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 368546 results
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Decision Reference DRN-5588736
12 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5588736 The complaint Mr M is unhappy with how Monzo Bank Ltd (Monzo) have reported his Flex account and overdraft to the credit reference agencies (CRA). He says Monzo have misrepresented his financial standing and this has had both a financial and personal impact for him. What ha... (5 pages)View decision -
Decision Reference DRN-5434903
12 Jun 2025 Zurich Insurance PLC Not upheldInsuranceDRN-5434903 The complaint Mr N complains Zurich Insurance PLC (Zurich) haven’t agreed to replace flooring as part of the claim he made under a home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. Mr N’... (3 pages)View decision -
Decision Reference DRN-5620276
12 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5620276 The complaint Mr B is unhappy with the service he received from Inter Partner Assistance SA when he claimed on his travel insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on g... (2 pages)View decision -
Decision Reference DRN-5614462
12 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5614462 The complaint Miss B is a sole trader. She complains that National Westminster Bank Public Limited Company hasn’t treated her fairly regarding her Coronavirus Business Interruption Loan (CBIL). What happened Miss B successfully applied for a £75,000 CBIL from NatWest in June... (5 pages)View decision -
Decision Reference DRN-5619426
12 Jun 2025 Marsh FM LLP UpheldConsumer CreditDRN-5619426 The complaint Mr C complains that a car that was supplied to him under a hire purchase agreement with Marsh FM LLP (“Marsh”) wasn’t of satisfactory quality. What happened In May 2024, Marsh provided Mr C with finance for a used car. The car had completed just under 50,000 mi... (4 pages)View decision -
Decision Reference DRN-5491722
12 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5491722 The complaint Ms R complains that Wise Payments Limited didn’t do enough to protect her from financial harm when she fell victim to an employment scam. She wants the money she lost refunded along with 8% statutory interest, and compensation for the distress and inconvenience... (3 pages)View decision -
Decision Reference DRN-5620303
12 Jun 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5620303 The complaint Ms L complains about the end of contract damage charges RCI Financial Services Limited (“RCI”) have asked her to pay when she returned a car at the end of a hire purchase agreement. What happened In December 2020, Ms L was supplied with a used car through a hi... (5 pages)View decision -
Decision Reference DRN-5517466
12 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5517466 The complaint X complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t allow them to change their middle name without a Deed Poll despite other financial institutions allowing this. What happened X switched their account to NatWest in October 2024.... (3 pages)View decision -
Decision Reference DRN-5619982
12 Jun 2025 Specialist Lending Limited UpheldConsumer CreditDRN-5619982 The complaint Mrs K complains that Specialist Lending Limited trading as Duologi assigned a loan in her name to a third party without informing her. What happened Mrs K took out a loan with Duologi in 2019. In September 2024, Mrs K noticed a new direct debit payment debiting... (3 pages)View decision -
Decision Reference DRN-5604317
12 Jun 2025 Great Lakes Insurance SE UpheldInsuranceDRN-5604317 The complaint Ms S complained that Great Lakes Insurance SE unfairly and unreasonably increased her premium for her pet policy. What happened Ms S took out her lifetime pet policy for her dog in September 2021, which was sold to her by an intermediary who administers the po... (3 pages)View decision
