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-5697445
7 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5697445 The complaint Mr G has complained that U K Insurance Limited trading as Privilege (UKI) unfairly declined a claim under his home insurance policy. References to UKI include companies acting on its behalf. What happened Mr G contacted UKI to make a claim when the decorative... (3 pages)View decision -
Decision Reference DRN-5702942
7 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5702942 The complaint The director of L, a limited company, has complained about the time an application for a re- mortgage with Lloyds Bank PLC took. In settlement of the complaint L requests that Lloyds pay the additional costs it incurred from the existing lender due to being una... (4 pages)View decision -
Decision Reference DRN-5655696
7 Aug 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5655696 The complaint Miss U complains about how her insurer, Admiral Insurance (Gibraltar) Limited (Admiral) valued her vehicle as a total loss following an accident. Any reference to Admiral in this decision includes their agents. What happened In October 2024 Miss U’s vehicle w... (4 pages)View decision -
Decision Reference DRN-5735459
7 Aug 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5735459 The complaint Mrs P’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deci... (15 pages)View decision -
Decision Reference DRN-5740682
7 Aug 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5740682 The complaint Mr M complains that an error with Zopa Bank Limited’s app meant that he missed a payment. Mr M is unhappy with the service he received when trying to resolve the issue. Mr M wants Zopa to amend his credit file and pay additional compensation. What happened Mr M... (5 pages)View decision -
Decision Reference DRN-5407817
7 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5407817 The complaint Mr A is unhappy National Westminster Bank PLC Ltd will not refund the money he lost as the result of an authorised push payment (APP) scam. Mr A brought his complaint through a representative, for ease of reading I will refer solely to Mr A in this decision. Wh... (4 pages)View decision -
Decision Reference DRN-5696122
7 Aug 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5696122 The complaint Mr C complains that Madison CF UK Limited trading as 118 118 Money sent him correspondence in error regarding a cancelled direct debit. When he contacted 118 118 Money via chat he was called an incorrect name. What happened On 1 March 2025 Mr C contacted 118 11... (2 pages)View decision -
Decision Reference DRN-5399257
7 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5399257 The complaint Mr E complains Wise Payments Limited closed his account without reason and have retained the account balance. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key event... (3 pages)View decision -
Decision Reference DRN-5732518
7 Aug 2025 Zurich Insurance PLC UpheldInsuranceDRN-5732518 The complaint C complains about how Zurich Insurance PLC handled a claim it made on its landlord insurance policy. Reference to Zurich includes its agents. What happened C owned the lease to a property and as such benefitted from an insurance policy with Zurich. When the pro... (3 pages)View decision -
Decision Reference DRN-5606153
7 Aug 2025 Euronet Payment Services Ltd Not upheldBanking and PaymentsDRN-5606153 The complaint Ms A complains that Euronet Payment Services Limited trading as Ria money transfer (Ria) delayed in making an overseas transfer to her brother. What happened On 6 March 2025 Ms A instructed Ria In the transfer of £25 to her brother overseas. The transfer was to... (2 pages)View decision
