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 381082 results
-
Decision Reference DRN-5671803
26 Aug 2025 One Insurance Limited UpheldInsuranceDRN-5671803 The complaint Mr S complains One Insurance Limited (One Insurance) provided a poor level of service and a delay after he made a claim on his motor insurance policy. What happened Mr S made a claim on his motor insurance policy after he was involved in an incident with a thi... (2 pages)View decision -
Decision Reference DRN-5636832
26 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5636832 The complaint Mr I is unhappy Monzo Bank Ltd (‘Monzo’) haven’t agreed a chargeback for a purchase he made using his debit card. What happened In July 2024, Mr I made a transaction to an online clothing retailer for £577.60. After Mr I received the items, he decided he no lo... (3 pages)View decision -
Decision Reference DRN-5683193
26 Aug 2025 Golden Charter Limited Not upheldFuneral Planning ServicesDRN-5683193 The complaint Mr B is unhappy that his pre-paid funeral plan provider, Golden Charter Limited, won’t appoint his preferred funeral director to carry out his funeral. He’s also unhappy that if he were to cancel his plan, Golden Charter would refund him less than he paid. Wha... (3 pages)View decision -
Decision Reference DRN-5553816
26 Aug 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5553816 The complaint Miss M complains that Lowell Portfolio I Ltd (Lowell) are pursuing her for a debt they haven’t proven is valid and owing. What happened Miss M’s complaint centres around a loan account in Miss M’s name that was taken with a bank – I’ll refer to as N. The loan a... (4 pages)View decision -
Decision Reference DRN-5765133
26 Aug 2025 Canada Life Limited Not upheldInsuranceDRN-5765133 The complaint Mr P is unhappy that Canada Life Limited (Canda Life) declined a claim on his employer’s income protection policy. What happened Mr P is the beneficiary of his employer’s group income protection scheme. Mr P made a claim as he was experiencing a number of sympt... (3 pages)View decision -
Decision Reference DRN-5773457
26 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5773457 The complaint and background Mr B complains that Bank of Scotland plc trading as Halifax won’t reimburse the money he lost when he fell victim to a scam. Our investigator didn’t uphold the complaint. Although he found Halifax should have enquired about one of the payments, h... (3 pages)View decision -
Decision Reference DRN-5598916
26 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5598916 The complaint Mrs T has complained Clydesdale Bank plc, trading as Virgin Money, failed in any safeguarding of her expenditure when she spent on gaming sites in 2024-25. What happened Mrs T is represented in her complaint by her husband. For ease I will refer to both through... (3 pages)View decision -
Decision Reference DRN-5776506
26 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5776506 The complaint X complains about excess mileage charges BMW Financial Services (GB) Limited (BMWFS) asked him to pay at the end of his finance agreement and about adverse reports they have been making to his credit file. What happened I issued a provisional decision on this c... (4 pages)View decision -
Decision Reference DRN-5206837
26 Aug 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5206837 The complaint Mrs S complains that AmTrust Specialty Limited refused to provide her with subsidence cover under her home insurance policy. Mrs S is represented by solicitors in this complaint. For ease, I’ll refer to anything said by her representatives as being said by Mrs ... (2 pages)View decision -
Decision Reference DRN-5606964
26 Aug 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5606964 The complaint Mrs A has complained that Domestic & General Insurance Plc (D & G) incorrectly cancelled a repair and replacement policy for her TV, and she had to take out a new policy which was more costly. What happened In February 2025 Mrs A called D&G about o... (2 pages)View decision
