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 375868 results
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Decision Reference DRN-5796470
4 Sep 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5796470 The complaint Mr S complains that The Royal Bank of Scotland plc (RBS) didn’t properly consider new evidence he gave it about a complaint it had previously looked at. What happened In April 2023, Mr S was looking for legal assistance and made a number of payments to a legal... (4 pages)View decision -
Decision Reference DRN-5680386
4 Sep 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5680386 Complaint Mrs E has complained about a credit card Jaja Finance Ltd (trading as “Asda Money” Credit Card) provided to her. She says the credit card was irresponsibly provided as it was unaffordable for her. Background Asda Money provided Mrs E with a credit card with a limi... (3 pages)View decision -
Decision Reference DRN-5618072
3 Sep 2025 Financial Management Bureau Limited Not upheldInsuranceDRN-5618072 The complaint Ms W, as trustee of the Trust held by her late father, Mr D, complains that Financial Management Bureau (‘FMB’) Limited was partially responsible for allowing Mr D’s reviewable whole of life policy to lapse without making reasonable efforts to contact Ms W or h... (6 pages)View decision -
Decision Reference DRN-5729556
3 Sep 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5729556 The complaint Mrs S complains that a conditional sale agreement with Santander Consumer (UK) plc, trading as Santander Consumer Finance, under which a car was supplied to her, wasn’t affordable for her. Her husband is also involved in her complaint. What happened A used car ... (4 pages)View decision -
Decision Reference DRN-5313250
3 Sep 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5313250 The complaint Miss W complains The Co-operative Bank Plc closed her account and delayed releasing her money. What happened Miss W held several accounts with The Co-operative Bank. In October 2023, Miss W’s accounts were blocked while The Co-operative Bank carried out a revie... (2 pages)View decision -
Decision Reference DRN-5386456
3 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5386456 The complaint Mr M complains that Monzo Bank Ltd (“Monzo”) didn’t have adequate security features in place, and that it has provided him with poor service, after scammers contacted him and tried to use his account for fraudulent transactions. What happened The background to... (2 pages)View decision -
Decision Reference DRN-5778091
3 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5778091 The complaint Mr S complains about the way U K Insurance Limited (UKI) have handled his claim under his motor insurance policy. What happened Mr S’s car was involved in an accident which he says wasn’t his fault in July 2023. He says car park barrier lowered in error and cau... (2 pages)View decision -
Decision Reference DRN-5587878
3 Sep 2025 Society of Lloyd's Not upheldInsuranceDRN-5587878 The complaint Mrs F and Ms N complain that Society of Lloyd's (“SOL”) unfairly declined a claim they made on their Event Insurance policy. What happened The background to this complaint is well known to the parties so only I’ll provide a brief summary here: • Mrs F and ... (2 pages)View decision -
Decision Reference DRN-5794158
3 Sep 2025 BUPA Insurance Limited UpheldInsuranceDRN-5794158 The complaint Mr V is unhappy that BUPA Insurance Limited (BUPA) declined his claim on his private dental insurance policy. What happened The background to this complaint is well-known to both parties. So, I’ve simply set out a summary of what I think are the key events. Mr ... (4 pages)View decision -
Decision Reference DRN-5591548
3 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5591548 The complaint Miss H is being represented by solicitors. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss H fell victim to a cruel investment scam. She says she was contacted by scammers offering... (6 pages)View decision
