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 122183 results
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Decision Reference DRN-5304502
5 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5304502 The complaint Mr A is complaining that Monzo Bank Ltd won’t reimburse him for money he lost to a scam. The complaint is brought on his behalf by a professional representative. What happened The background to this complaint is well known to both parties so I won’t repeat it ... (5 pages)View decision -
Decision Reference DRN-5308385
5 Feb 2025 Coutts & Company UpheldBanking and PaymentsDRN-5308385 The complaint R, a limited company, complains that Coutts & Company removed a payment from their account five months after it had been credited. They’d like these funds returned to them. What happened The background to this complaint is known to both parties, and largel... (3 pages)View decision -
Decision Reference DRN-5018577
5 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5018577 The complaint Mrs S complains that Revolut Ltd won’t refund money she lost when she was the victim of a crypto investment scam. Mrs S is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only ... (11 pages)View decision -
Decision Reference DRN-5288571
5 Feb 2025 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-5288571 Complaint Miss W says Shop Direct Company Finance Limited (trading as “Very”) failed to treat her fairly and reasonably when she ran into difficulty making the payments on her catalogue shopping account. Background This complaint initially started out as a complaint about S... (4 pages)View decision -
Decision Reference DRN-5302822
4 Feb 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5302822 The complaint Ms S complains that repairs carried out following a claim on her Royal & Sun Alliance Insurance Limited (‘RSA’) home insurance were inadequate. What happened Ms S lived in an apartment building where the buildings insurance was provided by RSA. She had sepa... (7 pages)View decision -
Decision Reference DRN-5266296
4 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5266296 The complaint Mr H has complained that Admiral Insurance (Gibraltar) Limited has refused to cover the cost of putting right an issue that he thinks occurred as a result of poor repairs by its approved repairer, after he made a claim under his car insurance policy. What happe... (2 pages)View decision -
Decision Reference DRN-5308139
4 Feb 2025 Vitality Health Limited UpheldInsuranceDRN-5308139 The complaint Ms L has complained that Vitality Health Limited refused to cover the cost of a diagnostic health test on a private medical insurance policy. What happened In April 2024 Ms L’s consultant advised that she should have a certain test. He recommended a comprehens... (2 pages)View decision -
Decision Reference DRN-5190422
4 Feb 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5190422 The complaint Mr H complains that the car he acquired through a hire purchase agreement with N.I.I.B. Group Limited t/a Northridge Finance (“Northridge”) wasn’t of satisfactory quality. He wants to reject the car. What happened Mr H entered a hire purchase agreement in March... (4 pages)View decision -
Decision Reference DRN-5301647
4 Feb 2025 Wakam UK Limited UpheldInsuranceDRN-5301647 The complaint Mr H is complaining that Wakam UK Limited cancelled his commercial vehicle insurance policy. What happened Mr H took out a commercial vehicle insurance policy provided by Wakam. But Wakam later cancelled it. It said Mr H hadn’t signed the credit agreement he’d ... (2 pages)View decision -
Decision Reference DRN-5261783
4 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5261783 The complaint Mr P has complained that Admiral Insurance (Gibraltar) Limited avoided his car insurance policy and turned down his claim under it. Any reference to Admiral includes its agents. What happened Mr P insured a car, which I’ll refer to as vehicle L, under a multi-c... (3 pages)View decision
