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-5655737
17 Sep 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5655737 The complaint Mr F complains that Vanquis Bank Limited lent irresponsibly when it approved two credit card applications he made. What happened Mr F applied for a Vanquis credit card (card 1) in March 2019. In his application, Mr F said he was self employed with an annual in... (3 pages)View decision -
Decision Reference DRN-5807085
17 Sep 2025 Ashwood Law (General Insurance Services) UpheldInsuranceDRN-5807085 The complaint Mr L has complained that Ashwood Law (General Insurance Services) (AL) failed to notify it and arrange a home insurance policy at renewal. Mr and Mrs L have discovered they did not have insurance cover when they contacted AL to report water damage in 2024. Mr L... (3 pages)View decision -
Decision Reference DRN-5768817
17 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5768817 The complaint Mr S complains that Santander UK Plc (“Santander”), have failed to refund money that he lost as part of an investment scam. What happened Mr S says that he came across a company that purported to be an investment firm but was actually a scammer, that I will cal... (3 pages)View decision -
Decision Reference DRN-5804986
17 Sep 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5804986 The complaint Mr J complains that Bank of Scotland plc trading as Halifax (‘Halifax’) were uncontactable when he had problems using his Clarity credit card abroad, and lied to him about what had gone wrong. Mr J says he was caused a great deal of distress and inconvenience a... (3 pages)View decision -
Decision Reference DRN-5799797
17 Sep 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5799797 The complaint Mr F and Mrs B complain about the delays Inter Partner Assistance SA (“IPA”) caused in settling a claim under their travel insurance policy. What happened Mr F and Mrs B had a single trip travel insurance policy which covered them and their children for a trip... (2 pages)View decision -
Decision Reference DRN-5616616
17 Sep 2025 Hastings Insurance Services Limited Not upheldInsuranceDRN-5616616 The complaint Mr L complains that Hastings Insurance Services Limited (‘Hastings’) – trading as Hastings Direct – unfairly cancelled his motor insurance. What happened Mr L had a Hastings motor insurance policy which started in February 2025. This was a telematics policy – a... (3 pages)View decision -
Decision Reference DRN-5813676
17 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5813676 The complaint Mr N complains about the level of assistance provided to him by Aviva Insurance Limited under his travel insurance policy. All references to Aviva Insurance Limited include the agents appointed to handle claims and complaints on its behalf. What happened Mr N i... (3 pages)View decision -
Decision Reference DRN-5652035
17 Sep 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5652035 The complaint Mr M complains that Madison CF UK Limited trading as 118 118 Money lent irresponsibly when it approved his credit card application. What happened Mr M applied for a 118 118 Money credit card in December 2021. In his application, Mr M said he was renting his proper... (2 pages)View decision -
Decision Reference DRN-5765313
17 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5765313 The complaint Mr P complains that Monzo Bank Ltd failed to advise him properly about an account block and a chargeback dispute. What happened Mr P signed up to a service with a company, W, payable by a subscription plan by recurring card payment. In January 2025 he received ... (3 pages)View decision -
Decision Reference DRN-5823741
17 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5823741 The complaint Mr S complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decisio... (4 pages)View decision