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 381082 results
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Decision Reference DRN-5491216
4 Aug 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5491216 The complaint Mr G has complained that Aviva Insurance Limited declined two claim he made under his property owners policy. What happened The background to this complaint is well known to the parties. In summary Mr G made two claims – a storm claim in February 2024 and a the... (2 pages)View decision -
Decision Reference DRN-5643759
4 Aug 2025 Gemcabin Limited Not upheldConsumer CreditDRN-5643759 The complaint Ms U has complained that Gemcabin Limited trading as Nathan & Co has wrongfully disposed of her assets, which she had pawned. What happened Ms U pawned a number of items with Gemcabin. This is in essence, and in very simple terms, a ‘loan’, which attracts ... (1 page)View decision -
Decision Reference DRN-5734891
4 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5734891 The complaint Mr M has complained that Bank of Scotland plc trading as Halifax unfairly blocked a payment transaction, and then took too long to unblock it. What happened On 27 February 2025, Mr M attempted to make a payment to a holiday company. Despite having already autho... (1 page)View decision -
Decision Reference DRN-5552117
4 Aug 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5552117 The complaint Mr A complains that AmTrust Specialty Limited “AmTrust” provided a poor service when he requested recovery of his vehicle, and that it sent an unqualified recovery agent, which caused him a financial loss as he had to arrange recovery at his own expense. What h... (3 pages)View decision -
Decision Reference DRN-5734796
4 Aug 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5734796 The complaint Mr S has complained that Fairscore Ltd trading as Updraft, added £3,500 in interest to his debt, before selling it to a debt collection agency. What happened Mr S took out a loan with Updraft. After a missed payment in the August, Updraft defaulted the account ... (2 pages)View decision -
Decision Reference DRN-5215161
4 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5215161 The complaint Mr S is unhappy that Monzo Bank Ltd will not refund £200 he lost as the result of a scam. What happened The background to this complaint is well known to both parties so I will not set it out in detail here. In summary, Mr S fell victim to a safe account scam. ... (4 pages)View decision -
Decision Reference DRN-5734050
4 Aug 2025 Fairscore Ltd UpheldConsumer CreditDRN-5734050 The complaint Mr J says Fairscore Ltd, trading as Updraft, irresponsibly lent to him. What happened Mr J took out four loans from Updraft as set out below. loandate valueterm monthly repayment 1 Nov-22£8,00060 months £197.40 2 Jun-23£4,00024 months £199.03 3 Dec-23£4,00024 m... (3 pages)View decision -
Decision Reference DRN-5734723
4 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5734723 The complaint Mr C has complained that AMERICAN EXPRESS SERVICES EUROPE LIMITED trading as American Express (‘Amex’) didn’t give him the welcome offer it had promoted. What happened Mr C received an email from Amex, promoting a new offer for a Gold Card. This specifically re... (1 page)View decision -
Decision Reference DRN-5688859
4 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5688859 The complaint Mr A complains about the way in which Barclays Bank UK Plc handled two chargeback requests. He has also complained that the bank closed his account and that it placed a CIFAS marker against his name. What happened Mr A had a loan with a different lender – not B... (2 pages)View decision -
Decision Reference DRN-5631741
4 Aug 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5631741 The complaint Mr S has complained about Metro Bank Limited’s (“Metro Bank”) handling of a request to transfer an ISA to another provider. What happened On 30 July 2024, Mr S applied to transfer his Metro Bank ISA to another provider. On 7 August 2024, Mr S says he received a... (5 pages)View decision
