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 380824 results
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Decision Reference DRN-5596632
18 Jul 2025 Aviva Equity Release UK Limited Not upheldMortgagesDRN-5596632 The complaint The estate of Mr C complains that Aviva Equity Release UK Limited (Aviva) pressured and coerced the late Mr and Mrs C into taking an equity release mortgage and has continued to apply interest to the mortgage following their passing, despite it telling the exec... (3 pages)View decision -
Decision Reference DRN-5029344
18 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5029344 The complaint Miss R complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. In bringing her complaint to this service Miss R is represented, but for ease of reading I will refer to Miss R throughou... (4 pages)View decision -
Decision Reference DRN-5701216
18 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5701216 The complaint Mr A complains Admiral Insurance (Gibraltar) Limited (“Admiral”) unfairly declined his claim and cancelled his motor insurance policy following an accident. All references to Admiral include its agents. What happened Mr A took out a motor insurance policy in Ja... (3 pages)View decision -
Decision Reference DRN-5186704
18 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5186704 The complaint Mr K complains that American Express Services Europe Limited (Amex) won’t refund money he lost as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything in detail here. Mr K explained that, in ... (4 pages)View decision -
Decision Reference DRN-5500114
18 Jul 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5500114 Complaint Mr D has complained that Lloyds Bank PLC (“Lloyds”) unfairly continued applying charges to his overdraft even when it was clear that he was in financial difficulty and failing to see a credit balance for an extended period. Mr D is being represented in his complai... (4 pages)View decision -
Decision Reference DRN-5053850
18 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5053850 The complaint Mr K complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t refund the money he lost to an investment scam. What happened The background is known to both parties. I won’t repeat all the details. In summary, Mr K says that, in October 2023, he ... (3 pages)View decision -
Decision Reference DRN-5611249
18 Jul 2025 Chubb European Group SE UpheldInsuranceDRN-5611249 The complaint Mrs S is unhappy that Chubb European Group SE hasn’t fully settled a claim she made on her travel insurance policy. What happened Mrs S had a serious accident whilst on holiday and required emergency surgery. Chubb accepted the claim and have paid the medical e... (3 pages)View decision -
Decision Reference DRN-5699691
18 Jul 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5699691 The complaint Mr and Mrs B complain that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding against p... (14 pages)View decision -
Decision Reference DRN-5683009
18 Jul 2025 First Central Underwriting Limited UpheldInsuranceDRN-5683009 The complaint Mr I has complained about the way First Central Underwriting Limited cancelled his car insurance policy. He also complains that its approved repairer (AR) provided him with a courtesy car that had no valid MOT. What happened Mr I bought a car insurance policy w... (2 pages)View decision -
Decision Reference DRN-5418592
18 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5418592 The complaint Mr and Mrs S are unhappy with restrictions placed on their accounts by Santander UK Plc (‘Santander’) after they attempted to make payments towards an investment opportunity. They’re also unhappy with the length of time it took for the issue to be resolved and ... (4 pages)View decision
