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-5544929
15 Jul 2025 Western Provident Association Limited UpheldInsuranceDRN-5544929 The complaint Mr M complains that Western Provident Association Limited (“WPA”) declined a claim under his private health insurance policy. What happened Mr M took out a private health insurance policy with WPA on 16 May 2023. The policy was underwritten on a moratorium bas... (3 pages)View decision -
Decision Reference DRN-5091133
15 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5091133 The complaint Mrs K complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse her £7,860 that she lost when she fell victim to a cryptocurrency investment scam. What happened In July 2023 Mrs K came across an ad for cryptocurrency trading her friend had posted on social media... (4 pages)View decision -
Decision Reference DRN-5661346
15 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5661346 The complaint Miss K has complained that Admiral Insurance (Gibraltar) Limited rejected a theft claim she made under her car insurance policy. Admiral relied on its fraud term to decline the claim. What happened Miss K reported her car had been stolen to her insurer Admiral.... (3 pages)View decision -
Decision Reference DRN-5683607
15 Jul 2025 247 Money Group Limited Not upheldConsumer CreditDRN-5683607 The complaint Miss B complains about the way 247 Money Group Limited trading as 247Money handled the collection of her car. She would like items taken with the car returned or compensation for their loss. What happened The details of this complaint are well known to both pa... (2 pages)View decision -
Decision Reference DRN-5602017
15 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5602017 The complaint Ms J is complaining that Revolut Ltd won’t refund a payment she was tricked into making after falling victim to a scam. What happened Ms J was selling an item on an online marketplace. She was contacted by what she thought was the marketplace, letting her know ... (3 pages)View decision -
Decision Reference DRN-5645069
15 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5645069 The complaint Mr P has complained that Aviva Insurance Limited hasn’t fairly settled a claim he made under his home insurance policy for an escape of water. What happened In 2006 Mr P made a claim for damage to his home caused by a cracked toilet. Due to the length of time t... (2 pages)View decision -
Decision Reference DRN-5606909
15 Jul 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5606909 The complaint Mr K has complained that Acromas Insurance Company Limited won’t reimburse him for repairs under a claim he made against his car insurance policy. What happened Mr K made a claim for damage to his car following an incident in December 2022. Mr K wanted to use h... (2 pages)View decision -
Decision Reference DRN-5496151
15 Jul 2025 Cabot Credit Management Group Limited UpheldConsumer CreditDRN-5496151 The complaint Miss D complains Cabot Credit Management Group Limited trading as Cabot Financial (Europe) Limited: Have been contacting her about a debt that’s already been paid Are harassing her about this debt Haven’t provided her with documents she’s asked for Are ... (4 pages)View decision -
Decision Reference DRN-5534156
15 Jul 2025 ACI-UK LIMITED Not upheldConsumer CreditDRN-5534156 The complaint Mr C complains ACI-UK Limited are asking him to repay a debt he doesn’t think they’re allowed to. He also complains they’re harassing him. What happened As I understand it, an account in Mr C’s name with a company I’ll refer to as S was transferred to a debt pu... (5 pages)View decision -
Decision Reference DRN-5555297
15 Jul 2025 PRA Group (UK) Limited Not upheldConsumer CreditDRN-5555297 The complaint Ms B complains PRA Group (UK) Limited: Failed to consider her personal and financial circumstances Are reporting information to the Credit Reference Agencies (CRAs) incorrectly Have engaged in unfair collection practices What happened Ms B is complaining ... (7 pages)View decision
