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 374385 results
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Decision Reference DRN-5748935
12 Aug 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5748935 The complaint Mr K’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna Consumer Finance (‘the Lender’), acted unfairly and unreasonably by (1) deciding against paying a claim made under Section 75 of the Consumer Credit Act 1974 (‘CCA’), (2) bein... (4 pages)View decision -
Decision Reference DRN-5712244
12 Aug 2025 Chubb European Group SE UpheldInsuranceDRN-5712244 The complaint Mr R has complained that Chubb European Group SE unreasonably refused to pay his claim under his purchase protection and refund protection policy provided via his credit card which is underwritten by Chubb What happened Mr R bought a computer monitor from a wel... (3 pages)View decision -
Decision Reference DRN-5720007
12 Aug 2025 Phoenix Life CA Limited Not upheldInsuranceDRN-5720007 The complaint The estate of Mr C (the estate) complains that Phoenix Life CA Limited (PL) hasn’t paid out a claim on a life insurance policy. What happened The late Mr C took out a life assurance policy which started in May 1987. I’m sorry to hear that Mr C passed away in Ju... (2 pages)View decision -
Decision Reference DRN-5742399
12 Aug 2025 Evolution Insurance Company Limited UpheldInsuranceDRN-5742399 The complaint Mr O has complained because it took Evolution Insurance Company Limited three attempts to fix a fault with a boiler that he claimed for under his home emergency insurance policy. What happened Mr O contacted Evolution as his boiler had stopped working. He said... (4 pages)View decision -
Decision Reference DRN-5746688
12 Aug 2025 Vitality Health Limited UpheldInsuranceDRN-5746688 The complaint Mr K is unhappy with Vitality Health Limited (Vitality) as it informed him that new benefits were coming onto his private medical insurance policy. What happened The background to this complaint is well-known to both parties. So, I’ve simply set out a summary o... (3 pages)View decision -
Decision Reference DRN-5727914
12 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5727914 The complaint Miss C complains about the way Barclays Bank UK PLC (’Barclays’) handled her chargeback claims. What happened Miss C says that she went to a clinic to have certain treatment. I’ll refer to this clinic as M. She paid over £8,200 upfront and was told she could c... (6 pages)View decision -
Decision Reference DRN-5514777
12 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5514777 The complaint Miss O complains that National Westminster Bank Public Limited Company (NatWest) irresponsibly lent to her. What happened Miss O was approved for a NatWest credit card in August 2024 with a £1,900 credit limit. Miss O says she already had a credit card with ano... (2 pages)View decision -
Decision Reference DRN-5485540
12 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5485540 The complaint Miss G complains Monzo Bank Ltd won’t refund the money she sent to an online casino which she now thinks was operating a scam. What happened In June 2024, Miss G used her Monzo card to deposit funds with an online casino (“O”). But when she tried to withdraw fr... (3 pages)View decision -
Decision Reference DRN-5658347
12 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5658347 The complaint Mr I complains NewDay Ltd trading as Aqua (NewDay) acted irresponsibly when it approved a credit card account for him. What happened Mr I says NewDay approved a credit card account for him in January 2022 with a credit limit of £450 and then increased the limit... (3 pages)View decision -
Decision Reference DRN-5428523
12 Aug 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5428523 The complaint Mr H complains Hargreaves Lansdown Asset Management Limited trading as Hargreaves Lansdown (‘HLAM’) took money from his account without his consent after making an error. What happened Mr H had an investment account with HLAM. On 3 April 2024 HLAM paid a divide... (3 pages)View decision
