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 385419 results
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Decision Reference DRN-5563531
2 Jul 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5563531 The complaint Mr M complains about AXA Insurance UK Plc (“AXA”) and their decision to decline the claim he made on his home insurance policy, following an escape of water which caused significant damage to his property. What happened The claim and complaint circumstances are... (6 pages)View decision -
Decision Reference DRN-5495947
2 Jul 2025 Equifax Limited Not upheldConsumer CreditDRN-5495947 The complaint Mr L complains Equifax Limited was reporting incorrect information on his credit file. What happened In 2023 Mr L was contacted by a utilities company, I’ll refer to as T, asking him to pay a bill for a property he no longer lived at. Mr L disputed this with T ... (4 pages)View decision -
Decision Reference DRN-5481444
2 Jul 2025 esure Insurance Limited Not upheldInsuranceDRN-5481444 The complaint Mr N complains that esure Insurance Limited (esure) unfairly avoided his motor insurance policy (treated it like it never existed) and refused to pay his claim. What happened Mr N took out a motor insurance policy with esure through a price comparison site. Whe... (3 pages)View decision -
Decision Reference DRN-5223841
2 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5223841 The complaint Miss M complains that Monzo Bank Ltd won’t refund money she lost when she was a victim of a scam. Miss M is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some k... (4 pages)View decision -
Decision Reference DRN-5204745
2 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5204745 The complaint Mr A is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr A fell victim to a cruel cryptocurrency recovery scam. He was contacted by the scammer, claimin... (2 pages)View decision -
Decision Reference DRN-5636460
2 Jul 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5636460 The complaint Mr S complains about the credit agreement he took out with MotoNovo Finance Limited (“MFL”) when he acquired a used car. He says he wasn’t told how interest would be charged under the agreement; how early repayments would affect the interest charged; and he doe... (4 pages)View decision -
Decision Reference DRN-5567250
1 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5567250 The complaint Mr C complains that HSBC UK Bank Plc charged a Late Payment Fee on his credit card. What happened Mr C holds a Premier World Elite Credit Card with HSBC. In August 2024 Mr C used the card to make a number of transactions totalling £4255.28. All of the transacti... (2 pages)View decision -
Decision Reference DRN-5552978
1 Jul 2025 Marks & Spencer Financial Services plc Not upheldConsumer CreditDRN-5552978 The complaint Mr B complains about the interest he’s been charged on a loan with Marks and Spencer Financial Services Plc trading as M&S Bank. What happened On 18 April 2024 Mr B entered into a fixed sum loan agreement with M&S Bank. The loan was for £15,750 over a t... (2 pages)View decision -
Decision Reference DRN-5632955
1 Jul 2025 Fairmead Insurance Limited Not upheldInsuranceDRN-5632955 The complaint Mr B is unhappy with the amount Fairmead Insurance Limited offered him after he accidentally broke his TV and claimed on his contents insurance. What happened Mr B accidentally broke his TV and made a claim on his contents insurance policy with Fairmead. Fair... (3 pages)View decision -
Decision Reference DRN-5541225
1 Jul 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5541225 The complaint Mr W complains that Zopa Bank Limited lent to him irresponsibly. What happened In April 2022 Mr W applied for a credit card with Zopa. Zopa approved the application and gave Mr W a card with an initial credit limit of £300. In October 2022 the credit limit was ... (4 pages)View decision
