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 381196 results
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Decision Reference DRN-5822424
25 Sep 2025 esure Insurance Limited Not upheldInsuranceDRN-5822424 The complaint Mrs W and Mr W complain about esure Insurance Limited (“EIL”) and their refusal to complete further repairs to their underground pipework, which they believe was caused by the work EIL undertook when replacing their septic tank. Mr W has acted as the main repre... (5 pages)View decision -
Decision Reference DRN-5840719
25 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5840719 The complaint Mr S is unhappy that Barclays UK Bank Plc (Barclays) won’t refund two payments he made, that he said were lost due to a purchase scam. What happened I won’t repeat everything that has happened to date in Mr S’s complaint because the details are well known to t... (4 pages)View decision -
Decision Reference DRN-5272440
25 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5272440 The complaint Mr B complains that Bank of Scotland plc trading as Halifax has declined to refund disputed transactions that were made from his account. What happened Between 20 and 24 June 2024, a number of transactions debited Mr B’s account to an online bookmaker totalling... (3 pages)View decision -
Decision Reference DRN-5840648
25 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5840648 The complaint Miss I complains that NewDay Ltd trading as Fluid lent irresponsibly when it approved her credit card application and later increased her credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional deci... (4 pages)View decision -
Decision Reference DRN-5840653
25 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5840653 The complaint Mrs A and Mr A complain Aviva Insurance Limited unfairly declined a claim made on their legal expenses insurance (LEI) policy. Any reference to Aviva includes the actions of its agents and claims handlers acting on its behalf. Because Mrs A is the policyholder ... (4 pages)View decision -
Decision Reference DRN-5667023
25 Sep 2025 FirstRand Bank Limited Not upheldConsumer CreditDRN-5667023 The complaint Ms C, who is represented by a third party, complains that FirstRand Bank Limited, trading as MotoNovo Finance Limited (‘MotoNovo’) irresponsibly granted her a car finance agreement she couldn’t afford to repay. What happened In April 2019, Ms C acquired a used... (3 pages)View decision -
Decision Reference DRN-5732450
25 Sep 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5732450 The complaint Mr M has complained that The Royal Bank of Scotland Plc “RBS” did not deal with his request for help when two car rental companies put payments through his account. What happened The circumstances leading up to this claim aren’t disputed so I’ve only briefly s... (4 pages)View decision -
Decision Reference DRN-5604401
25 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5604401 The complaint Mr A, on behalf of his limited company, M, complains that Monzo Bank Ltd has not refunded money he lost to what he believes was a scam. What happened M entered into a “dropshipping” agreement with a company which I’ll refer to as ‘X’. An initial deposit was pa... (3 pages)View decision -
Decision Reference DRN-5604389
25 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5604389 The complaint Mr A and Mrs S have complained that Barclays Bank UK PLC did not reimburse the £13,000 they say they lost to a scam. What happened Mr A and Mrs S entered into a “dropshipping” agreement with a company which I’ll refer to as ‘X’. They agreed to pay X £13,000 as... (3 pages)View decision -
Decision Reference DRN-5804935
25 Sep 2025 Cornish Mutual Assurance Company Limited Not upheldInsuranceDRN-5804935 The complaint Mr and Mrs M have complained that Cornish Mutual Assurance Company Limited (CMA) unfairly declined a claim for malicious damage under their let property owners policy. What happened Mr and Mrs M have had an ongoing dispute with the owner of an adjoining propert... (2 pages)View decision
