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 122405 results
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Decision Reference DRN-5611097
12 Jun 2025 AWP P&C S.A. UpheldInsuranceDRN-5611097 The complaint Miss C and Mr M complain that AWP P&C S.A. has turned down a cancellation claim they made on a travel insurance policy. What happened In August 2023, Miss C and Mr M booked a holiday abroad. They were due to travel to a country I’ll call T on 27 January 2024... (3 pages)View decision -
Decision Reference DRN-5578144
12 Jun 2025 Paratus AMC Limited UpheldMortgagesDRN-5578144 The complaint Mr M’s mortgage with Paratus AMC Limited trading as Foundation Home Loans has been paid by Miss E for some years. Miss E says she’s only recently discovered that paying at the end of the month costs her more, and she says Paratus should have told her this earli... (8 pages)View decision -
Decision Reference DRN-5617640
12 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5617640 The complaint Mr A complains that Monzo Bank Ltd (Monzo) was irresponsible in granting him a personal current account overdraft, as it was unaffordable for him. Mr A also complains that his relationship with Monzo was unfair as he was allowed to rely on high-cost debt, and t... (5 pages)View decision -
Decision Reference DRN-5619787
12 Jun 2025 Vitality Life Limited UpheldInsuranceDRN-5619787 The complaint Mr R is unhappy that Vitality Life Limited (Vitality) declined his income protection claim and applied a retrospective exclusion to his policy. What happened The background to this complaint is well-known to both parties. So, I’ve simply set out a summary of wh... (5 pages)View decision -
Decision Reference DRN-5324803
12 Jun 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5324803 The complaint Miss W complains about the quality of a car she acquired using a hire purchase agreement provided by Marsh Finance Limited (‘Marsh Finance’). What happened In June 2023, Miss W entered into a hire purchase agreement with Marsh Limited to acquire a used car, fir... (5 pages)View decision -
Decision Reference DRN-5343141
12 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5343141 The complaint Mr P complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t reimbursed the money he says he’s lost to a scam. What happened Mr P says he’s fallen victim to an investment scam. He became interested in investing with a company which I’... (5 pages)View decision -
Decision Reference DRN-5615703
12 Jun 2025 Nutmeg Saving and Investment Limited UpheldPensions and AnnuitiesDRN-5615703 The complaint Mr A complains that Nutmeg Saving and Investment Limited (“Nutmeg”) proceeded with a transfer of his pension to another provider, despite having been instructed not to do so. He says this resulted in his fund reducing in value. What happened Mr A held a number... (4 pages)View decision -
Decision Reference DRN-5576536
12 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5576536 The complaint Miss O complains about the amount Admiral Insurance (Gibraltar) Limited (Admiral) have paid to settle a claim she made on her motor insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised eve... (4 pages)View decision -
Decision Reference DRN-5284473
12 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5284473 The complaint Mrs G complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) did not reimburse her £4,500 which she says she lost to an investment scam. What happened Mrs G was informed about an investment opportunity by her financial mentor with a company I wi... (5 pages)View decision -
Decision Reference DRN-5588736
12 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5588736 The complaint Mr M is unhappy with how Monzo Bank Ltd (Monzo) have reported his Flex account and overdraft to the credit reference agencies (CRA). He says Monzo have misrepresented his financial standing and this has had both a financial and personal impact for him. What ha... (5 pages)View decision
