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-5933696
28 Nov 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5933696 The complaint Mrs C complains about the way in which Zopa Bank Limited acted when she was having difficulty making hire purchase payments. Mrs C has been represented by a relative, so, when I refer to her submissions, I include those made on her behalf. What happened In Nove... (2 pages)View decision -
Decision Reference DRN-5885272
28 Nov 2025 TSB Bank plc Not upheldConsumer CreditDRN-5885272 The complaint Mr K complains about some issues he had regarding a loan he took with TSB Bank plc trading as TSB (“TSB”). What happened Mr K is unhappy that the interest he owes on the loan shows separately from the loan balance on his statements. He was specifically unhappy ... (3 pages)View decision -
Decision Reference DRN-5052284
28 Nov 2025 Wesleyan Assurance Society Not upheldInsuranceDRN-5052284 The complaint Mrs T is unhappy as she doesn’t think that Wesleyan Assurance Society (‘Wesleyan’) has correctly administered the reviewable whole of life policy she holds with it. What happened I've outlined what I think are the key events and points involved in the com... (7 pages)View decision -
Decision Reference DRN-5338945
28 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5338945 The complaint Mr K complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded the money he lost to an investment scam. Mr K referred his complaint to this service with the help of a professional representative. However, for ease of reading, I’ll refer only to Mr K throughout m... (3 pages)View decision -
Decision Reference DRN-5314004
28 Nov 2025 Wesleyan Assurance Society Not upheldInsuranceDRN-5314004 The complaint Mrs T complains that Wesleyan Assurance Society (‘Wesleyan’) mis-sold her a reviewable whole of life policy. What happened I've outlined what I think are the key events and points involved in the complaint below. Mrs T took out a reviewable whole of lif... (4 pages)View decision -
Decision Reference DRN-5976845
28 Nov 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5976845 The complaint Mr P complains about how Haven Insurance Company Limited handled a claim he made on his commercial motor insurance policy. Reference to Haven includes its agents. What happened Mr P was involved in an accident and made a claim to Haven for the damage caused. Ha... (3 pages)View decision -
Decision Reference DRN-5827093
28 Nov 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5827093 The complaint Mr M complains that JAJA FINANCE LTD trading as Jaja Credit Card irresponsibly lent to him. What happened Mr M was approved for a Jaja credit card in August 2024, with a £1,800 credit limit. Mr M says that Jaja irresponsibly lent to him, and he made a complaint... (2 pages)View decision -
Decision Reference DRN-5885153
28 Nov 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5885153 The complaint Mr A complains about how AXA Insurance UK plc (‘AXA’) handled a claim and decided liability for it under his car insurance policy. What happened Mr A had a car insurance policy with AXA. In July 2024 Mr A was involved in a collision with a third party. The circ... (3 pages)View decision -
Decision Reference DRN-5894796
28 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5894796 The complaint Miss A is unhappy that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) has decided not to refund the money she lost, to what she believed was an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to ... (4 pages)View decision -
Decision Reference DRN-5967679
28 Nov 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5967679 The complaint Mr S complains AXA PPP Healthcare Limited (AXA) has declined to cover treatment costs he incurred under his private medical insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. Mr ... (3 pages)View decision
