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-5786571
27 Nov 2025 Aviva Protection UK Limited Not upheldInsuranceDRN-5786571 The complaint Mr T is unhappy with Aviva Protection UK Limited’s decision to decline his claim and unwind his policies. Mr T brings his complaint through a third-party representative, but for simplicity, I’ll refer to all submissions as being made by Mr T personally. What ha... (4 pages)View decision -
Decision Reference DRN-5718419
27 Nov 2025 West Bay Insurance Plc UpheldInsuranceDRN-5718419 The complaint Mr M complains on behalf of T, a limited company, about the way West Bay Insurance Plc handled T’s buildings insurance policy following a subsidence claim. Reference to West Bay includes its agents and representatives. What happened The circumstances of this ... (3 pages)View decision -
Decision Reference DRN-5824956
27 Nov 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5824956 The complaint Mr C complains about the way First Central Underwriting Limited trading as 1st Central Underwriting (“First Central”) decided liability for a claim on his car insurance policy. What happened Mr C had a car insurance policy with First Central. In early November ... (3 pages)View decision -
Decision Reference DRN-5969333
27 Nov 2025 One Insurance Limited UpheldInsuranceDRN-5969333 The complaint Mrs J complains about the way One Insurance Limited handled a theft claim under a motor insurance policy. Reference to One Insurance includes the actions of its agents. What happened I issued a provisional decision. I set out the following: I’ve considered all ... (4 pages)View decision -
Decision Reference DRN-5969109
27 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5969109 The complaint Mrs H’s representative, Mrs P, complains that HSBC UK Bank Plc didn’t do more to safeguard Mrs H from fraud. She would like HSBC to reimburse funds that were lost. What happened As the circumstances of this complaint are well-known to both parties, I have summa... (4 pages)View decision -
Decision Reference DRN-5602498
27 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5602498 The complaint Mr K complains that Monzo Bank Ltd have refused to refund money he lost to a crypto investment scam. I’m very aware that I’ve summarised Mr K’s complaint and the relevant submissions briefly. No discourtesy is intended by this, but I’ve focussed on what I think... (3 pages)View decision -
Decision Reference DRN-5924857
27 Nov 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5924857 The complaint Mr A complains that Vanquis Bank Limited didn’t properly pursue his chargeback claim and rejected a claim under section 75 Consumer Credit Act 1974 (“s.75”). What happened In July 2024 Mr A had his car serviced at a cost of £126.22. He paid for this using his V... (3 pages)View decision -
Decision Reference DRN-5892180
27 Nov 2025 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-5892180 The complaint Mr A complains TransUnion International UK Ltd merged his credit file with a third-party, causing information to be reflected incorrectly. What happened In August 2025, Mr A contacted TransUnion as he became aware accounts he didn’t recognise were being reporte... (5 pages)View decision -
Decision Reference DRN-5814175
27 Nov 2025 Plata Finance Limited Not upheldConsumer CreditDRN-5814175 The complaint Mr H is unhappy that Plata Finance Limited are pursuing him for a loan that he says was taken out in connection with a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the... (2 pages)View decision -
Decision Reference DRN-5849885
27 Nov 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5849885 The complaint Mr E complains about how The Royal Bank of Scotland Plc (RBS) treated him after a contactless payment attempt with his debit card. What happened One evening in July 2025, Mr E attempted to make a contactless transaction to a car wash merchant, but it was decli... (3 pages)View decision
