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 123656 results
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Decision Reference DRN-5606782
10 Jul 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5606782 The complaint Mr H is unhappy that American Express Services Europe Limited (“AmEx”) won’t honour a promotional offer he believes that he qualified for and is entitled to. What happened Mr H received an offer online for an AmEx Premium Plus Card which would entitle him to 60... (2 pages)View decision -
Decision Reference DRN-5643071
10 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5643071 The complaint Mrs P complains about the amount Admiral Insurance (Gibraltar) Limited (“Admiral”) valued her car for when she made a claim under her motor insurance policy. What happened Mrs P had a motor insurance policy with Admiral covering her car. In July 2024 she was in... (3 pages)View decision -
Decision Reference DRN-5636474
10 Jul 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5636474 The complaint Mr B has complained that Red Sands Insurance Company (Europe) Limited declined a claim he made on his contents insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the ci... (2 pages)View decision -
Decision Reference DRN-5659607
10 Jul 2025 BUPA Insurance Limited UpheldInsuranceDRN-5659607 The complaint Mr P complains that BUPA Insurance Limited mis-sold him a private medical insurance policy. What happened Mr P obtained quotes to buy a private medical insurance policy, underwritten by BUPA, online. Mr P spoke to BUPA on the telephone on a number of occasions ... (3 pages)View decision -
Decision Reference DRN-5641421
10 Jul 2025 MoneyGram International Limited UpheldBanking and PaymentsDRN-5641421 The complaint Miss M complains about the service received from MoneyGram International Limited (“MoneyGram”) when using it to send money. What happened On 27 January 2024 Miss M sent £1,090.75 using MoneyGram to a relative’s account and the money never arrived as intended. ... (2 pages)View decision -
Decision Reference DRN-5682805
10 Jul 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5682805 The complaint Mr and Mrs R are unhappy that Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund them for money they lost to a purchase scam. What happened I’m not going to cover all the points raised in detail. The view of 6 January 2025 covered the timeline of... (4 pages)View decision -
Decision Reference DRN-5534262
10 Jul 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-5534262 The complaint Miss K complains Capquest Debt Recovery Limited have failed to prove they’re legally entitled to ask her to repay the debt they’ve contacted her about. What happened As I understand it, the debt was originally a credit card account with a company I’ll refer to ... (4 pages)View decision -
Decision Reference DRN-5532079
10 Jul 2025 Lowell Portfolio I Ltd UpheldConsumer CreditDRN-5532079 The complaint Mr E complains Lowell Portfolio I Ltd have asked him to repay debts he doesn’t think he owes at this point. Another company owned these accounts, but Lowell took over them within the last few years so I’ll just refer to them in this decision. What happened Mr E... (3 pages)View decision -
Decision Reference DRN-5495901
10 Jul 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-5495901 The complaint Ms M complains Capquest Debt Recovery Limited won’t provide her with a copy of the Deed of Assignment (DOA). She’s also unhappy they haven’t taken into account her vulnerabilities fully. What happened As I understand it, the debt originated from a credit card a... (4 pages)View decision -
Decision Reference DRN-5680411
10 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5680411 The complaint Miss A is complaining that Monzo Bank Ltd hasn’t refunded a payment which she was tricked into making as the result of a scam. What happened Miss A had started selling items on a popular online marketplace. On 2 February 2024, she was contacted by what she thou... (4 pages)View decision
