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 381194 results
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Decision Reference DRN-5632157
18 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5632157 The complaint Mr G has complained about the way Bank of Scotland plc trading as Halifax (‘Halifax’) handled his request for a refund in relation to a payment he made using his credit card. What happened On 18 February 2024, Mr G, whilst on holiday abroad, purchased three tic... (4 pages)View decision -
Decision Reference DRN-5207219
18 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5207219 The complaint Mrs A complains that Monzo Bank Ltd won’t refund money she lost when she was a victim of a scam. Mrs A is represented by a firm I’ll refer to as ‘W’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some ke... (4 pages)View decision -
Decision Reference DRN-5290153
18 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5290153 The complaint Mr and Mrs N complained about Admiral Insurance (Gibraltar) Limited’s settlement of their motor insurance claim. Mr and Mrs N are both complainants, but as he’s been the main correspondent and for ease of reading, I’ve referred to only Mr N below. What happen... (4 pages)View decision -
Decision Reference DRN-5542660
18 Jun 2025 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5542660 The complaint Mrs M and Mr M complain that ARAG Legal Expenses Insurance Company Limited declined their claim for an emergency roof repair. What happened Mrs M and Mr M held an add on policy to their contents insurance to cover home emergency repairs which is underwritten b... (3 pages)View decision -
Decision Reference DRN-5630373
18 Jun 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5630373 The complaint Miss B complains that TSB Bank plc (‘TSB’) unfairly reported a default to her credit file over an unplanned overdraft of £38.80, when she’d not received correspondence about this. Miss B also complains that she wasn’t told her account was closed. Miss B wants ... (4 pages)View decision -
Decision Reference DRN-5561008
18 Jun 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5561008 The complaint Mr P complains that Vanquis Bank Limited lent to him irresponsibly. What happened On 4 January 2012, Mr P applied for a credit card with Vanquis. The card was approved with an initial credit limit of £500, which was subsequently increased as follows: Date Cred... (4 pages)View decision -
Decision Reference DRN-5375107
18 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5375107 The complaint Mr H is unhappy with how Nationwide Building Society handled a dispute for goods he bought using his debit card. What happened In October 2024 Mr H bought two gold bars online with a total value of around £6,800. Mr H says he received a parcel from the merchan... (3 pages)View decision -
Decision Reference DRN-5621098
18 Jun 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5621098 The complaint Mr K has complained about Zurich Insurance Company Ltd’s decision to decline his building insurance claim for a damaged roof. What happened On 9 December Mr K claimed for damage to his roof. Zurich declined the claim. Although it accepted there was a storm (an... (2 pages)View decision -
Decision Reference DRN-5472214
18 Jun 2025 Tandem Motor Finance Limited Not upheldConsumer CreditDRN-5472214 The complaint Mr L complains through a representative that Tandem Motor Finance Limited trading as 1st Stop Car Finance (“Tandem”) didn’t take reasonable steps to ensure he could afford the repayments towards a hire purchase agreement. Mr L also says the relationship was unf... (3 pages)View decision -
Decision Reference DRN-5109051
18 Jun 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5109051 The complaint Mr L complains about the quality of a used vehicle he acquired through a conditional sale agreement with Moneybarn No. 1 Limited (‘Moneybarn’). Mr L says that the van wasn’t of satisfactory quality, and it has needed to be repaired several times very soon after... (4 pages)View decision
