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 386796 results
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Decision Reference DRN-5648362
1 Jul 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5648362 The complaint Mr K and Miss M complain that Inter Partner Assistance SA hasn’t settled a medical expenses claim they made on a travel insurance policy. As Mr K brought the complaint to us, I’ve referred mainly to him. What happened Mr K and Miss M were abroad with their fami... (4 pages)View decision -
Decision Reference DRN-5413732
1 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5413732 The complaint Mr O complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr O had an account with Monzo. In October 2024... (3 pages)View decision -
Decision Reference DRN-5625484
1 Jul 2025 MoneyGram International Limited UpheldBanking and PaymentsDRN-5625484 The complaint Mr C says MoneyGram International Limited hasn’t assisted him in recovering an international payment that he asked it to make for him. He says he’s lost out as a result. What happened Mr C used MoneyGram’s payment services to send money to his daughter in New Z... (3 pages)View decision -
Decision Reference DRN-5659748
1 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5659748 The complaint Mrs B complains that Nationwide Building Society didn’t do enough to prevent her from falling victim to a scam. She also doesn’t think they should’ve agreed a loan in her name. Mrs B has used a representative to help her with her complaint. But, for ease of re... (7 pages)View decision -
Decision Reference DRN-5659787
1 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5659787 The complaint Mr C 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 C fell victim to a cruel investment scam. After responding to an advert promoting cryptocurrenc... (7 pages)View decision -
Decision Reference DRN-5659587
1 Jul 2025 Covea Insurance plc Not upheldInsuranceDRN-5659587 The complaint Mr K complains about the amount Covea Insurance plc (Covea) have paid to settle a claim he made under his motor insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. In 2024 Mr K wa... (4 pages)View decision -
Decision Reference DRN-5604159
1 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5604159 The complaint Mr B is unhappy that Capital One (Europe) plc won't reclaim a payment from a merchant made via continuous payment authority using expired card details. What happened On 24 November 2024, a merchant took an annual service fee from Mr B's Capital One ac... (2 pages)View decision -
Decision Reference DRN-5557996
1 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5557996 The complaint Mrs B complains Admiral Insurance (Gibraltar) Limited (Admiral) caused damage to her car. And that it had unfairly charged for the recovery of the car. Admiral are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of... (3 pages)View decision -
Decision Reference DRN-5501493
1 Jul 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5501493 The complaint Mr I complains that Madison CF UK Limited trading as 118118 Money (‘118’) didn’t report his credit card payment arrangement fairly to the Credit Reference Agencies (‘CRAs’) and he’d like this to be rectified. What happened In April 2024 Mr I spoke with 118 and ... (2 pages)View decision -
Decision Reference DRN-5605394
1 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5605394 The complaint Mr W complains NewDay Ltd trading as Aqua (NewDay) failed to carry out sufficient financial checks before providing him with a credit card account and subsequently increased the credit limit on that account. What happened Mr W says NewDay approved a credit card... (3 pages)View decision
