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 392389 results
-
Decision Reference DRN-6013856
11 Dec 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-6013856 The complaint Mrs G complains Liverpool Victoria Insurance Company Limited (LV) unfairly settled her claim on her motor insurance policy after her car was classed as a total loss. What happened Mrs G made a claim on her motor insurance policy after her car was damaged in an... (3 pages)View decision -
Decision Reference DRN-6016157
11 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6016157 The complaint Monzo Bank Ltd (‘Monzo’) provided Mr R with an overdraft in January 2020 with a limit of £750. The limit was increased once, in October 2021, to £1,000. Mr R says Monzo failed to monitor the overdraft for financial difficulty. What happened The details of this... (2 pages)View decision -
Decision Reference DRN-5865586
11 Dec 2025 Plata Finance Limited Not upheldConsumer CreditDRN-5865586 Complaint Miss B has complained about a loan Plata Finance Limited (“Plata”) provided to her. She says the loan was unaffordable and so shouldn’t have been provided. Background Plata provided Miss B with a loan for £2,000.00 in April 2024. This loan was due to be repaid in ... (3 pages)View decision -
Decision Reference DRN-5888576
11 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5888576 The complaint Mr H is unhappy that Aviva Insurance Limited haven’t settled a claim he made on his travel insurance policy. What happened Mr H fractured his ankle following a fall. He complains that Aviva considered his trip to have ended on his return to the UK and that he w... (3 pages)View decision -
Decision Reference DRN-5543190
11 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5543190 The complaint Mr E complains that Revolut Ltd will not reimburse funds he lost to a scam. What happened The background to this complaint is well known to both parties, so I will not repeat it in detail again here. In summary, between January 2025 and February 2025 Mr E made ... (2 pages)View decision -
Decision Reference DRN-5922022
11 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5922022 The complaint Mr E complains that Barclays Bank UK PLC (‘Barclays’) declined to reimburse him when he says he fell victim to an investment scam, losing him £60,000. What happened The circumstances of this complaint are well known to both parties, so I will not go into every ... (6 pages)View decision -
Decision Reference DRN-5798385
11 Dec 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5798385 The complaint Miss B is complaining about the way Liverpool Victoria Insurance Company Limited (LV) has handled a claim she made on her car insurance policy. Any reference to LV in this decision includes their agents. What happened In November 2024 Miss B was involved in an... (3 pages)View decision -
Decision Reference DRN-5831591
11 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5831591 The complaint Mr and Mrs S’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (11 pages)View decision -
Decision Reference DRN-5688982
11 Dec 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5688982 The complaint Mr D complains that Zopa Bank Limited trading as Zopa lent irresponsibly when it approved his credit card application. Mr D also complains that Zopa failed to identify his vulnerabilities and treated him unfairly. What happened Mr D applied for a Zopa credit c... (4 pages)View decision -
Decision Reference DRN-5712445
11 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5712445 The complaint Mr W complains that Monzo Bank Ltd closed his accounts. What happened Mr W had a current account and a flex account with Monzo. In March 2025, Monzo told Mr W that it had decided to close his current account. The account closed in May 2025. But Mr W says this m... (2 pages)View decision