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-5703584
4 Aug 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5703584 The complaint Mrs W complains that Advantage Insurance Company Limited declined her claim on her motor insurance policy following the theft of her car. She wants it to pay for her car to be repaired, compensate her for the lost contents, and compensate her for her time, dist... (3 pages)View decision -
Decision Reference DRN-5733017
4 Aug 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5733017 The complaint Mr B complains that The Co-operative Bank Plc (Co-op) unfairly closed his account. What happened Mr B was subject to fraud on his Co-op account that resulted in the loss of funds. His account was eventually put right, but The Co-op decided not to renew his acco... (3 pages)View decision -
Decision Reference DRN-5732693
4 Aug 2025 Lloyds Bank PLC UpheldConsumer CreditDRN-5732693 The complaint Miss G is unhappy that Lloyds Bank PLC has not refunded the repayments she made towards a loan she opened with it as part of a scam. What happened In June 2024 Miss G fell victim to a bank impersonation scam. As part of this, on 12 June 2024, she was misled by the... (3 pages)View decision -
Decision Reference DRN-5574389
4 Aug 2025 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-5574389 The complaint Mr S is complaining about the way Financial & Legal Insurance Company Ltd (‘FL’) has handled a claim he made on his pet insurance policy. Another business has handled the claim on FL’s behalf. But, for ease of reference, any reference to FL includes actions... (3 pages)View decision -
Decision Reference DRN-5302828
4 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5302828 The complaint Miss M complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds she lost when she fell victim to a scam. What happened Miss M says that she was selling an item on a platform she was using for the first time and received a message with a link. She then... (3 pages)View decision -
Decision Reference DRN-5732920
4 Aug 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5732920 The complaint Mr C’s complaint is about the rejection of a claim under his legal expense insurance cover with AmTrust Specialty Limited. AmTrust is the underwriter of this policy, actions of the agents it uses to deal with claims and complaints on its behalf. As AmTrust has ... (4 pages)View decision -
Decision Reference DRN-5719302
4 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5719302 The complaint Mr H complains that HSBC Bank UK Plc (“HSBC”) didn’t make an incentive that was attached to his credit card clear enough. What happened Mr H had a credit card with HSBC. In 2025 HSBC introduced a promotional offer called ‘Make your everyday spend pay’. Mr H op... (2 pages)View decision -
Decision Reference DRN-5642971
4 Aug 2025 esure Insurance Limited UpheldInsuranceDRN-5642971 The complaint Mr E complains about how esure Insurance Limited handled a claim made on his motor insurance policy. He wants compensation for his distress and inconvenience and the financial impact caused by delays in settling the claim. What happened Mr E’s car was damaged i... (2 pages)View decision -
Decision Reference DRN-5686753
4 Aug 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5686753 The complaint Mr D, a sole trader, complains about the cancellation of his commercial motor insurance policy by Haven Insurance Company Limited. What happened Both parties are aware of the circumstances of this complaint. So, the following is intended only as a summary. Addi... (4 pages)View decision -
Decision Reference DRN-5280979
4 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5280979 The complaint Miss V complains that a car supplied to her under a hire purchase agreement with Black Horse Limited was of an unsatisfactory quality. What happened In May 2024, Miss V was supplied with a used car through a hire purchase agreement with Black Horse. The cash pr... (4 pages)View decision
