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-5882046
25 Nov 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5882046 The complaint Mr S is unhappy with how Admiral Financial Services Limited, trading as Admiral Money (‘Admiral’) have engaged with him about his fixed sum loan agreement. What happened Mr S arranged his loan in August 2019 for £7,000 over 60 months with a monthly payment of ... (4 pages)View decision -
Decision Reference DRN-5515319
25 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5515319 The complaint P, a limited company, complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money they say was lost as the result of a scam. Mrs D, a director of P, brings the complaint on P’s behalf. What happened Mrs D found an investment opportunity online offered by a... (4 pages)View decision -
Decision Reference DRN-5973271
25 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5973271 The complaint Mr M complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t refund the money he says was lost as the result of a scam. What happened In 2021, Mr M was introduced to an individual by a friend he’d known since secondary school and trus... (6 pages)View decision -
Decision Reference DRN-5973254
24 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5973254 The complaint Mr S complains that Santander UK Plc is holding him liable for transactions which he says he didn’t authorise. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key even... (4 pages)View decision -
Decision Reference DRN-5973246
24 Nov 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5973246 The complaint Miss T complains that Aviva Life & Pensions UK Limited (‘Aviva’) refused a claim she made under a group income protection policy. What happened Miss T is a member of her employer’s group income protection policy. Benefit of 50% of Miss T’s salary is provide... (5 pages)View decision -
Decision Reference DRN-5626142
24 Nov 2025 Barclays Bank UK PLC UpheldConsumer CreditDRN-5626142 The complaint Mrs M complains that Barclays Bank UK PLC trading as Tesco Bank gave her a loan she couldn’t afford to repay. What happened In January 2019 Tesco Bank gave Mrs M a loan of £20,000 to be repaid over 120 months (10 years). The monthly repayments were £288.16 and ... (4 pages)View decision -
Decision Reference DRN-5949489
24 Nov 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5949489 The complaint Mr J complains about the length of time taken for Advantage Insurance Company Limited (Advantage) to request proof of a no-claims discount entitlement. What happened Mr J took out a motor insurance policy with Advantage in March 2025. When he did so, he said he... (2 pages)View decision -
Decision Reference DRN-5860867
24 Nov 2025 Hastings Financial Services Limited Not upheldInsuranceDRN-5860867 The complaint Mr J complains that Hastings Financial Services (Hastings) gave misleading information about no-claims discount entitlement when he purchased a motor insurance policy. What happened Mr J arranged a motor insurance policy in March 2025 with Hastings, which was u... (2 pages)View decision -
Decision Reference DRN-5941866
24 Nov 2025 SME HCI Limited Not upheldConsumer CreditDRN-5941866 The complaint Miss T complains about the level of service she received from SME HCI Limited, trading as Vivup (“Vivup”) when she acquired a bike through her employer’s Cycle to Work Scheme. What happened Miss T entered into a hire agreement with Vivup in April 2025. The agre... (3 pages)View decision -
Decision Reference DRN-5874213
24 Nov 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5874213 The complaint Mr T complains that Zopa Bank Limited didn’t do enough to protect him from a scam, or to help him recover the money once he had reported the scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here.... (3 pages)View decision
