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 386796 results
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Decision Reference DRN-5882328
26 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5882328 The complaint Mr and Mrs K complain about the service they received from Clydesdale Bank Plc trading as Virgin Money following a fraud alert on their current account. What happened In April 2025 Mr K received a message to contact Virgin Money to confirm a recent transaction... (2 pages)View decision -
Decision Reference DRN-5894979
26 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5894979 The complaint Mr C complains that Monzo Bank Ltd failed to recover money he had paid to gambling sites and failed to protect him from gambling harm. What happened Mr C has told us he is addicted to gambling and in April 2023 he arranged to be excluded from access to gambling... (3 pages)View decision -
Decision Reference DRN-5666594
26 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5666594 The complaint Miss W complained that Admiral Insurance (Gibraltar) Limited (“Admiral”) caused further damage during a drain repair resulting in costs it has declined to cover, following a claim she made under her home buildings insurance policy. Miss W is represented by Mr B... (3 pages)View decision -
Decision Reference DRN-5975952
26 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5975952 The complaint Ms Z complains about how Admiral Insurance (Gibraltar) Limited handled her travel insurance claim. All references to Ms Z include her representative, where relevant. What happened Ms Z was insured under a travel insurance policy provided by Admiral. She made a ... (2 pages)View decision -
Decision Reference DRN-5541924
26 Nov 2025 GoCardless Ltd Not upheldBanking and PaymentsDRN-5541924 The complaint A company, which I’ll refer to as S, complain about the upgrade of its account by GoCardless Ltd (GoCardless). S says this happened without prior notification or consent. In bringing this complaint, S is represented by its director, who I’ll refer to as Mr G. ... (5 pages)View decision -
Decision Reference DRN-5866952
26 Nov 2025 Salary Finance Loans Limited Not upheldConsumer CreditDRN-5866952 The complaint Mr N complains that Salary Finance Loans Limited trading as Neyber was irresponsible in its lending to him. He wants all interest and charges on his loan refunded along with statutory interest and any adverse information removed from his credit file. Mr N is re... (3 pages)View decision -
Decision Reference DRN-5476488
26 Nov 2025 Ald Automotive Limited UpheldConsumer CreditDRN-5476488 The complaint Mr U complains about a motor hire agreement he had with Ald Automotive Limited trading as Kia Contract Hire (Kia Contract Hire). He is unhappy about the amount he’s been charged on early termination after having to terminate the agreement early because he was m... (4 pages)View decision -
Decision Reference DRN-5976570
26 Nov 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5976570 The complaint Ms C complains that J.P. Morgan Europe Limited trading as Chase (‘Chase’) won’t refund the money she says was lost as the result of a scam. What happened In 2024, Ms C saw an advert for a car online on a marketplace. She was interested in the car and arranged ... (5 pages)View decision -
Decision Reference DRN-5976543
26 Nov 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5976543 The complaint Mr C complains that MotoNovo Finance Limited irresponsibly provided him with an unaffordable regulated hire purchase agreement. What happened Mr C was provided with a hire purchase agreement by MotoNovo in October 2022 to finance a car with a cash price of arou... (5 pages)View decision -
Decision Reference DRN-5711422
26 Nov 2025 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-5711422 The complaint Mr I complains that Aviva Life & Pensions UK Limited (‘Aviva’) paid him the wrong amount when his with-profits endowment policy matured in August 2023. What happened Mr I took out a with-profits endowment policy in August 1976, originally with Provident Mu... (4 pages)View decision
