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-5571370
1 Sep 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5571370 The complaint Mr H complains about how Inter Partner Assistance SA (IPA) dealt with and settled a claim he made under his home emergency insurance policy. What happened Mr H holds a home emergency policy, which is underwritten by IPA. On 2 January 2025, Mr H used IPA’s onl... (4 pages)View decision -
Decision Reference DRN-5399402
1 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5399402 The complaint Miss M complains Monzo Bank Ltd has not dealt fairly with her chargeback request and closed her account. She is also unhappy about the amount of time it took Monzo to release her closing balance. What happened Miss M had an account with Monzo which she opened ... (3 pages)View decision -
Decision Reference DRN-5576973
1 Sep 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5576973 The complaint Mr M’s representative complained that Scottish Widows Limited (SW) failed to pay Mr M enough to reflect the various errors that had occurred when it came to arranging and paying Mr M’s pension benefits. What happened In late 2024 Mr M explored with the assista... (5 pages)View decision -
Decision Reference DRN-5548565
1 Sep 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5548565 The complaint Ms P is unhappy that J.P. Morgan Europe Limited trading as Chase haven’t refunded money she lost as a result of a scam. Ms P is being represented by a professional representative but for ease of reading I’ll only refer to Ms P in the decision. What happened T... (3 pages)View decision -
Decision Reference DRN-5548556
1 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5548556 The complaint Ms P is unhappy that Bank of Scotland plc trading as Halifax haven’t refunded money she lost as a result of a scam. Ms P is being represented by a professional representative but for ease of reading I’ll only refer to Ms P in the decision. What happened The d... (3 pages)View decision -
Decision Reference DRN-5676636
1 Sep 2025 esure Insurance Limited UpheldInsuranceDRN-5676636 The complaint Mr A complains about how esure Insurance Limited (‘esure’) handled a claim made on his car insurance policy including the total loss valuation it placed on his car and a poor standard of communication. What happened In December 2024 Mr A contacted esure to mak... (4 pages)View decision -
Decision Reference DRN-5621593
1 Sep 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5621593 The complaint Mr R and Mrs R complain Acromas Insurance Company Limited (Acromas) unfairly settled Mrs R’s claim on her motor insurance policy after his car was classed as a total loss. And it incorrectly told them the car was able to be inspected by the main dealer. Refere... (4 pages)View decision -
Decision Reference DRN-5732981
1 Sep 2025 LeasePlan UK Limited Not upheldConsumer CreditDRN-5732981 The complaint Mrs P complains about end of term charges she was asked to pay by LeasePlan UK Limited. trading as Leaseplan. 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 key events... (2 pages)View decision -
Decision Reference DRN-5636441
1 Sep 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5636441 The complaint Mr M is unhappy with customer service provided in relation to a credit card with Capital One (Europe) plc. What happened Mr M spoke to Capital One about his credit card on 24 January 2025 on the phone. Mr M was unhappy with the call. He said nothing was done t... (3 pages)View decision -
Decision Reference DRN-5446420
1 Sep 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5446420 The complaint Miss G has complained that Loans 2 Go Limited trading as Loans 2 Go unfairly provided her with a loan What happened On 01 July 2019, Miss G entered into a loan agreement with Loans 2 Go as shown below: Date Amount of credit Term Monthly paymentTotal repayabl... (3 pages)View decision
