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 381082 results
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Decision Reference DRN-5666797
3 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5666797 The complaint Mr and Mrs T have complained about the way their motor insurer, Admiral Insurance (Gibraltar) Limited (‘Admiral’), dealt with a claim they made on their policy. What happened I issued a provisional decision on this complaint last month where I said that I was ... (5 pages)View decision -
Decision Reference DRN-5320082
3 Jul 2025 Cater Allen Limited Not upheldBanking and PaymentsDRN-5320082 The complaint W is a company. It complains that Cater Allen Limited withheld a payment which was to be credited to its account. W is represented by one of its directors, whom I’ll call “Mr J”. What happened W has a business account with Cater Allen. On 5 August 2024 it recei... (3 pages)View decision -
Decision Reference DRN-5523969
3 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5523969 The complaint Mr T is unhappy that Bank of Scotland trading as Halifax won’t refund money he says he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons ... (2 pages)View decision -
Decision Reference DRN-5666297
3 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5666297 The complaint Mr B complains that Monzo Bank Ltd (‘Monzo’) registered a Cifas marker against him without due cause. What happened I wrote to both parties in May 2025 to outline my initial thoughts on the complaint, as I was minded to come to a different outcome to our invest... (4 pages)View decision -
Decision Reference DRN-5664223
3 Jul 2025 Assetz SME Capital Limited Not upheldInvestmentsDRN-5664223 The complaint Mr C complains Assetz SME Capital Limited (“Assetz”) has introduced an unfair fee on his crowdfunding account. What happened In December 2023, Assetz announced that it had decided to close its retail platform and conduct a solvent run-off of its retail loan bo... (14 pages)View decision -
Decision Reference DRN-5605161
3 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5605161 The complaint Miss N complains Lloyds Bank plc (‘Lloyds’) sent her a redesigned credit card, which she thinks is unfit for purpose. Miss N’s also concerned about the way Lloyds engaged with her about this issue. Miss N would like a new credit card to be issued to her and fo... (2 pages)View decision -
Decision Reference DRN-5639420
3 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5639420 The complaint The estate of Mr H complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened The late Mr H applied for an Aqua credit card in November 2012 and said he had an i... (4 pages)View decision -
Decision Reference DRN-5471785
3 Jul 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5471785 The complaint Mr S complains Vanquis Bank Limited (“Vanquis”) lent to him irresponsibly. Mr S is represented by a professional third party, but for ease of reference, I’ll mostly refer to Mr S throughout. What happened In February 2019 Mr S applied for a credit card with V... (4 pages)View decision -
Decision Reference DRN-5596408
3 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5596408 The complaint Mr E complains Aviva Insurance Limited (Aviva) required him to include VAT as part of the sum insured on his home insurance policy. Mr E is being represented in this complaint, but for ease I will refer to Mr E throughout. What happened The events of this compl... (3 pages)View decision -
Decision Reference DRN-5666424
3 Jul 2025 AXA Insurance Designated Activity Company Not upheldInsuranceDRN-5666424 The complaint Mr C complains about the service he’s received from his car insurer, AXA Insurance Designated Activity Company (AXA). What happened Mr C had car insurance with AXA. Mr C was involved in an accident when a third-party driver hit his car causing significant damag... (2 pages)View decision
