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 384133 results
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Decision Reference DRN-5986227
2 Dec 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5986227 The complaint Mr and Mrs H complain about a reviewable whole of life policy they hold with Aviva Life & Pensions UK Limited. They’re unhappy that the sum assured has reduced over time and would like the original sum assured reinstated. What happened Mr and Mrs H have hel... (5 pages)View decision -
Decision Reference DRN-5866550
2 Dec 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5866550 The complaint Mr T complains that J.P. Morgan Europe Limited trading as Chase (“Chase”) won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary ... (4 pages)View decision -
Decision Reference DRN-5812269
2 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5812269 The complaint Mr F is unhappy with Barclays Bank UK Plc. Mr F said Barclays accused him of fraud. He said Barclays claimed he was stealing his own money. Mr F said Barclays also breached General Data Protection Regulations (GDPR) when it shared his personal information with ... (2 pages)View decision -
Decision Reference DRN-5863680
2 Dec 2025 Experian Limited Not upheldConsumer CreditDRN-5863680 The complaint Mrs J complains Experian Limited trading as Experian didn’t properly deal with her concerns about incorrect information being provided by a lender. What happened Mrs J had an account with a lender I’ll refer to as S. She said S were reporting incorrect informat... (3 pages)View decision -
Decision Reference DRN-5728909
2 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5728909 The complaint Mrs C complains that Bank of Scotland plc trading as Halifax irresponsibly lent to her. What happened Mrs C was approved for a Halifax credit card in March 2022, with a £1,500 credit limit. The credit limit was increased to £3,000 in March 2023. Mrs C says that... (4 pages)View decision -
Decision Reference DRN-5864135
2 Dec 2025 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-5864135 The complaint Mr S has complained that SECURE TRUST BANK PUBLIC LIMITED COMPANY trading as Moneyway (Moneyway) unfairly provided him with credit for a vehicle. What happened In February 2022, Mr S entered into a finance agreement with Moneyway for the purchase of a car as s... (3 pages)View decision -
Decision Reference DRN-5665429
2 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5665429 The complaint Mr M complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties so I won’t repeat it all in detail here. But in su... (5 pages)View decision -
Decision Reference DRN-5989158
2 Dec 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5989158 The complaint Mr D and Miss P’s complaint is about a claim they made on their INTACT INSURANCE UK LIMITED (‘Intact’) pet insurance policy, which Intact declined. Mr D and Miss P say Intact treated them unfairly. What happened I issued a provisional decision in respect of Mr ... (3 pages)View decision -
Decision Reference DRN-5758030
2 Dec 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5758030 The complaint Mr S complains that Lloyds Bank PLC (“Lloyds”) provided him with a loan with an interest rate that was unfairly high. What happened Mr S took out a loan with Lloyds in 2019 for £25,000. It had a loan term of 84 months with monthly repayments of £499, and an AP... (2 pages)View decision -
Decision Reference DRN-5832576
2 Dec 2025 U K Insurance Limited UpheldInsuranceDRN-5832576 The complaint Miss K complains U K Insurance Limited unfairly settled a motor insurance claim as her being at fault. What happened In May 2025 Miss K, whilst driving her car, was involved in a collision with a third-party’s (TP) vehicle. Both cars were damaged. The TP, cons... (3 pages)View decision
