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 382298 results
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Decision Reference DRN-5794872
11 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5794872 The complaint Mr D complains that Monzo UK Bank Plc (‘Monzo’) won’t reimburse the funds he lost when he says he fell victim to a scam. What happened Mr D says that he saw a listing on a property website about an investment relating to a holiday lodge in a park. He contacted... (4 pages)View decision -
Decision Reference DRN-5934195
11 Nov 2025 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-5934195 The complaint Mr A complains that The Royal Bank of Scotland Plc (RBS) was irresponsible in its lending to him. He wants all interest and charges removed from his loan so that he is only liable to repay the amount he borrowed. He also wants an affordable repayment plan set u... (3 pages)View decision -
Decision Reference DRN-5916654
11 Nov 2025 QIC Europe Ltd Not upheldInsuranceDRN-5916654 The complaint Mr T is unhappy that QIC Europe Ltd declined his claim and avoided his buildings and contents insurance policy. What happened Mr T took out his buildings and contents policy over the phone after obtaining a quote through a price comparison website. When purch... (4 pages)View decision -
Decision Reference DRN-5943565
11 Nov 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5943565 The complaint Ms L is complaining about the length of time it took Liverpool Victoria Insurance Company Limited (“LV”) to settle a claim she made on her buildings insurance policy. What happened In February 2024 Ms L’s property experienced an escape of water from the waste p... (3 pages)View decision -
Decision Reference DRN-5943460
11 Nov 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5943460 The complaint Mr G complains that Advantage Insurance Company Limited (Advantage) declined a claim made under his motorcycle insurance policy. What happened Mr G has a motorcycle insurance policy underwritten by Advantage. In August 2024, after filling the insured bike with... (5 pages)View decision -
Decision Reference DRN-5925558
11 Nov 2025 Vitality Health Limited Not upheldInsuranceDRN-5925558 The complaint Miss H complains that Vitality Health Limited hasn’t paid a cash benefit under a private health insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my re... (2 pages)View decision -
Decision Reference DRN-5786325
11 Nov 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5786325 The complaint Mr S complains that Aviva Life & Pensions UK Limited failed to set up an annuity in a timely manner. What happened Mr S held pension savings with Aviva in a pension plan that he opened many years ago. His pension plan benefited from a guaranteed annuity rat... (3 pages)View decision -
Decision Reference DRN-5934011
11 Nov 2025 U K Insurance Limited UpheldInsuranceDRN-5934011 The complaint Mr B complains that U K Insurance Limited trading as Darwin (“Darwin”) cancelled his policy mid- term following a missed payment. What happened Mr B had a motor insurance policy with Darwin covering his car. The policy began on 22 January 2025 and Mr B arranged... (4 pages)View decision -
Decision Reference DRN-5942099
11 Nov 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5942099 The complaint Mr A complains that Bank of Scotland plc trading as Halifax failed to advise him about putting a gambling block on his account and as a result, he has made gambling losses. What happened Mr A has advised us that he is a gambling addict. In 2019 and again in 202... (4 pages)View decision -
Decision Reference DRN-5736486
11 Nov 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5736486 The complaint Mr C is unhappy with the length of time it took American Express Service Europe Limited (“AmEx”) to return a payment that he made to his account in error. What happened Mr C mistakenly made a payment of £59.20 to his AmEx account which left the account in credi... (2 pages)View decision
