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 4568 results
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Decision Reference DRN-5640773
18 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5640773 The complaint Mr H complains that when Monzo Bank Ltd recorded a fraud marker against him incorrectly, it had a significant impact on him. He doesn’t think it’s done enough to put things right. What happened A summary of what happened is below. Mr H had an account closed by ... (2 pages)View decision -
Decision Reference DRN-4726976
10 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4726976 The complaint Mr H complains that Barclays Bank UK PLC failed to merge his profiles within its mobile banking application, causing him financial loss and inconvenience. What happened In October 2023 Mr H asked Barclays to merge his profiles within its mobile banking application... (2 pages)View decision -
Decision Reference DRN-2500666
13 Jan 2021 Acasta European Insurance Company Limited Not upheldInsuranceDRN-2500666 The complaint Mr and Mrs B complain that Acasta European Insurance Company Limited turned down their guarantee protection insurance claim. I’ll refer to Acasta and any parties acting on its behalf as ‘Acasta’. What happened In April 2018, Mr and Mrs B had a roof installed on th... (2 pages)View decision -
Decision Reference DRN-4810028
23 Sep 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4810028 The complaint Miss F complains about how AXA Insurance UK Plc (AXA) dealt with a claim on her motor insurance when another driver collided with her parked car. References to AXA include other organisations and individuals acting on its behalf. What happened Miss F had motor ... (2 pages)View decision -
Decision Reference DRN3247701
1 Jun 2015 Lloyds Bank PLC Not upheldBanking and creditMr C has complained that Lloyds Bank PLC mis-sold a Platinum packaged bank account to him in 2010. He paid a monthly fee for the account, which offered a number of benefits in return.Mr C has used a claims management company (CMC) to bring his complaint to us. backg... (2 pages)View decision -
Decision Reference DRN2113725
12 Jul 2017 NewDay Ltd Not upheldBanking and creditMr S complains NewDay Ltd (trading as Opus) sent him a default notice when it shouldn’t have.backgroundMr S initially complained that Opus had registered a default on his credit file without telling him. Opus accepted it hadn’t sent a notice of intent to file a defau... (2 pages)View decision -
Decision Reference DRN3557865
31 Oct 2016 Hastings Insurance Services Limited UpheldInsurance (excluding PPI)Mr E is unhappy with the way Hastings Insurance Services Limited dealt with hiscomplaint about his motor insurance policy.backgroundMr E bought his motor insurance policy with Hastings through a comparison website. WhenHastings sent his Statement of Demands and Needs wi... (4 pages)View decision -
Decision Reference DRN-4924713
3 Dec 2024 HSB Engineering Insurance Limited Not upheldInsuranceDRN-4924713 The complaint J, a limited company, has complained about HSB Engineering Insurance Limited. J approached HSB to provide a structural warranty for a building development, but HSB refused to provide cover. What happened J is a developer of properties. It seeks warranties for ... (2 pages)View decision -
Decision Reference DRN0315128
3 Aug 2016 Liverpool Victoria Insurance Company Limited Not upheldInsurance (excluding PPI)Mr L, as a director of C, a limited company, complains that Liverpool Victoria Insurance Company Limited (“LV”) has refused the claim he’s made on C’s fleet insurance. The car he was driving wasn’t specifically listed on C’s policy at the time of the accident, but ... (2 pages)View decision -
Decision Reference DRN-1371630
19 Oct 2020 Tradex Insurance Company Limited Not upheldInsuranceDRN-1371630 The complaint A, a limited company, complains that Tradex Insurance Company limited declined a claim made on its commercial motor insurance policy. This complaint is brought on A’s behalf by Mr A, its director. He wants the claim paid in full. What happened Mr A was driving his... (2 pages)View decision
