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-5754113
29 Aug 2025 Holiday Extras Cover Limited Not upheldInsuranceDRN-5754113 The complaint Mrs and Mr N complain that Holiday Extras Cover Limited changed the wording of their travel insurance policy after they bought their policy which affected their cover for the insured period. They also complain that Holiday Extras put outdated travel insurance p... (4 pages)View decision -
Decision Reference DRN-5760762
29 Aug 2025 Covea Insurance plc Not upheldInsuranceDRN-5760762 The complaint A limited company, which I will refer to as R, complains about the decline of its business interruption insurance claim by Covea Insurance plc. What happened The following is intended only as a summary of the events leading to this complaint. Additionally, alth... (5 pages)View decision -
Decision Reference DRN-5785042
29 Aug 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5785042 The complaint Mr M complains about what he was told when he entered into a hire purchase agreement with BMW Financial Services(GB) Limited trading as BMW Financial (‘BMWFS’). What happened At the end of May 2023 Mr M entered into a hire purchase agreement with BMWFS. The ca... (5 pages)View decision -
Decision Reference DRN-5380507
29 Aug 2025 Vitality Health Limited UpheldInsuranceDRN-5380507 The complaint A limited company, which I will refer to as E, and Mr C complain about the handling of a private medical insurance claim by Vitality Health Limited. Mr C is a director of E, and brings this complaint both on behalf of the company and in his personal capacity. W... (3 pages)View decision -
Decision Reference DRN-5627712
29 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5627712 The complaint Miss H complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss H applied for an Aqua credit card in February 2019. In her application, Miss H said she wa... (3 pages)View decision -
Decision Reference DRN-5241499
29 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5241499 The complaint Ms M is unhappy that Monzo Bank Ltd will not refund £8,540 she lost after she fell victim to an Authorised Push Payment (APP) scam. Ms M is represented in this matter, but for ease of reading I will refer to Ms M throughout this decision. What happened The back... (5 pages)View decision -
Decision Reference DRN-5785219
29 Aug 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5785219 The complaint Mr A is unhappy that Bank of Scotland plc, trading as Halifax, blocked a recurring card payment on his account. What happened Mr A had a recurring card payment set up on his account, with the amount of the payment being around £5 every month. The recurring car... (2 pages)View decision -
Decision Reference DRN-5319509
29 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5319509 The complaint Mrs R complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund payments she made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summar... (5 pages)View decision -
Decision Reference DRN-5784764
29 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5784764 The complaint Mr M complains that Revolut Ltd has declined to refund payments made as part of a scam. What happened Mr M says he fell victim to a scam when trying to book accommodation abroad. After finding a property he was sent a link to a website that he now thinks was a ... (6 pages)View decision -
Decision Reference DRN-5748693
29 Aug 2025 Go Car Credit Limited UpheldConsumer CreditDRN-5748693 The complaint Miss E complains about problems she has had with a car Go Car Credit Limited supplied to her under a hire purchase agreement. What happened The facts of this case are familiar to both sides. Therefore, I do not intend to set out everything that has happened in... (5 pages)View decision