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 370149 results
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Decision Reference DRN-5627891
27 Jun 2025 Protector Insurance UK Not upheldInsuranceDRN-5627891 The complaint Miss B is unhappy with Protector Insurance UK (Protector) handling of her building insurance claim. What happened The details of this complaint are well known to both parties, so I won’t repeat them here in any detail. Instead, I’ll focus on the reasons for my... (3 pages)View decision -
Decision Reference DRN-5449809
27 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5449809 The complaint Mr A has complained HSBC UK Bank plc won’t remove a fraud-related marker they’ve lodged in his name. What happened Mr A made an application for a current account with HSBC in September 2024 which was turned down. He subsequently discovered HSBC had lodged a CIF... (2 pages)View decision -
Decision Reference DRN-5653362
27 Jun 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5653362 The complaint Mr W’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (16 pages)View decision -
Decision Reference DRN-5244285
27 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5244285 The complaint Mr A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In July 2024 Monzo closed the account Mr A held with them. They’d received a fraud report from another bank about a credit of £300... (3 pages)View decision -
Decision Reference DRN-5182998
27 Jun 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5182998 The complaint The estate of Mr C (‘the estate’) is represented by its Executor (‘E’). Mr C sadly passed away in 2023. E refers to life assurance policies, an endowment policy and a pension product associated with an annuity plan, all of which belonged to Mr C and were disco... (5 pages)View decision -
Decision Reference DRN-5653443
27 Jun 2025 Boon Brokers Limited UpheldInsuranceDRN-5653443 The complaint Miss H complains about the actions of Boon Brokers Limited when it sold her a home insurance policy. What happened In late 2021, Boon arranged home insurance for Miss H via an intermediary (“A”). The policy was renewed in October 2022. In October 2023, Miss H m... (10 pages)View decision -
Decision Reference DRN-5587201
27 Jun 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5587201 The complaint Mrs G complains about the quality of a new car that was supplied through a hire purchase agreement with Volkswagen Financial Services (UK) Limited (VWFS). What happened In May 2024, Mrs G acquired a new car through a hire purchase agreement with VWFS. The cash ... (3 pages)View decision -
Decision Reference DRN-5578184
27 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5578184 The complaint Mr M complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. Mr M is being represented by a third party. To keep things simple, I will refer to Mr M throughout my decision. What happened The background of this... (3 pages)View decision -
Decision Reference DRN-5583549
27 Jun 2025 esure Insurance Limited UpheldInsuranceDRN-5583549 The complaint Mrs P and Mr P complain about esure Insurance Limited’s (“esure”) liability decision following a claim against their car insurance policy. Mrs P has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refe... (3 pages)View decision -
Decision Reference DRN-5455023
27 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5455023 Complaint Miss G has complained about a credit card NewDay Ltd (trading as “Aqua”) provided to her. She says the credit card was irresponsibly provided as it was unaffordable for her. Background Aqua provided Miss G with a credit card with a limit of £450 in October 2022. T... (3 pages)View decision
