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 361839 results
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Decision Reference DRN-5046378
25 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5046378 The complaint Miss S complains HSBC UK Bank Plc blocked her credit card and charged her additional interest when it shouldn’t have done so. What happened Miss S has a credit card account with HSBC. On 2 September 2023 Miss S called HSBC to find out why her credit card kept o... (2 pages)View decision -
Decision Reference DRN-5366504
25 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5366504 The complaint Mr V complains that Aviva Insurance Limited (“Aviva”) declined a claim for a leak, but still charged an excess under his home emergency policy. What happened Mr V had a home emergency insurance policy from Aviva covering various domestic emergencies. Mr V found... (2 pages)View decision -
Decision Reference DRN-5424650
25 Mar 2025 Millennium Insurance Company Limited UpheldInsuranceDRN-5424650 The complaint Mr B has complained that his European motor breakdown insurer, Millennium Insurance Company Limited (‘Millennium’), is refusing to repatriate his car after it broke down whilst abroad. Millennium is the underwriter of this policy i.e., the insurer. During the ... (4 pages)View decision -
Decision Reference DRN-4992556
25 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4992556 The complaint Mr D complains Monzo Bank Ltd (“Monzo”) has declined to offer him a refund after he fell victim to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t go into too much detail again here. However, in summary... (6 pages)View decision -
Decision Reference DRN-5043137
25 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5043137 The complaint Mr C complains that Lloyds Bank PLC won’t refund the money he lost when he was the victim of a scam. What happened In October 2023, Mr C saw a post on a social media platform by an old friend of his talking about money they’d made investing with cryptocurrency... (3 pages)View decision -
Decision Reference DRN-5420662
25 Mar 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5420662 The complaint Mr and Mrs P complain about difficulties they experienced in making debit card payments to deposit money in their National Savings and Investments (“NS&I”) account. What happened A summary of what happened is below. Mr and Mrs P live overseas but have a UK... (2 pages)View decision -
Decision Reference DRN-5400398
25 Mar 2025 esure Insurance Limited UpheldInsuranceDRN-5400398 The complaint Mr H and Mrs M complain that esure Insurance Limited haven’t given a fair settlement valuation for their car after it was deemed a total loss, and that they closed the claim without reason which delayed the settlement being paid, and Mrs M making a personal inj... (3 pages)View decision -
Decision Reference DRN-4828615
25 Mar 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-4828615 The complaint Mrs M complains that Zopa Bank Limited trading as Zopa is holding her liable for a loan which she says was taken out fraudulently in her name. What happened Around September 2023 Mrs M came across a company, C, claiming to offer a low-risk investment opportunit... (3 pages)View decision -
Decision Reference DRN-5327730
25 Mar 2025 Motorpoint Limited UpheldConsumer CreditDRN-5327730 The complaint Mr C complains about the way that Motorpoint Limited, trading as Motorpoint, dealt with the payments due from him for a car that was supplied to him under a hire purchase agreement. What happened I issued a provisional decision on this complaint earlier this mo... (4 pages)View decision -
Decision Reference DRN-5387482
25 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5387482 The complaint Mr K complains that Nationwide Building Society unreasonably refused his request to withdraw cash after his card was retained by its ATM. And that it unfairly placed a VAB (verbal and aggressive behaviour) report against his record. What happened In July 2024 M... (2 pages)View decision
