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 370902 results
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Decision Reference DRN-5505378
30 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5505378 The complaint Mr H complains Santander UK Plc didn’t intervene when he made two large payments to a gambling company and then failed to support him. What happened Mr H was experiencing a downturn in his mental health, and he made two large card payments to a gambling site,... (5 pages)View decision -
Decision Reference DRN-5535730
30 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5535730 The complaint Mr R and Mrs D complain about Aviva Insurance Limited’s (“Aviva”) decision to decline their claim for damage due to water ingress, under their home building’s insurance policy. I’ll refer to Mr R in my decision for ease. References to Aviva include its agents. ... (4 pages)View decision -
Decision Reference DRN-5482381
30 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5482381 The complaint Mr W complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In September 2023, Mr W saw a car he was interested in buying listed on an online marketplace. He contacted the seller and arranged to view it in ... (2 pages)View decision -
Decision Reference DRN-5482372
30 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5482372 The complaint Mr W complains that Lloyds Bank PLC won’t refund the money he lost when he was the victim of a scam. What happened In September 2023, Mr W saw a car he was interested in buying listed on an online marketplace. He contacted the seller and arranged to view it in... (2 pages)View decision -
Decision Reference DRN-5592605
30 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5592605 The complaint Mrs S is unhappy that Aviva Insurance Limited have declined a claim she made on a group private medical insurance policy. What happened Mrs S is the beneficiary of a group private medical insurance policy. She claimed on the policy for treatment of endometriosi... (2 pages)View decision -
Decision Reference DRN-5076111
29 May 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5076111 The complaint Miss J has complained that she is unhappy that Moneybarn No. 1 Limited, trading as Moneybarn, (“Moneybarn”), terminated a conditional sale contract on a car she acquired in December 2023. What happened Miss J acquired a used Ford in December 2023, using a cond... (4 pages)View decision -
Decision Reference DRN-5570000
29 May 2025 U K Insurance Limited UpheldInsuranceDRN-5570000 The complaint Mr L complains that UK Insurance Limited trading as Churchill (‘UKI’) failed to send him important documents about his motor insurance policy. What happened Mr L had a UKI motor insurance policy but didn’t renew it in June 2024. In August 2024, he asked UKI to ... (2 pages)View decision -
Decision Reference DRN-5156601
29 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5156601 The complaint Mr B has complained that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened In late 2023, Mr B was contacted by a scammer posing as a recruiter. They recruited him to a spoofed company, where he was given an account on t... (4 pages)View decision -
Decision Reference DRN-5261560
29 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5261560 The complaint Mr A complains that HSBC UK Bank Plc won’t refund the money he lost in a cryptocurrency investment scam. Mr A is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is well known t... (5 pages)View decision -
Decision Reference DRN-5021755
29 May 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5021755 The complaint Mr A is complaining about the quality of the car supplied to him by Oodle Financial Services Limited (“Oodle”) What happened Mr A acquired a used car through a hire purchase agreement in July 2023. The car was around eight years old at the time it was supplied ... (4 pages)View decision
