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-5710925
7 Aug 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5710925 The complaint Mr C’s complained that Haven Insurance Company Limited unfairly declined the claim he made on his motor insurance policy after his car was stolen. What happened Mr C owned what he describes as a “hobby car”. For the most part, he kept this off the road. But th... (3 pages)View decision -
Decision Reference DRN-5267412
7 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5267412 The complaint Mr W complains that Monzo Bank Ltd (“Monzo”) didn’t do enough to protect him when he fell victim to a scam and hasn’t reimbursed him for his losses. What happened The details of this complaint are well known to both parties, so I won’t repeat them in full here.... (4 pages)View decision -
Decision Reference DRN-5495252
7 Aug 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5495252 The complaint Mr P complains that Royal & Sun Alliance Insurance Limited (RSA) unfairly declined a claim under his pet insurance policy. What happened The detailed background to this complaint is well known to both parties, so I’ll only summarise the key events here. M... (4 pages)View decision -
Decision Reference DRN-5247823
7 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5247823 The complaint Ms B complains about the way Monzo Bank Ltd Plc have treated her in respect of her financial difficulties. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events h... (4 pages)View decision -
Decision Reference DRN-5304676
7 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5304676 The complaint Mr O has complained that Revolut Ltd won’t refund money he says he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here in any detail. Instead, I will focus on giving the reasons for my ... (3 pages)View decision -
Decision Reference DRN-5700808
7 Aug 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5700808 The complaint Mr S is unhappy that American Express Services Europe Limited (“AmEx”) didn’t provide the amount of cashback he was expecting from a promotional offer. What happened Mr S signed up for an AmEx cashback offer which was advertised as providing 20% cashback up to ... (3 pages)View decision -
Decision Reference DRN-5640176
7 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5640176 The complaint Mr A complains about the service he received from Bank of Scotland trading as Halifax when he asked for help in getting a refund for a transaction paid on his debit card. What happened In October 2024, Mr A paid a deposit of £65 to his dentist, for an upcoming... (3 pages)View decision -
Decision Reference DRN-5741897
7 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5741897 The complaint Ms C complains that the policy followed by Bank of Scotland plc trading as Halifax for joint accounts left her vulnerable to financial abuse, by her former husband (Mr C). And that it didn’t have appropriate safeguards in place and failed in its duty to protect... (2 pages)View decision -
Decision Reference DRN-5721728
7 Aug 2025 Lendable Ltd Not upheldConsumer CreditDRN-5721728 The complaint Mr E complains that Lendable Ltd was irresponsible in its lending to him. He wants all interest and charges he has paid on his loans refunded along with statutory interest and any adverse information recorded about the loans removed from his credit file. What h... (3 pages)View decision -
Decision Reference DRN-5236320
7 Aug 2025 Hutchison 3G UK Limited Not upheldConsumer CreditDRN-5236320 The complaint Mr M complains about the balance of a fixed sum loan agreement he has with Hutchison 3G UK Limited trading as Three. What happened In April 2023, Mr M took out a fixed sum loan agreement with Three to pay for a brand new mobile telephone handset. I’ll call this... (3 pages)View decision
