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-5765085
5 Dec 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5765085 The complaint Mr D complains about information recorded on his credit file by Capital One (Europe) plc trading as Capital One. What happened Mr D had a credit card account with Capital One. In February 2025, Mr D began to experience financial difficulties with his outgoings ... (2 pages)View decision -
Decision Reference DRN-5796855
5 Dec 2025 Fairscore Ltd UpheldConsumer CreditDRN-5796855 The complaint Mr R says Fairscore Ltd, trading as Updraft, irresponsibly lent to him. What happened Mr R took out six loans from Updraft over a four-year period. After he complained to the lender about irresponsible lending, it upheld his complaint about the last loan. So h... (4 pages)View decision -
Decision Reference DRN-5970416
5 Dec 2025 Think Insure Limited Not upheldInsuranceDRN-5970416 The complaint Mr T’s complained – in his capacity as attorney for his mother, Mrs T – that Think Insure Limited (“TIL”) mis-sold Mrs T a life and critical illness policy. What happened In 2014, Mrs T used TIL to buy a life and critical illness policy from an insurer I’ll cal... (3 pages)View decision -
Decision Reference DRN-5835992
5 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5835992 The complaint Mr K complains that Admiral Insurance (Gibraltar) Limited (Admiral) refused to offer a partial refund of a motor insurance premium. What happened Mr K insured his car with Admiral. When he took out the policy, he said he’d cover around 15,000 miles per year. Un... (2 pages)View decision -
Decision Reference DRN-6001501
5 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-6001501 The complaint Miss B complained that Monzo Bank Ltd had failed to sort out problems she had when trying to access her account via Monzo’s mobile banking app. What happened Miss B, a Monzo customer, repeatedly faced issues accessing her account due to issues with her Persona... (4 pages)View decision -
Decision Reference DRN-5781827
5 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5781827 The complaint Mr W’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 ... (12 pages)View decision -
Decision Reference DRN-5978094
5 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5978094 The complaint Miss A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss A opened an account with Monzo in December 2023. In December 2024 Monzo received fraud reports from other banks about a num... (2 pages)View decision -
Decision Reference DRN-5999429
5 Dec 2025 Atlanta Insurance Intermediaries Limited UpheldInsuranceDRN-5999429 The complaint Mrs S complains Atlanta Insurance Intermediaries Limited trading as Swinton Insurance mis- sold her personal accident insurance. What happened The background to this complaint is set out in my provisional decision. In summary, Mrs S complained that Swinton mis-... (2 pages)View decision -
Decision Reference DRN-5904193
5 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5904193 The complaint Mr H has complained HSBC UK Bank plc won’t remove a fraud-related marker they’ve lodged in his name. What happened Mr H discovered a fraud-related marker in his name which HSBC had lodged. This was causing him increasing inconvenience in managing his finances. ... (2 pages)View decision -
Decision Reference DRN-6001510
5 Dec 2025 Allianz Insurance Plc Not upheldInsuranceDRN-6001510 The complaint Mr H complains that Allianz Insurance Plc declined a claim he made on his buildings insurance policy. Reference to Mr H or Allianz includes their respective representatives. What happened The circumstances of this complaint aren’t in dispute, so I’ll summaris... (5 pages)View decision