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 369227 results
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Decision Reference DRN-5468360
23 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5468360 The complaint Mr F complains about the settlement that U K Insurance Limited (UKI) offered him for the total loss of his car following a claim made on his motor insurance policy. He’s also unhappy with its level of service. He wants the true value of his car and compensation... (3 pages)View decision -
Decision Reference DRN-5530102
23 Jun 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5530102 The complaint Mr and Mrs C are unhappy that Aviva Insurance Limited declined their private medical insurance claim. What happened The background to this complaint is well-known to both parties. So, I’ve simply set out a summary of what I think are the key events. Mr and Mrs... (3 pages)View decision -
Decision Reference DRN-5596023
23 Jun 2025 FirstRand Bank Limited UpheldConsumer CreditDRN-5596023 The complaint Mr H complains that FirstRand Bank Limited trading as MotoNovo Finance (‘MotoNovo’) irresponsibly entered into a hire purchase agreement with him. He says MotoNovo failed to check he could make repayments under the agreement sustainably. Mr H also raises conce... (4 pages)View decision -
Decision Reference DRN-5204063
23 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5204063 The complaint Mr Z complains that Lloyds Bank PLC won’t refund money he lost as a result of a scam. Mr Z is represented, but for ease, I have referred to comments made by his representative as though Mr Z himself made them. What happened The details of this complaint are wel... (3 pages)View decision -
Decision Reference DRN-5634083
23 Jun 2025 Guavapay Limited UpheldBanking and PaymentsDRN-5634083 The complaint Mr W has complained that he was unable to use his Guavapay Limited (“Guavapay”) payment card due to issues with his PIN. Mr W also complained that he referred his son for a Guavapay card but the referral bonus wasn’t paid to him, despite his son setting up a Gu... (3 pages)View decision -
Decision Reference DRN-5625293
23 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5625293 The complaint Miss W complains that National Westminster Bank Plc wrongly said she was a joint account holder with her late mother despite a power of attorney being in place for her. What happened Miss W explains that she received a power of attorney to her mother’s account.... (3 pages)View decision -
Decision Reference DRN-5203973
23 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5203973 The complaint Mr Z complains that Revolut Ltd won’t refund money he lost as a result of a scam. Mr Z is represented, but for ease, I have referred to comments made by his representative as though Mr Z himself made them. What happened The details of this complaint are well kn... (3 pages)View decision -
Decision Reference DRN-5601884
23 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsThe complaint Mr C complains that Nationwide Building Society didn’t tell him whether an account switching payment would be taxable and that it gave him internet links that didn’t work. What happened Nationwide said Mr C opened an online chat with it on 25 September 2024 and asked about th... (2 pages)View decision -
Decision Reference DRN-5624320
23 Jun 2025 Avantia Insurance Limited UpheldInsuranceThe complaint Mr G and Mrs G complain about Avantia Insurance Limited trading as HomeProtect (“HomeProtect”) for giving them unclear information and leaving them concerned about their level of insurance. They want Avantia to compensate them for their distress and inconvenience. What happen... (3 pages)View decision -
Decision Reference DRN-5617598
23 Jun 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5617598 The complaint Ms E complains Metro Bank PLC told a retailer she uses incorrect information about her reclaiming a payment she made. What happened Ms E disputed some payments, but Metro made a mistake and disputed a payment Ms E had willingly made. The payment was to a jewe... (3 pages)View decision
