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-5524470
17 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5524470 The complaint Miss L complains NewDay Ltd trading as Aqua (NewDay) didn’t sufficiently check whether she could afford to sustain the repayments when they agreed to lend to her. In bringing her complaint Miss L is represented by a third party. For ease of reading I will only ... (3 pages)View decision -
Decision Reference DRN-5682315
17 Sep 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5682315 The complaint Ms R complains about how Domestic & General Insurance Plc (DGI) handled and settled a claim she made under her appliance protection policy following a fault with her vacuum cleaner. What happened On 26 April 2024, Ms R incepted an appliance protection poli... (4 pages)View decision -
Decision Reference DRN-5792351
17 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5792351 The complaint Mr G has complained about the way Admiral Insurance (Gibraltar) Limited dealt with a claim he made under his motor insurance policy. Mr G’s mother, Mrs G is a named driver and has at times communicated to Admiral on behalf of Mr G during his complaint. For ease... (6 pages)View decision -
Decision Reference DRN-5488843
17 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5488843 The complaint Mr C complains HSBC Bank UK Plc (“HSBC”) irresponsibly lent him a credit card. What happened In April 2024, Mr C applied for a credit card with HSBC. The application was approved, and he was given a limit of £1,000. On 1 April 2024 HSBC gave him a £10,000 lo... (2 pages)View decision -
Decision Reference DRN-5637466
17 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5637466 The complaint Mrs L complains Santander UK Plc (‘Santander’), hasn’t reimbursed her following an Authorised Push Payment (‘APP’) investment scam she fell victim to. She says Santander should reimburse her for the money she lost. Mrs L has brought the complaint with the assi... (8 pages)View decision -
Decision Reference DRN-5558964
17 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5558964 The complaint Miss B complains TSB Bank plc, recorded a marker against her on a fraud database and closed her account. She doesn’t think it’s treated her fairly. What happened A summary of what happened is below. Miss B held an account with TSB. In October 2024, she received... (3 pages)View decision -
Decision Reference DRN-5818312
17 Sep 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5818312 The complaint Miss J complains that a car acquired through a hire purchase agreement financed by First Response Finance Ltd (First Response) is of unsatisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will briefly... (3 pages)View decision -
Decision Reference DRN-5649960
17 Sep 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5649960 The complaint Mrs B’s complaint is about a pre-authorisation request she made on her Red Sands Insurance Company (Europe) Limited (‘Red Sands’) pet insurance policy for treatment for her pet, which was declined. Mrs B says Red Sands treated her unfairly. What happened The de... (2 pages)View decision -
Decision Reference DRN-5823629
17 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5823629 The complaint Mrs S complains that Monzo Bank Ltd (‘Monzo’) won’t refund her the money she lost after she fell victim to an Authorised Push Payment (‘APP’) scam. In bringing her complaint to this service Mrs S is represented. What happened I issued a provisional decision f... (5 pages)View decision -
Decision Reference DRN-5822509
17 Sep 2025 Think Money Limited UpheldBanking and PaymentsDRN-5822509 The complaint Mrs L complains that Think Money Limited trading as thinkmoney has declined to reimburse a payment made as part of a scam. What happened In December 2023, Mrs L received a call from a scammer impersonating thinkmoney. She was persuaded that fraud was occurring ... (6 pages)View decision