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-5772032
1 Dec 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5772032 The complaint Mr D complains that Admiral Insurance (Gibraltar) Limited (Admiral) has unfairly valued his vehicle following a claim on his motor insurance policy. What happened The circumstances of this case are well known to both parties, but in summary, Mr D made a claim u... (3 pages)View decision -
Decision Reference DRN-5802953
1 Dec 2025 Vitality Health Limited Not upheldInsuranceDRN-5802953 The complaint Ms H complains that Vitality Health Limited trading as VitalityHealth unfairly declined her claim. What happened Ms H has a Personal Healthcare Plan with Vitality. In 2024 she made a reimbursement claim for treatment under two consultants, but Vitality decline... (4 pages)View decision -
Decision Reference DRN-5978418
1 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5978418 The complaint Mrs K is unhappy that HSBC UK Bank Plc (HSBC) won’t refund all the payment she made because of a cryptocurrency based, investment scam. What happened In 2023, Mrs K was a victim of a cryptocurrency based, investment scam which involved one debit card payment f... (5 pages)View decision -
Decision Reference DRN-5865710
1 Dec 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5865710 The complaint Ms S complains about Allianz Insurance Plc’s handling of her buildings insurance claim. All references to Allianz also include its appointed agents. What happened Below is intended to be a summary of what happened and does not therefore include a full timelin... (3 pages)View decision -
Decision Reference DRN-5911135
1 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5911135 The complaint Mr R’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 ... (7 pages)View decision -
Decision Reference DRN-5929867
1 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5929867 The complaint Mrs B has complained Lloyds Bank PLC kept £400 without completing a requested transfer to another account following her withdrawal of £1,000 within a branch in December 2024. What happened On 23 December Mrs B went to a Lloyds branch which wasn’t her normal one... (2 pages)View decision -
Decision Reference DRN-5602152
1 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5602152 The complaint Mr C complains Monzo Bank Ltd has recorded his personal details with Cifas – a fraud prevention database – and won’t remove them. What happened On 12 October 2024, Mr C received two payments totalling £140 into his Monzo account. On the same day, Monzo receive... (2 pages)View decision -
Decision Reference DRN-5978698
1 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5978698 The complaint Mr S’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974... (10 pages)View decision -
Decision Reference DRN-5895086
1 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5895086 The complaint Miss L has complained NewDay Ltd, trading as John Lewis Credit Card, didn’t deal with her different disputes properly either in terms of ensuring she was refunded or compensated, or in how they communicated with her. What happened Miss L holds a John Lewis cred... (3 pages)View decision -
Decision Reference DRN-5586553
1 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5586553 The complaint Mr S complains that Revolut Ltd won’t refund disputed transactions made from his account. What happened Over a period of a few months’ payments totalling almost £400 were made from Mr S’s Revolut account to two online businesses. Mr S raised a claim with Revolu... (2 pages)View decision
