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 381195 results
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Decision Reference DRN-5765789
18 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5765789 The complaint Mr M complains that Santander UK Plc have treated him unfairly in withholding his funds, restricting access to his accounts preventing him paying mortgage arrears and asking for information regarding the funds in the account. Santander then closed the account i... (4 pages)View decision -
Decision Reference DRN-5742160
18 Sep 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5742160 The complaint A limited company, which I will refer to as F, complains about the decision by Accredited Insurance (Europe) Ltd to decline its professional indemnity insurance claim. What happened The following is intended only as a summary of the events. Additionally, althou... (3 pages)View decision -
Decision Reference DRN-5512630
18 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5512630 The complaint Mr B complains Monzo Bank Limited unfairly blocked and closed his account as it believed he was the victim of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the k... (3 pages)View decision -
Decision Reference DRN-5812392
18 Sep 2025 Covea Insurance plc UpheldInsuranceDRN-5812392 The complaint Mrs H has complained about the way Covea Insurance plc has handled a claim under her residential landlord insurance policy. References to Covea in this decision include its agents. What happened Mrs H owns a buy to let flat. She took out a residential landlor... (3 pages)View decision -
Decision Reference DRN-5709178
18 Sep 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5709178 The complaint Ms V is unhappy with the balance of her running credit account that Shop Direct Finance Company Limited trading as very (“very”) say she owes. What happened In August 2024, Ms V opened an account with very. After making purchases, Ms V returned some of the item... (2 pages)View decision -
Decision Reference DRN-5726953
18 Sep 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5726953 The complaint Mr L complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (Barclays) unfairly continued to report a default with Credit Reference Agencies (CRAs), following the successful completion of an Individual Voluntary Arrangement (IV... (2 pages)View decision -
Decision Reference DRN-5772457
18 Sep 2025 INSURE & GO INSURANCE SERVICES LIMITED UpheldInsuranceDRN-5772457 The complaint Mr O complains about how INSURE & GO INSURANCE SERVICES LIMITED (“Insure & Go”) administered his travel insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus... (2 pages)View decision -
Decision Reference DRN-5772386
18 Sep 2025 Volvo Car UK Limited Not upheldConsumer CreditDRN-5772386 The complaint Mr Y complains about charges applied by Volvo Car UK Limited at the end of a car hire agreement. What happened In March 2022, Mr Y was supplied with a new car through a hire agreement with Volvo. He made an advance payment of £489 followed by 36 monthly hire pa... (4 pages)View decision -
Decision Reference DRN-5814299
18 Sep 2025 The New India Assurance Company Limited Not upheldInsuranceDRN-5814299 The complaint Mrs B, trading as N, complains about the decline of her business interruption claim, made as a result of the COVID-19 pandemic, by The New India Assurance Company Limited. What happened The following is intended only as a summary of the events. Additionally, ev... (3 pages)View decision -
Decision Reference DRN-5518082
18 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5518082 The complaint Mr and Mrs C complain Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund the money they say they lost to an investment scam. What happened Mr and Mrs C made a payment of £25,000 in February 2019 towards a property development investment that they... (3 pages)View decision
