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-5737633
15 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5737633 The complaint Mr P complains Monzo Bank Ltd recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr P held an account with Monzo. In January 2024, he received se... (2 pages)View decision -
Decision Reference DRN-5622016
15 Sep 2025 Wakam UpheldInsuranceDRN-5622016 The complaint Ms H complains that Wakam has unfairly declined a claim under her pet insurance policy. Where I refer to Wakam, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed background to this compla... (3 pages)View decision -
Decision Reference DRN-5798034
15 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5798034 The complaint Mr D and Mrs D complain about the premium they have paid to U K Insurance Limited (UKI) under their home insurance policy. This complaint has been bought by both Mr D and Mrs D, but as Mr D has been leading in the complaint, and for ease, I’ve referred to him t... (2 pages)View decision -
Decision Reference DRN-5767962
15 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5767962 The complaint Ms C complains as a director of K, a limited company, that HSBC UK Bank Plc gave her poor customer service and failed to action the refund of a direct debit paid in error immediately. What happened K had a direct debit arrangement with the local council for pay... (3 pages)View decision -
Decision Reference DRN-5703786
15 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5703786 The complaint Miss A complains that Lloyds Bank PLC mistakenly closed her bank account without warning and took over two weeks to replace a bank card for an account she manages for her son. What happened Miss A called Lloyds on 6 April 2025 when she hadn’t received a bank c... (4 pages)View decision -
Decision Reference DRN-5610709
15 Sep 2025 Chubb European Group SE Not upheldInsuranceDRN-5610709 The complaint Miss B is unhappy with how Chubb European Group SE trading as Combined Insurance (Chubb) has handled her income protection insurance claim. What happened Miss B has an income protection policy. The underwriter is Chubb. She submitted a claim in 2022. Miss B sai... (2 pages)View decision -
Decision Reference DRN-5762995
15 Sep 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5762995 The complaint Mr S complains The National Farmers’ Union Mutual Insurance Society Limited (NFU) has recorded a fault claim against his motor insurance policy following an accident. What happened The circumstances of this complaint will be well known to both parties and so I’... (3 pages)View decision -
Decision Reference DRN-5811506
15 Sep 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5811506 The complaint Mr and Mrs H’s complaint is, in essence, that Shawbrook Bank Limited (‘the Lender’), acted unfairly and unreasonably by (1) Being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (‘CCA’). (2) Deciding against... (4 pages)View decision -
Decision Reference DRN-5706009
15 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5706009 The complaint Miss M complains that Admiral Insurance (Gibraltar) Limited haven’t fully settled a claim she made on a personal accident insurance policy and with the service she’s received. What happened Miss M had a personal accident insurance policy linked to a motor insur... (10 pages)View decision -
Decision Reference DRN-5723115
15 Sep 2025 Alwyn Insurance Company Limited Not upheldInsuranceDRN-5723115 The complaint Mr P complains that Alwyn Insurance Company Limited declined a claim on his motorcycle insurance policy. Mr P’s policy was sold and is administered by a third-party company on Alwyn’s behalf and all of Mr P’s correspondence has been with this company. However, ... (4 pages)View decision