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-5814909
23 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5814909 The complaint Miss H complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss H applied for an Aqua credit card in June 2021. In her application, Miss H said she was em... (3 pages)View decision -
Decision Reference DRN-5809029
23 Sep 2025 First Complete Limited UpheldInsuranceDRN-5809029 The complaint Mr and Mrs H, Mrs M and Mr M complain that, during the process of placing their life policy in trust, an appointed representative of First Complete Limited, trading as PRIMIS Mortgage Network (“PRIMIS”), sent their personal details to an unauthorised third part... (3 pages)View decision -
Decision Reference DRN-5465255
23 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5465255 The complaint Mrs R is unhappy that Bank of Scotland Plc trading as Halifax won’t refund payments she made because of a purchase scam. What happened In summary, Mrs R looked into the possibility of investing in a new build property in another country. She carried out resear... (4 pages)View decision -
Decision Reference DRN-5810101
23 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5810101 The complaint Mr O complains Revolut Ltd (“Revolut”) hasn’t refunded funds he says he lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mr O said he was contacted via a me... (4 pages)View decision -
Decision Reference DRN-5541976
23 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5541976 The complaint Ms O complains Monzo Bank Ltd has recorded her personal details with Cifas – a fraud prevention database - and won’t remove them. What happened On 18 January 2025, Ms O received a payment of £998 into her Monzo account. On the same day, Monzo received notifica... (3 pages)View decision -
Decision Reference DRN-5834255
23 Sep 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5834255 The complaint Mr B V complaint is about the refusal of a claim under the legal expenses section of his sole trader business insurance policy with The National Farmers' Union Mutual Insurance Society Limited (“NFUM”). NFUM is the underwriter of this policy, i.e. the insure... (4 pages)View decision -
Decision Reference DRN-5644324
23 Sep 2025 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-5644324 The complaint Mr L and Mrs L (Mr and Mrs L) complain about Liverpool Victoria Financial Services Limited declining a claim on their critical illness policy. What happened Mr and Mrs L took out a life and critical illness policy through a broker with LV in April 2018. Followi... (3 pages)View decision -
Decision Reference DRN-5821517
23 Sep 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5821517 The complaint Mrs T complains because Great Lakes Insurance UK Limited restricted cover under her travel insurance policy when she notified it about an upcoming medical procedure. All references to Great Lakes include the agents appointed to administer policies and handle co... (4 pages)View decision -
Decision Reference DRN-5601198
23 Sep 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5601198 The complaint Miss R complains Vanquis Bank Limited (Vanquis) failed to carry out adequate financial checks before it approved a credit card account for her. What happened Miss R says Vanquis approved a credit card account for her in February 2020 with a credit limit of £500... (3 pages)View decision -
Decision Reference DRN-5649337
23 Sep 2025 Airwallex (UK) Limited UpheldBanking and PaymentsDRN-5649337 The complaint H, a limited company, has complained Airwallex (UK) Limited won’t refund them for transactions they didn’t authorise. What happened In October 2024 staff at H received a call supposedly from Airwallex. This call was transferred to a member of staff (who I’ll ca... (3 pages)View decision
