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-5499073
29 Jul 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5499073 The complaint Mr W complains about his motor insurance policy with Liverpool Victoria Insurance Company Limited (LV). He’s unhappy he thought the policy covered business use by any driver, when following an accident while the vehicle was being driven by his daughter, the po... (4 pages)View decision -
Decision Reference DRN-5577053
29 Jul 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5577053 The complaint Mr K is complaining about the way West Bay Insurance Plc has handled a claim he made on his car insurance policy. What happened In December 2023 Mr K’s car was damaged so he contacted West Bay to claim for the damage through his car insurance policy. The car we... (5 pages)View decision -
Decision Reference DRN-5722427
29 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5722427 The complaint Mr and Mrs B a director of C has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund the full amount of money they say they lost to a scam What happened The background to this complaint is well-known to both parties, so I won... (3 pages)View decision -
Decision Reference DRN-5721310
29 Jul 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5721310 The complaint Mr V complains that ReAssure Limited failed to respond to his queries about a pension plan that the firm had taken over from another regulated firm. What happened I issued a provisional decision on this complaint earlier this month. In that decision I explained... (4 pages)View decision -
Decision Reference DRN-5722559
29 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5722559 The complaint Mrs T’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna Consumer Finance (‘the Lender’), acted unfairly and unreasonably by (1) deciding against paying a claim made under Section 75 of the Consumer Credit Act 1974 (‘CCA’) and (2) ... (4 pages)View decision -
Decision Reference DRN-5722317
29 Jul 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5722317 The complaint Miss K complains that Clydesdale Bank trading as Virgin Money lent irresponsibly when it approved her credit card application. What happened Miss K applied for a Virgin Money credit card in in May 2022. In her application, Miss K said she was employed with an ... (3 pages)View decision -
Decision Reference DRN-5273256
29 Jul 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5273256 The complaint Mr H complains that Creation Consumer Finance Ltd overcharged him to settle a hire purchase agreement early. What happened In November 2023, Mr H was supplied with a car through a hire purchase agreement with Creation. The agreement was for £35,000 to be paid o... (2 pages)View decision -
Decision Reference DRN-5218486
29 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5218486 The complaint Mrs U complains that Revolut Ltd hasn’t fully refunded her after she was the victim of an elaborate investment scam. What happened Around September 2023 Mrs U found an investment company I’ll call ‘F’ on social media. She contacted F about the opportunity and w... (2 pages)View decision -
Decision Reference DRN-5488346
29 Jul 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5488346 The complaint Mr F’s complaint concerns his motor insurance policy underwritten by Advantage Insurance Company Limited. Reference to Advantage includes its agents. What happened In summary, Mr F had a motor insurance policy underwritten by Advantage. He was involved in an a... (3 pages)View decision -
Decision Reference DRN-5714550
29 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5714550 The complaint Mr G complains that Monzo Bank Ltd unreasonably declined to refund disputed transactions that debited his account after he was targeted in a nightclub overseas. He’d like the money refunded. What happened On 26 April 2025, Mr G says he was out at a nightclub... (6 pages)View decision
