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 246785 results
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Decision Reference DRN-5653791
27 Jun 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5653791 The complaint Miss H complains that Watford Insurance Company Europe Limited unfairly declined a claim she made under her home insurance policy. Watford is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Watford ... (5 pages)View decision -
Decision Reference DRN-5555077
27 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5555077 The complaint Mr S has complained American Express Services Europe Limited, trading as American Express, won’t refund him for a transaction he believes he didn’t authorise. What happened Mr S raised a dispute with American Express in June 2024. He noted there was a pending d... (2 pages)View decision -
Decision Reference DRN-5528348
27 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5528348 The complaint Mr C complains that Barclays Bank UK PLC trading as Tesco Bank (“Tesco”) failed to refund transactions he didn’t recognise. What happened Mr C contacted Tesco after noticing two payments to the same bar had been taken from his account that he didn’t recognise. ... (3 pages)View decision -
Decision Reference DRN-5571500
27 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5571500 The complaint Mrs A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. Mrs A is represented in her complaint by professional representatives. What happened In September 2023 Monzo received a fraud report from anoth... (3 pages)View decision -
Decision Reference DRN-5650880
27 Jun 2025 Aviva Insurance Limited UpheldInsuranceDRN-5650880 The complaint Miss M complains about how Aviva Insurance Limited settled a claim she made on her commercial property insurance policy. Reference to Aviva includes its agents. What happened Miss M holds a commercial insurance policy with Aviva. After a tenant in one of her pr... (5 pages)View decision -
Decision Reference DRN-5570635
27 Jun 2025 Travelers Insurance Company Limited UpheldInsuranceDRN-5570635 The complaint A company, which I’ll refer to as D, complains that Travelers Insurance Company Limited declined a claim on D’s business protection insurance policy. Mr L, who is a director of D, brings the complaint on D’s behalf. What happened D hires out boats for customers... (3 pages)View decision -
Decision Reference DRN-5639704
27 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5639704 The complaint Mr and Mrs B’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) being party to an unf... (19 pages)View decision -
Decision Reference DRN-5636875
27 Jun 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5636875 The complaint Ms W complains about the outcome of a claim she made to Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance (“Novuna”) in respect of a kitchen order. What happened In May 2023, Ms W took out a fixed sum loan agreement with Novuna to pay for the sup... (3 pages)View decision -
Decision Reference DRN-5546676
27 Jun 2025 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5546676 The complaint Mr M complains that Home Retail Group Card Service Limited trading as Argos Financial Services (“Argos”) defaulted his loan agreement. What happened In June 2023, Mr M entered into a fixed sum loan agreement with Argos for the purchase of earbuds. He was requir... (3 pages)View decision -
Decision Reference DRN-5318835
27 Jun 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5318835 The complaint Mr W complains The Royal Bank of Scotland Plc (“RBS”) didn’t do enough to help get a refund for transactions taken from his debit card. What happened In August 2024, Mr W’s RBS debit card was charged five times by a car hire company. Mr W says he didn’t recogn... (2 pages)View decision
