Mr and Mrs H, and their children, were covered by a travel insurance policy through a bank account. The insurer was AWP. Mr and Mrs H had booked... (2 pages)View decision -
Decision Reference DRN-5204367
7 Apr 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5204367 The complaint Mr M complains about a balance owed under a hire purchase agreement with Advantage Finance Ltd. Throughout his complaint, Mr M has been represented by a third party. But for ease, I’ll just refer to Mr M. What happened In August 2023, a hire purchase agreement ... (4 pages)View decision
