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 393318 results
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Decision Reference DRN-5541976
23 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5541976 The complaint Ms O complains Monzo Bank Ltd has recorded her personal details with Cifas – a fraud prevention database - and won’t remove them. What happened On 18 January 2025, Ms O received a payment of £998 into her Monzo account. On the same day, Monzo received notifica... (3 pages)View decision -
Decision Reference DRN-5834255
23 Sep 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5834255 The complaint Mr B V complaint is about the refusal of a claim under the legal expenses section of his sole trader business insurance policy with The National Farmers' Union Mutual Insurance Society Limited (“NFUM”). NFUM is the underwriter of this policy, i.e. the insure... (4 pages)View decision -
Decision Reference DRN-5644324
23 Sep 2025 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-5644324 The complaint Mr L and Mrs L (Mr and Mrs L) complain about Liverpool Victoria Financial Services Limited declining a claim on their critical illness policy. What happened Mr and Mrs L took out a life and critical illness policy through a broker with LV in April 2018. Followi... (3 pages)View decision -
Decision Reference DRN-5821517
23 Sep 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5821517 The complaint Mrs T complains because Great Lakes Insurance UK Limited restricted cover under her travel insurance policy when she notified it about an upcoming medical procedure. All references to Great Lakes include the agents appointed to administer policies and handle co... (4 pages)View decision -
Decision Reference DRN-5601198
23 Sep 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5601198 The complaint Miss R complains Vanquis Bank Limited (Vanquis) failed to carry out adequate financial checks before it approved a credit card account for her. What happened Miss R says Vanquis approved a credit card account for her in February 2020 with a credit limit of £500... (3 pages)View decision -
Decision Reference DRN-5649337
23 Sep 2025 Airwallex (UK) Limited UpheldBanking and PaymentsDRN-5649337 The complaint H, a limited company, has complained Airwallex (UK) Limited won’t refund them for transactions they didn’t authorise. What happened In October 2024 staff at H received a call supposedly from Airwallex. This call was transferred to a member of staff (who I’ll ca... (3 pages)View decision -
Decision Reference DRN-5643868
23 Sep 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5643868 The complaint Miss B complains that a car supplied to her under a hire purchase agreement with Oodle Financial Services Limited (OFS) is of unsatisfactory quality. What happened “The circumstances surrounding this complaint and my initial findings were set out in my provisio... (4 pages)View decision -
Decision Reference DRN-5768107
23 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5768107 The complaint Mr O complains Nationwide Building Society (“Nationwide”) hasn’t refunded funds he says he lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mr O said he was... (4 pages)View decision -
Decision Reference DRN-5550054
23 Sep 2025 Wesleyan Assurance Society Not upheldPensions and AnnuitiesDRN-5550054 The complaint Mr A complains that Wesleyan Assurance Society (Wesleyan) delayed the payment of an income withdrawal from his Personal Pension Plan (PPP) and then provided incorrect valuations of his plan, dramatically reducing its value. He wants the higher value reinstated.... (3 pages)View decision -
Decision Reference DRN-5669984
23 Sep 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5669984 The complaint Mr O complains that Metro Bank PLC (‘Metro’) won’t refund the money he says was lost as the result of a scam. What happened Mr O says he was subletting a property through an individual I’ll refer to as S. Mr O made rent payments in August 2024 for £712.08 and ... (3 pages)View decision