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-5551060
2 Sep 2025 Lendable Ltd UpheldBanking and PaymentsDRN-5551060 The complaint Miss C complains that Lendable Ltd trading as Zable lent irresponsibly when it approved her credit card application and later increased the limit. What happened Miss C applied for a Zable credit card in February 2023. In her application, Miss C said she was em... (3 pages)View decision -
Decision Reference DRN-5744559
2 Sep 2025 One Insurance Limited UpheldInsuranceDRN-5744559 The complaint Mrs K has complained about the way One Insurance Limited (OIL) dealt with her claim under her motor policy following an accident. What happened Mrs K was involved in an accident on 18 September 2024 avoiding a bus where her car was damaged by the grass verge o... (5 pages)View decision -
Decision Reference DRN-5497063
2 Sep 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5497063 The complaint Mrs P complains J.P. Morgan Europe Limited trading as Chase didn’t do enough to protect her when she fell victim to a safe account scam. What happened Mrs P has a number of accounts including an account with Chase and accounts with banks who I’ll refer to as “R... (3 pages)View decision -
Decision Reference DRN-5792133
2 Sep 2025 U K Insurance Limited UpheldInsuranceDRN-5792133 The complaint Mr H complains about claim delays by U K Insurance Limited trading as Privilege (“UKI”) after he made a claim for damaged flooring following an escape of water at his home. What happened Mr H holds a home insurance policy with UKI. In January 2025 he submitted... (4 pages)View decision -
Decision Reference DRN-5566504
2 Sep 2025 First Central Underwriting Limited UpheldInsuranceDRN-5566504 The complaint Miss C complains that First Central Underwriting Limited declined her claim on her motor insurance policy and is seeking to recover its outlay from her. She wants it to cover the claim. What happened Miss C was driving her partner, Mr M’s, car when she collide... (3 pages)View decision -
Decision Reference DRN-5337653
2 Sep 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5337653 The complaint Mr O complains that Moneybarn No. 1 Limited trading as Moneybarn irresponsibly provided him with an unaffordable credit agreement to finance a vehicle. Mr O’s complaint has been brought by a professional representative, but for ease I’ve referred to all submis... (4 pages)View decision -
Decision Reference DRN-5680590
2 Sep 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5680590 The complaint Miss P complains that Nationwide Building Society (“Nationwide”) won’t pay a switch incentive of £175 following her switching accounts because she failed to use her debit card within 31 days of requesting the switch. What happened Miss P applied for an account... (3 pages)View decision -
Decision Reference DRN-5734904
2 Sep 2025 Allium Money Limited UpheldConsumer CreditDRN-5734904 The complaint Mr B complains about the outcome of a claim he made to Allium Money Limited (“Allium”) in relation to a conservatory installation. What happened The background to this complaint is well-known to Mr B and Allium, so I will only briefly summarise the main points.... (3 pages)View decision -
Decision Reference DRN-5691349
2 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5691349 The complaint Mr W complains about the way in which his account with HSBC UK Bank Plc trading as First Direct was handled and with the information he was given following some disputed transactions. What happened On 26 September 2024, Mr W was abroad when he noticed two payme... (4 pages)View decision -
Decision Reference DRN-5786806
2 Sep 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5786806 The complaint Mr B complains about the way Kroo Bank Ltd (“Kroo”) managed his current account after it put restrictions on it. What happened Mr B had a current account with Kroo. On 5 June 2024 Kroo put restrictions on the account. That meant that Mr B was unable to use his ... (3 pages)View decision
