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 128312 results
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Decision Reference DRN-5257286
4 Feb 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5257286 The complaint Mr H and Mrs H have complained that Accredited Insurance (Europe) Ltd (‘Accredited’) unfairly declined to deal with a claim under their home emergency policy. As Mr H mainly seemed to deal with the claim and complaint, for ease, I will normally only refer to h... (3 pages)View decision -
Decision Reference DRN-5305516
4 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5305516 The complaint Miss S complains that NewDay Ltd, trading as Aqua, irresponsibly provided her with credit. Miss S is supported in bringing this complaint by a representative. But for ease, I’ll refer to all submissions and actions as being those of Miss S herself. What happe... (3 pages)View decision -
Decision Reference DRN-5259388
4 Feb 2025 CIGNA Europe Insurance Company SA-NV UpheldInsuranceDRN-5259388 The complaint Mr F complains that CIGNA Europe Insurance Company SA-NV cancelled his private medical insurance policy from the outset. What happened In summary, in October and November 2023, Mr F’s mother called CIGNA on his behalf and took out a private medical insurance p... (6 pages)View decision -
Decision Reference DRN-5306516
4 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5306516 The complaint Ms F complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by a scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to both part... (5 pages)View decision -
Decision Reference DRN-5306415
4 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5306415 The complaint Mrs A complains Revolut Ltd didn’t send her a customised debit card she had ordered and the customer service she received. What happened I sent the parties a provisional decision in January 2025, in which I set out the following background information to the co... (3 pages)View decision -
Decision Reference DRN-5306153
4 Feb 2025 Newcastle Building Society UpheldBanking and PaymentsDRN-5306153 The complaint M, a limited company, complains that Newcastle Building Society trading as Manchester Building Society (“Manchester”) didn’t provide prompt access to funds in its savings account when withdrawals were requested. Mr F brings this complaint on behalf of M. What h... (5 pages)View decision -
Decision Reference DRN-5306236
4 Feb 2025 AWP P&C S.A. UpheldInsuranceDRN-5306236 The complaint Mr R and Mr B complain that AWP P&C S.A. has voided their travel insurance policy. What happened Mr R and Mr B bought a single trip travel insurance policy on 21 April 2023, provided by AWP. The cover period was between 28 April 2023 and 27 October 2023. ... (4 pages)View decision -
Decision Reference DRN-4824883
4 Feb 2025 247 Money Group Limited UpheldConsumer CreditDRN-4824883 The complaint Mr B is unhappy with the quality of a car supplied to him under a hire purchase agreement with 247 Money Group Limited trading as 247Money (“247”). What happened I sent Mr B and 247 my provisional findings on this complaint on 16 January 2025. A copy of that de... (6 pages)View decision -
Decision Reference DRN-5305909
4 Feb 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5305909 The complaint Mr B complained about the quality of a used car he acquired under a hire purchase agreement with Toyota Financial Services (UK) PLC (‘TFS’). When I refer to what Mr B or TFS have said or done, it should also be taken to include things said or done on their beh... (8 pages)View decision -
Decision Reference DRN-5191580
4 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5191580 The complaint Mrs B complains that Nationwide Building Society (NWide) didn’t refund money in a disputed ATM withdrawal. What happened On 28 May 2024, Mrs B went to withdraw cash from an ATM machine at Sainsburys. With her NWide card, she asked for two amounts of £250 and th... (2 pages)View decision