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-5512630
18 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5512630 The complaint Mr B complains Monzo Bank Limited unfairly blocked and closed his account as it believed he was the victim of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the k... (3 pages)View decision -
Decision Reference DRN-5812392
18 Sep 2025 Covea Insurance plc UpheldInsuranceDRN-5812392 The complaint Mrs H has complained about the way Covea Insurance plc has handled a claim under her residential landlord insurance policy. References to Covea in this decision include its agents. What happened Mrs H owns a buy to let flat. She took out a residential landlor... (3 pages)View decision -
Decision Reference DRN-5709178
18 Sep 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5709178 The complaint Ms V is unhappy with the balance of her running credit account that Shop Direct Finance Company Limited trading as very (“very”) say she owes. What happened In August 2024, Ms V opened an account with very. After making purchases, Ms V returned some of the item... (2 pages)View decision -
Decision Reference DRN-5726953
18 Sep 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5726953 The complaint Mr L complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (Barclays) unfairly continued to report a default with Credit Reference Agencies (CRAs), following the successful completion of an Individual Voluntary Arrangement (IV... (2 pages)View decision -
Decision Reference DRN-5772457
18 Sep 2025 INSURE & GO INSURANCE SERVICES LIMITED UpheldInsuranceDRN-5772457 The complaint Mr O complains about how INSURE & GO INSURANCE SERVICES LIMITED (“Insure & Go”) administered his travel insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus... (2 pages)View decision -
Decision Reference DRN-5772386
18 Sep 2025 Volvo Car UK Limited Not upheldConsumer CreditDRN-5772386 The complaint Mr Y complains about charges applied by Volvo Car UK Limited at the end of a car hire agreement. What happened In March 2022, Mr Y was supplied with a new car through a hire agreement with Volvo. He made an advance payment of £489 followed by 36 monthly hire pa... (4 pages)View decision -
Decision Reference DRN-5814299
18 Sep 2025 The New India Assurance Company Limited Not upheldInsuranceDRN-5814299 The complaint Mrs B, trading as N, complains about the decline of her business interruption claim, made as a result of the COVID-19 pandemic, by The New India Assurance Company Limited. What happened The following is intended only as a summary of the events. Additionally, ev... (3 pages)View decision -
Decision Reference DRN-5518082
18 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5518082 The complaint Mr and Mrs C complain Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund the money they say they lost to an investment scam. What happened Mr and Mrs C made a payment of £25,000 in February 2019 towards a property development investment that they... (3 pages)View decision -
Decision Reference DRN-5818005
18 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5818005 The complaint Mr M complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) irresponsibly lent to him. What happened In October 2024 Mr M was provided with a credit card. It had a credit limit of £3,300 and had a promotional 0% rate on balance transfers for 20... (3 pages)View decision -
Decision Reference DRN-5518090
18 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5518090 The complaint Mr and Mrs C complain Barclays Bank UK Plc (“Barclays”) won’t refund the money they say they lost to an investment scam. What happened Mr and Mrs C made four payments totalling £95,000 between July 2018 and April 2020 towards a property development investment ... (3 pages)View decision