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 369228 results
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Decision Reference DRN-5069847
19 Jun 2025 Access Financial Services Limited UpheldInsuranceThe complaint Mr H complains Access Financial Services Limited (“AFS”), his home insurance broker, misrepresented information to an insurer which led to him suffering a significant financial loss when the policy was voided by the insurer following a claim for an escape of water. What happe... (4 pages)View decision -
Decision Reference DRN-5256947
19 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5256947 The complaint Mr L complains that Bank of Scotland trading as Halifax failed to prevent him losing his money to unknown third parties. Mr L is being represented by a claims management company, but for ease, I’ll only refer to Mr L in my decision. What happened The detailed... (4 pages)View decision -
Decision Reference DRN-5601686
19 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5601686 The complaint Mr M complains about the service Inter Partner Assistance SA (IPA) provided when he claimed on his motor breakdown assistance policy. Mr M says that because of IPA’s actions he was left without a car for an extended period. Reference to IPA below includes its p... (5 pages)View decision -
Decision Reference DRN-5622473
19 Jun 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5622473 The complaint Mr M’s complaint is, in essence, that Barclays Bank UK PLC trading as Barclaycard (‘Barclaycard’) acted unfairly and unreasonably by (1) deciding against paying a claim under Section 75 of the CCA and (2) being party to an unfair credit relationship with him un... (9 pages)View decision -
Decision Reference DRN-5251808
19 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5251808 The complaint Mr S complains Monzo Bank Ltd (‘Monzo’), hasn’t reimbursed him following an authorised push payment (‘APP’) investment scam he fell victim to. He says Monzo should reimburse him for the money he lost. What happened As both parties are familiar with the circums... (6 pages)View decision -
Decision Reference DRN-5522884
19 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5522884 The complaint Mr M complains that AMERICAN EXPRESS SERVICES LIMITED (the “Lender”) has not honoured a liability he says arises out of his claim made under section 75 of the Consumer Credit Act 1974 (the “CCA”). What happened In 2018, Mr M was contacted by a someone from a ma... (6 pages)View decision -
Decision Reference DRN-5459157
19 Jun 2025 Trading 212 UK Limited Not upheldBanking and PaymentsDRN-5459157 The complaint Mr B complains that Trading 212 UK Limited (T Ltd) failed to advertise its gross interest rate alongside the Annual Equivalent Rate (AER). He would like the interest that should have been credited to his account to be backdated and applied. What happened Mr B ... (3 pages)View decision -
Decision Reference DRN-5635003
19 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5635003 The complaint Mr and Mrs B’s complaint is, in essence, that First Holiday Finance Ltd (‘the Lender’) acted unfairly and unreasonably by (1) declining to meet their claim of misrepresentation under Section 75 of the Consumer Credit Act 1974 (“CCA”) and (2) being party to an u... (11 pages)View decision -
Decision Reference DRN-5508572
19 Jun 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5508572 The complaint Mr S complains TSB Bank plc caused his account switch requests to fail when they removed an overdraft facility from an account he’d applied for. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The ... (2 pages)View decision -
Decision Reference DRN-4259804
19 Jun 2025 ReAssure Life Limited Not upheldInsuranceDRN-4259804 The complaint Mrs M complains about the way ReAssure Life Limited administered her reviewable whole of life policy – and in particular, the significant increase in premiums she was required to pay following a review in 2021. What happened In 1999 Mrs M and her husband were s... (4 pages)View decision
