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 380824 results
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Decision Reference DRN-5740365
19 Aug 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5740365 The complaint Miss R has complained that Acromas Insurance Company Limited unreasonably refused to pay her claim under her Parts and Garage insurance policy. What happened Miss R bought this policy on 21 October 2024 in connection with her AA breakdown policy. For this Part... (4 pages)View decision -
Decision Reference DRN-5659623
19 Aug 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5659623 The complaint Mr S’ complaint is about a claim he made on his ARAG Legal Expenses Insurance Company Limited (‘ARAG’) which ARAG declined to cover. Mr S says ARAG treated him unfairly. In this decision, all references to ARAG include their claims handlers. What happened Mr S... (3 pages)View decision -
Decision Reference DRN-5577748
19 Aug 2025 Monzo Bank Ltd Not upheldConsumer CreditDRN-5577748 The complaint Mr R complains that Monzo Bank Ltd (“Monzo”) didn’t complete adequate affordability checks and had it done so, it would have seen the loan offered and advanced to him (by it) was unaffordable. Mr R says he was in financial difficulty at the relevant time and h... (3 pages)View decision -
Decision Reference DRN-5551567
19 Aug 2025 Lendable Ltd UpheldConsumer CreditDRN-5551567 The complaint Mr F has complained about the information Lendable Ltd recorded on his credit file. What happened My provisional decision of 22 July 2025 set out the background to this complaint: “In January 2020, Lendable accepted reduced repayments towards Mr F’s loan accoun... (3 pages)View decision -
Decision Reference DRN-5731166
19 Aug 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5731166 The complaint Ms G and Mr H are unhappy that Astrenska Insurance Limited trading as Collinson Insurance partially settled their claim when Ms G became too unwell to travel. What happened Ms G and Mr H bought a single trip travel insurance policy from Astrenska in January 202... (4 pages)View decision -
Decision Reference DRN-5731107
19 Aug 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5731107 The complaint Mr B has complained that AMERICAN EXPRESS SERVICES EUROPE LIMITED trading as American Express (‘Amex’) unfairly declined his claim under section 75 of the Consumer Credit Act 1974. What happened In May 2022, Mr B used his Amex credit card to buy three LPWAN Cry... (3 pages)View decision -
Decision Reference DRN-5671665
19 Aug 2025 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-5671665 The complaint Mr R complains about a car supplied to him using a hire purchase agreement taken out with MI Vehicle Finance Limited (“MIVF”). What happened In February 2023, Mr R acquired a used car using a hire purchase agreement with MIVF. The car was around five years old... (5 pages)View decision -
Decision Reference DRN-5642461
19 Aug 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5642461 The complaint Mr M complains about Watford Insurance Company Europe Limited (Watford) cancelling his motor insurance and declining claims for two accidents because he didn’t tell them about a change in his occupation. Any reference to Watford in this decision includes their... (5 pages)View decision -
Decision Reference DRN-5327586
19 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5327586 The complaint Ms L complains that Revolut Ltd didn’t do enough to prevent her losing money to a scam. Ms L has used a representative to bring her complaint. But, for ease of reading, I’ll mostly just refer to Ms L herself where I also mean the representative. What happened... (4 pages)View decision -
Decision Reference DRN-5082597
19 Aug 2025 abrdn Fund Managers Limited UpheldInvestmentsDRN-5082597 The complaint Mrs K has complained that abrdn Fund Managers Limited (‘abrdn’) caused her unnecessary expense when selling her stocks and shares ISA and her withdrawal of the proceeds. What happened Mrs K had been a customer of abrdn since 2004. In April 2024 she decided to ... (4 pages)View decision
