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-5288978
4 Feb 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5288978 The complaint Miss G complains that Kroo Bank Ltd blocked her account and failed to send the balance on the account to her. What happened In April 2024 Miss G's account was blocked by Kroo after she reported unauthorised transactions. She says this caused her difficulty... (2 pages)View decision -
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
