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 381196 results
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Decision Reference DRN-5706039
23 Jul 2025 Mulsanne Insurance Company Limited UpheldInsuranceDRN-5706039 The complaint Miss S complains about how Mulsanne Insurance Company Limited handled a claim made on her motor insurance policy and that it then declined the claim. What happened Miss S took out a motor insurance policy with Mulsanne through an online comparison site. When h... (4 pages)View decision -
Decision Reference DRN-5595976
23 Jul 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5595976 The complaint Mr P complains Vanquis Bank Limited (Vanquis) failed to carry out sufficient financial checks before it approved a credit card facility for him and subsequently increased the limits on that account. What happened Mr P says Vanquis approved a credit card account... (3 pages)View decision -
Decision Reference DRN-5673758
23 Jul 2025 Orchard House (IFAs) Ltd Not upheldMortgagesDRN-5673758 The complaint Mr and Mrs N complain about mortgage advice they received from Orchard House (IFAs) Ltd. What happened In 2020, at the time they approached Orchard House for advice, Mr and Mrs N had two mortgages: A residential mortgage for around £305,500 on interest only t... (4 pages)View decision -
Decision Reference DRN-5709785
23 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5709785 The complaint Mr M complains Barclays Bank UK PLC (“Barclays”) closed his accounts unfairly without notification and withheld his funds from him. Mr M was unhappy he had to provide evidence of proof of entitlement to the funds, and ID documents to get his funds released. Wha... (4 pages)View decision -
Decision Reference DRN-5709950
23 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5709950 The complaint Mr I is being represented by a claims manager. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr I fell victim to a cruel cryptocurrency investment scam. In November 2023, he made the fo... (4 pages)View decision -
Decision Reference DRN-5651529
23 Jul 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5651529 The complaint Mr D complains about the level of assistance provided by Inter Partner Assistance SA (‘IPA’) under his travel insurance policy. All references to IPA include the agents appointed to handle claims and complaints on its behalf. What happened Mr D held a travel in... (3 pages)View decision -
Decision Reference DRN-5626546
23 Jul 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5626546 The complaint Ms B complains that Bank of Scotland plc trading as Birmingham Midshires did not treat her fairly when it took possession of her home. What happened In 2008, Ms B took out a mortgage with Birmingham Midshires. In 2021, Ms B’s account number was changed. She was... (4 pages)View decision -
Decision Reference DRN-5637405
23 Jul 2025 U K Insurance Limited Not upheldInsuranceDRN-5637405 The complaint Miss G complains that U K Insurance Limited (UKI) declined to pay her claim on her motor insurance policy following an accident. What happened Miss G thought she was covered by her policy with UKI to drive her car. But when she had an accident, UKI said Miss G... (2 pages)View decision -
Decision Reference DRN-5702260
23 Jul 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5702260 The complaint Miss T complains that a car acquired under a hire purchase agreement with BMW Financial Services(GB) Limited trading as Alphera Financial Services (“Alphera”) was misrepresented to her. What happened The parties are familiar with the background of this complai... (4 pages)View decision -
Decision Reference DRN-5258436
23 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5258436 The complaint Mr Y complains Monzo Bank Ltd (“Monzo”) irresponsibly lent him an overdraft facility, and increased the limit when they shouldn’t have. What happened In January 2023, Mr Y applied for an overdraft with Monzo. The application was approved, and he was provided w... (3 pages)View decision
