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 381196 results
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Decision Reference DRN-5287580
10 Jul 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-5287580 The complaint Mr S complains about a default Lex Autolease Ltd have applied to his credit file. He would like this removed. What happened The parties are familiar with the background of this complaint so I will only summarise what happened briefly here. Mr S entered into a... (3 pages)View decision -
Decision Reference DRN-5465125
10 Jul 2025 esure Insurance Limited UpheldInsuranceDRN-5465125 The complaint Mr H complains about the amount esure Insurance Limited (esure) paid when it proportionately settled his claim made on his motor insurance policy along with the service he received. What happened In October 2024 Mr H’s vehicle was stolen. Mr H reported the thef... (5 pages)View decision -
Decision Reference DRN-5576805
10 Jul 2025 Somerset Bridge Insurance Services Limited UpheldInsuranceDRN-5576805 The complaint Miss M complains about charges applied by Somerset Bridge Insurance Services Limited (‘Somerset Bridge’) after her car insurance policy was cancelled. What happened In November 2024, Miss M took out a car insurance policy through a price comparison website wit... (3 pages)View decision -
Decision Reference DRN-5683344
10 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5683344 The complaint A company, which I’ll refer to as T, complains that Monzo Bank Ltd (“Monzo”) won’t reimburse the funds it lost to a scam. Mr L, who is a director of T, brings the complaint on T’s behalf. As Mr L fell victim to the scam, for ease I have referred to him through... (5 pages)View decision -
Decision Reference DRN-5213444
10 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5213444 The complaint Miss R is unhappy that Wise Payments Limited (“Wise”) will not refund her money that she lost, after she fell victim to an Authorised Push Payment (APP) scam. Miss R brought her complaint to this service through a representative. For ease of reading, I will re... (3 pages)View decision -
Decision Reference DRN-5618592
10 Jul 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5618592 The complaint Mr J complains about the manner in which Fortegra Europe Insurance Company Ltd (Fortegra) handled a claim on his breakdown assistance insurance policy. Reference to Fortegra includes its agents which handled Mr J’s claim. What happened There were a number of in... (3 pages)View decision -
Decision Reference DRN-5563205
10 Jul 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5563205 The complaint Mr B complains Advantage Insurance Company Limited (‘Advantage’) unfairly caused him to have to cancel his car insurance policy and about the resulting fees from this. What happened Mr B held a car insurance policy provided by Advantage. His policy most recent... (3 pages)View decision -
Decision Reference DRN-5567007
10 Jul 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5567007 The complaint Mr W complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr W applied for a Vanquis credit card in February 2014. Mr W gave an income of £24,500 in his applicat... (3 pages)View decision -
Decision Reference DRN-5053460
10 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5053460 The complaint Mr K complains that Revolut Ltd won’t refund money he says he lost when he was a victim of an investment scam. Mr K is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refe... (7 pages)View decision -
Decision Reference DRN-5663024
10 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5663024 The complaint Mr M complains that Barclay Bank UK PLC (Barclays) should pay him compensation for not being able to use his bank card. What happened In early April, Mr M attempted to use his bank card to pay for bus travel. However, the card was declined a number of times ove... (2 pages)View decision
