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 381195 results
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Decision Reference DRN-5690410
15 Jul 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5690410 The complaint Miss W complains Capital One (Europe) plc (Capital One) failed to carry out sufficient financial checks before it approved a credit card facility for her. What happened Miss W says Capital One approved a £200 credit card account in February 2020, when she alrea... (3 pages)View decision -
Decision Reference DRN-5520618
15 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5520618 The complaint Miss H complains about the service received from Monzo Bank Ltd (“Monzo”) following her reporting unrecognised transactions on her account. Miss H says due to Monzo’s errors and delays issuing replacement cards she was without access to the funds in her account... (3 pages)View decision -
Decision Reference DRN-5598864
15 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5598864 The complaint Miss M complains that NewDay Ltd cancelled payment arrangements on her accounts without telling her and applied interest despite the fact that she was maintaining payment arrangements across all three accounts. What happened Miss M holds three credit card accou... (2 pages)View decision -
Decision Reference DRN-5690499
15 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5690499 The complaint Ms B complains about Aviva Insurance Limited (“Aviva”) and the service she’s received after she made a claim on her home insurance policy. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chrono... (6 pages)View decision -
Decision Reference DRN-5481597
15 Jul 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5481597 The complaint Miss F complains that Vanquis Bank Limited irresponsibly lent to her. What happened Miss F was approved for a Vanquis credit card in February 2024 with a £600 credit limit. Miss F says that Vanquis irresponsibly lent to her. Miss F also said that they shouldn’t... (2 pages)View decision -
Decision Reference DRN-5574428
15 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5574428 The complaint Mr M complains about the way Aviva Insurance Limited handled an accidental damage claim under a buildings insurance policy. Mr M is being represented in this case by Mrs M. For ease of reading, I’ll refer to Mr M and Mrs M as “Mr M” throughout, unless stated ot... (2 pages)View decision -
Decision Reference DRN-5486035
15 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5486035 The complaint Mr S complains NewDay Ltd trading as Marbles (NewDay) failed to carry out sufficient financial checks before it approved a credit card account for him. What happened Mr S says he was approved for a credit card account in December 2020 with a credit limit of £60... (3 pages)View decision -
Decision Reference DRN-5655029
15 Jul 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5655029 The complaint Miss M complains that Vanquis Bank Limited registered a default and sold her account to a third party whilst she was on a payment plan. What happened Miss M took out a credit card with Vanquis in June 2014. In June 2017 Miss M contacted Vanquis and explained th... (3 pages)View decision -
Decision Reference DRN-5488423
15 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5488423 The complaint Mr S complains about the service received from HSBC UK Bank Plc (“HSBC”) when attempting to deposit cash into his account to cover a payment being taken out. In particular, Mr S is unhappy HSBC branch staff said the £50 cash deposited was counterfeit and felt h... (3 pages)View decision -
Decision Reference DRN-5544929
15 Jul 2025 Western Provident Association Limited UpheldInsuranceDRN-5544929 The complaint Mr M complains that Western Provident Association Limited (“WPA”) declined a claim under his private health insurance policy. What happened Mr M took out a private health insurance policy with WPA on 16 May 2023. The policy was underwritten on a moratorium bas... (3 pages)View decision
