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
-
Decision Reference DRN-5812755
13 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5812755 The complaint Ms S complains that NewDay Ltd have irresponsibly lent to her. Ms S is represented by a Claims Management Company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Ms S herself. What h... (5 pages)View decision -
Decision Reference DRN-5775602
13 Oct 2025 etika Finance UK Limited UpheldConsumer CreditDRN-5775602 The complaint Mr G is unhappy with how Etika Finance UK Limited reported an Individual Voluntary Arrangement (‘IVA’) and a subsequent default on his credit file. What happened previous trading name). The agreement was for £3,737 over 51 months, with 48 monthly payments of £... (3 pages)View decision -
Decision Reference DRN-5692281
13 Oct 2025 American Express Payment Services Limited UpheldBanking and PaymentsDRN-5692281 The complaint Mr A complains that American Express Payment Services Limited (“AEPSL”) didn’t properly pursue a chargeback. What happened On 1 and 2 November 2023 Mr A booked flights directly with an airline for his family. He paid a total of £572.90 using his AEPSL credit ca... (4 pages)View decision -
Decision Reference DRN-5734177
13 Oct 2025 Wakam Not upheldInsuranceDRN-5734177 The complaint Miss G complains that Wakam unfairly declined a claim on her pet insurance policy by relying on an exclusion for any illness the pet suffers from in the first 14 days of the cover starting. She wants Wakam to pay the claim for her dog’s treatment, and to compen... (3 pages)View decision -
Decision Reference DRN-5719446
13 Oct 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5719446 The complaint Miss B complains about the service provided by First Central Underwriting Limited (trading as 1 st Central Underwriting) (“FCUL”) when cancelling her car insurance policy. What happened Miss B took out a policy and was then contacted by FCUL to provide proof o... (3 pages)View decision -
Decision Reference DRN-5830819
13 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5830819 The complaint Miss P has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In August 2022 Monzo received a fraud report from another bank about two payments made into Miss P’s Monzo account. These paymen... (3 pages)View decision -
Decision Reference DRN-5864501
13 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5864501 The complaint This complaint is about historic business borrowing arrangements Mr B took out with HSBC UK Bank Plc, secured by a charge over his home. Mr B is represented in the complaint by Mrs B; all of our dealings have been with Mrs B. What happened The broad circumstan... (3 pages)View decision -
Decision Reference DRN-5641877
13 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5641877 The complaint and background Mr M complains Revolut Ltd won’t refund around £10,000 that he lost when he fell victim to a scam. Our investigator didn’t uphold the complaint. He was satisfied that there was enough going on with the transactions that warranted an intervention... (2 pages)View decision -
Decision Reference DRN-5649544
13 Oct 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5649544 The complaint Mr M says Oakbrook Finance Limited, trading as Finio Loans, irresponsibly lent to him. What happened Mr M took out a loan from Finio Loans on 6 December 2024. It was for £2,500 over 24 months. The monthly repayments were £164.79 and the total repayable was £3,9... (3 pages)View decision -
Decision Reference DRN-5869754
13 Oct 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5869754 The complaint Mrs A is unhappy that Red Sands Insurance Company (Europe) Limited (Red Sands) declined her travel insurance claim. Any reference here to Red Sands includes all its agents. What happened Mrs A took out an annual multi-trip insurance policy starting from 3 Janua... (3 pages)View decision