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 124111 results
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Decision Reference DRN-5589811
4 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5589811 The complaint Mrs A and Mr A complain about the level of service provided by Aviva Insurance Limited following a claim made on their motor insurance policy. Mrs A and Mr A are named drivers on each other’s policies. What happened Mrs A’s car was damaged in an incident and A... (3 pages)View decision -
Decision Reference DRN-5797070
4 Sep 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5797070 The complaint Mr H says Clydesdale Bank Plc, trading as Virgin Money, adjusted off a payment he made towards his credit card balance and that that decision has caused him some distress and inconvenience. What happened I issued a provisional decision on this complaint in Aug... (3 pages)View decision -
Decision Reference DRN-5619517
4 Sep 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5619517 The complaint Mr K complained because Kroo Bank Ltd refused to refund him for payments which he said he hadn’t authorised. What happened Mr K said that on 12 September 2024, five £120 payments, all to the same merchant, debited his Kroo account. He contacted Kroo, and was t... (3 pages)View decision -
Decision Reference DRN-5700337
4 Sep 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5700337 The complaint Mrs B complains that Capital One (Europe) plc lent irresponsibly when it approved her credit card application and later increased the credit limit. Mrs B also complains that Capital One treated her unfairly when she contacted it to advise she was experiencing m... (3 pages)View decision -
Decision Reference DRN-5538448
4 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5538448 The complaint Mrs K has complained that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. What happened In July 2024, Mrs K came across an advert on social media about an investment opportunity. Mrs K registered her interest and was contacted by... (4 pages)View decision -
Decision Reference DRN-5794387
4 Sep 2025 Volvo Car UK Limited UpheldConsumer CreditDRN-5794387 The complaint Mr W complains about the charges Volvo Car UK Limited (VCUL) have asked him to pay since he handed back a car he had been financing through an agreement with them. What happened I issued a provisional decision on this complaint in August 2025. An extract from ... (4 pages)View decision -
Decision Reference DRN-5792972
4 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5792972 The complaint Mr and Mrs J complain about arrears NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) has reported to their credit files in connection with their mortgage. What happened Mr and Mrs J have a mortgage with NatWest, almost all of which is on interest only... (5 pages)View decision -
Decision Reference DRN-5718188
4 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5718188 The complaint Mr A complains with the settlement AXA Insurance UK Plc (AXA) have offered to settle the claim he made under his home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. In Januar... (3 pages)View decision -
Decision Reference DRN-5790793
4 Sep 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5790793 The complaint Mr M has complained about how Accredited Insurance (Europe) Ltd handled his home emergency insurance claim. There were various parties involved in the claim but as Accredited was the insurer it was ultimately responsible for the claim. So for ease of reading I... (5 pages)View decision -
Decision Reference DRN-5667743
4 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5667743 The complaint X complains that Revolut Ltd failed to manage a chargeback properly. What happened While abroad X booked a flight home using an online site paying with his Revolut account. When he got to the airport he was faced with having to pay an additional amount. He didn... (2 pages)View decision
