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 380824 results
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Decision Reference DRN-5827345
24 Oct 2025 Scottish Friendly Assurance Society Limited UpheldInvestmentsDRN-5827345 The complaint Ms M is unhappy that Scottish Friendly Assurance Society Limited (‘Scottish Friendly’) failed to collect annual increased premiums resulting in her having invested less in her ISA than she had intended. What happened The background to this complaint is well kn... (3 pages)View decision -
Decision Reference DRN-5777420
24 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5777420 The complaint Mr A complains Bank of Scotland plc won’t refund money he lost to an authorised push payment (‘APP’) scam. What happened The background to this complaint is familiar to both parties, so I’ll only refer to some key events here. Mr A says that in November 2022 ... (3 pages)View decision -
Decision Reference DRN-5710722
24 Oct 2025 Zurich Insurance PLC Not upheldInsuranceDRN-5710722 The complaint Mr M has complained that Zurich Insurance PLC (“Zurich”) has declined a claim and voided his property insurance policy. What happened The background to this complaint is well known to the parties, so I won't repeat it again here in detail. In summary Mr M’... (4 pages)View decision -
Decision Reference DRN-5904031
24 Oct 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5904031 The complaint Mr B complains that Ageas Insurance Limited (Ageas) collected a direct debit payment after he’d cancelled his car insurance policy, and he says he wasn’t made aware of this during the cancellation process. What happened Mr B had car insurance with Ageas which ... (3 pages)View decision -
Decision Reference DRN-5903916
24 Oct 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5903916 The complaint Mr P complains about the service received and repair quality by AXA Insurance UK Plc following a claim on his van insurance policy. What happened Mr P’s van was involved in an accident in May 2023. Mr P logged a claim with AXA and his van was repaired. Mr P was... (5 pages)View decision -
Decision Reference DRN-5904014
24 Oct 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5904014 The complaint Mr H complains that Revolut Ltd didn’t do enough to prevent him falling victim to an investment scam. Mr H has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr H himself, where I also mean the representative.... (8 pages)View decision -
Decision Reference DRN-5564170
24 Oct 2025 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-5564170 The complaint Ms G complains TransUnion International UK Ltd is reporting incorrect information on her credit file. What happened Around June 2024 Ms G contacted TransUnion as she said a company I’ll refer to as O were reporting an outstanding amount on her credit file, whic... (4 pages)View decision -
Decision Reference DRN-5861962
24 Oct 2025 First Holiday Finance Ltd UpheldConsumer CreditDRN-5861962 The complaint Mr and Mrs A’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (17 pages)View decision -
Decision Reference DRN-5903109
24 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5903109 The complaint Mr F complains that Monzo Bank Ltd unfairly applied an adverse fraud marker against his name and closed his account. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Mr F held an account ... (3 pages)View decision -
Decision Reference DRN-5659501
24 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5659501 The complaint Mrs R complains that NewDay Ltd irresponsibly lent to her. What happened Mrs R was approved for a NewDay branded credit card in September 2022 (which I will refer to as A in this decision), with a £300 credit limit. I have detailed the credit limit increases fo... (4 pages)View decision
