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 363152 results
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Decision Reference DRN-5426655
25 Mar 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5426655 The complaint Mr P complains that Advantage Insurance Company Limited unfairly increased his motor insurance policy premium at renewal. Advantage is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Advantage has a... (3 pages)View decision -
Decision Reference DRN-5366005
25 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5366005 The complaint Mr H is being represented by a claims manager. He’s complaining about HSBC UK Bank Plc because it declined to refund money he lost as a result of fraud. What happened Sadly, in 2018, Mr H fell victim to a purchase scam. He believed he was buying a large amount ... (4 pages)View decision -
Decision Reference DRN-5278337
25 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5278337 The complaint Mr J complains that Monzo Bank Ltd (“Monzo”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr J has explained that in May to A... (3 pages)View decision -
Decision Reference DRN-5426461
25 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5426461 The complaint Mr S complains Lloyds Bank PLC (Lloyds) approved him with unaffordable overdraft lending and continued to provide the facility when he was showing signs of financial difficulties. Mr S’ complaint has been brought by a professional representative, but for ease ... (6 pages)View decision -
Decision Reference DRN-5316989
25 Mar 2025 Nelson Insurance Company Ltd UpheldInsuranceDRN-5316989 The complaint Mr M complains about how Nelson Insurance Company Ltd (Nelson) valued his vehicle following a claim made under his Private Hire Insurance policy. Any reference to Nelson includes its agents. What happened Mr M is a private hire driver and has comm... (3 pages)View decision -
Decision Reference DRN-5351231
25 Mar 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5351231 The complaint Mr H is being represented by a claims manager. He’s complaining about Clydesdale Bank Plc trading as Virgin Money because it declined to refund money he lost as a result of fraud. What happened Sadly, in 2018, Mr H fell victim to a purchase scam. He believed he... (3 pages)View decision -
Decision Reference DRN-5248122
25 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5248122 The complaint Mr P complains that NewDay Ltd was irresponsible in its lending to him. What happened Mr P was provided with a credit card by NewDay in 2019. The credit limit was increased on several occasions between October 2019 and December 2022, with the final credit limit... (4 pages)View decision -
Decision Reference DRN-5421430
25 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5421430 The complaint Mr H complains that Lloyds Bank PLC defaulted his commercial mortgages and refused to reinstate them or to remove any record of the default. What happened Mr H is a sole trader trading under the name of a business I’ll call M. He has several commercial mortgage... (3 pages)View decision -
Decision Reference DRN-5344953
25 Mar 2025 Capital Home Loans Limited Not upheldMortgagesDRN-5344953 The complaint Mr B complains that Capital Home Loans Limited trading as CHL Mortgages unfairly appointed Law of Property Act 1925 Receivers (LPA Receivers) when his buy-to-let mortgages fell into arrears. What happened Mr B has a portfolio of buy-to-let properties, some of w... (3 pages)View decision -
Decision Reference DRN-5289556
25 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5289556 The complaint Mr C complains Monzo Bank Ltd recorded a marker against him, on a national fraud database. He doesn’t think it’s treated him fairly. To resolve matters, he’d like the entry removed. What happened A summary of what happened is below. Mr C had an account with Mon... (3 pages)View decision
