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 392389 results
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Decision Reference DRN-5886053
17 Oct 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5886053 The complaint Mr and Mrs C complain that Admiral Insurance (Gibraltar) Limited hasn’t fully settled a medical expenses claim they made on an annual travel insurance policy. As Mrs C brought the complaint to her, for ease, I’ve referred mainly to her. What happened In January... (4 pages)View decision -
Decision Reference DRN-5814461
17 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5814461 The complaint Miss R complains that NewDay Ltd trading as Fluid lent irresponsibly when it approved her credit card application and later increased the limit. What happened Miss R applied for a Fluid credit card in January 2020. In her application, Miss R said she was emplo... (5 pages)View decision -
Decision Reference DRN-5890141
17 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5890141 The complaint Mr M complains that Lloyds Bank Plc won’t refund him the money he lost in an investment scam. Mr M is being represented by a professional representative, but for ease of reading I’ll just refer to Mr M. What happened The circumstances surrounding this complaint... (3 pages)View decision -
Decision Reference DRN-5759630
17 Oct 2025 OneSavings Bank Plc Not upheldBanking and PaymentsDRN-5759630 The complaint Mr A is unhappy with OneSavings Bank Plc trading as Kent Reliance. He said he received a letter from Kent Reliance dated 18 March 2025 on 31 March 2025. Mr A is unhappy about how and when Kent Reliance releases post to its customers. Mr A said he suffered signi... (4 pages)View decision -
Decision Reference DRN-5604638
17 Oct 2025 Only Pets Cover Limited UpheldInsuranceDRN-5604638 The complaint Miss C has complained that the renewal premium for her lifetime pet policy increased substantially which then made it unaffordable. What happened In October 2014, Miss C first took out her lifetime pet policy with Only Pets for her puppy. The renewal invite se... (3 pages)View decision -
Decision Reference DRN-5564543
17 Oct 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5564543 The complaint Mr H complains that J.P. Morgan Europe Limited trading as Chase (Chase) is refusing to refund him the amount he lost as the result of a scam. Mr H is being represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What ha... (4 pages)View decision -
Decision Reference DRN-5814892
17 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5814892 The complaint Mr C holds an account with HSBC UK Bank Plc trading as ‘first direct’ (HSBC). He made a payment from this account to buy an investment he now believes to have been the subject of an Authorised Push Payment scam (APP Scam). At the relevant time, HSBC was a signator... (51 pages)View decision -
Decision Reference DRN-5468353
17 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5468353 The complaint Mr C is unhappy that Monzo Bank Ltd (“Monzo”) won't reimburse him the money he sent to a third-party seller to purchase a vaporiser which he later discovered was a fake. What happened I’m not going to cover all the points raised in detail. The view of 28 ... (4 pages)View decision -
Decision Reference DRN-5849614
17 Oct 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5849614 The complaint Mr H complains that J.P. Morgan Europe Limited (trading as Chase) unfairly restricted and later closed his account. He’s also unhappy that the full balance in his account wasn’t returned to him. What happened Chase restricted Mr H’s account around June 2024 whi... (2 pages)View decision -
Decision Reference DRN-5811464
17 Oct 2025 EQUINE AND LIVESTOCK INSURANCE COMPANY LIMITED (THE) Not upheldInsuranceDRN-5811464 The complaint Miss D and Mr H complained that the Equine and Livestock Insurance Company Limited (“ELICO”) unfairly declined the claim they made after their wedding venue was placed in administration. What happened Miss D and Mr H booked their wedding. They bought wedding i... (3 pages)View decision