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-5677203
29 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5677203 The complaint Mr W complains that Monzo Bank Ltd hasn’t fully refunded the money he lost when he made a payment that turned out to be an APP scam. What happened In February 2025, Mr W required some home improvement works to be carried out. He found a trader who appeared suit... (4 pages)View decision -
Decision Reference DRN-5706152
29 Aug 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5706152 The complaint Mr B complains about how West Bay Insurance Plc (“West Bay”) dealt with a claim he made on his commercial vehicle insurance policy, after a third party hit his van. What happened Mr B has commercial vehicle insurance with West Bay for his van which he uses for... (3 pages)View decision -
Decision Reference DRN-5757067
29 Aug 2025 Shawbrook Bank Limited Not upheldBanking and PaymentsDRN-5757067 The complaint Ms L complains that Shawbrook Bank Limited won’t provide her with printed communications about her ISA including sending a paper statement in the post. What happened Ms L says that not having a paper statement has caused her frustration, financial loss and that... (3 pages)View decision -
Decision Reference DRN-5778290
29 Aug 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5778290 The complaint Mr L complains that MotoNovo Finance Limited (MotoNovo) didn’t provide adequate information about how he should return a bike when his finance agreement ended. What happened The detailed background to this complaint is well known to both parties. So, I’ll only ... (2 pages)View decision -
Decision Reference DRN-5783065
29 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5783065 The complaint Ms W complains that Santander UK Plc ought to have done more to prevent her from being defrauded. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In late 2022, Ms W received a telephone ... (4 pages)View decision -
Decision Reference DRN-5565341
29 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5565341 The complaint Mr I complains that Clydesdale Bank Plc, trading as Virgin Money, won’t refund money he’s lost in a scam. What happened Mr I was the victim of a purchase scam. Mr I paid a painter and decorator a deposit of £1,680 for work on a property he’d recently purchase... (3 pages)View decision -
Decision Reference DRN-5731847
29 Aug 2025 Chubb European Group SE Not upheldInsuranceDRN-5731847 The complaint Mr K is unhappy with how Chubb European Group SE handled claims on his travel insurance policy. What happened Following trips in 2024 Mr K made claims on his travel insurance policy. He complained about the amount Chubb paid for a missed departure claim. And h... (2 pages)View decision -
Decision Reference DRN-5777164
29 Aug 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5777164 The complaint Miss P complains that Advantage Insurance Company Limited were overly demanding and caused unnecessary upset when requiring proof that she had not modified her car. Miss P has been represented by her father when making this complaint but for simplicity I will r... (2 pages)View decision -
Decision Reference DRN-5783093
29 Aug 2025 Barclays Bank UK PLC UpheldInsuranceDRN-5783093 The complaint Mrs M has complained that Barclays Bank PLC (trading as Barclaycard) failed to raise a claim on her credit card payment protection insurance (PPI) policies when she became unable to work in 2018. What happened Mrs M held two credit card accounts with Barclays,... (3 pages)View decision -
Decision Reference DRN-5780779
29 Aug 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5780779 The complaint Mr S complains that Domestic & General Insurance Plc (D&G) acted unfairly when he made a claim on his device protection insurance and he complained to it. What happened Mr S has device protection insurance, insured by D&G. In October 2024 he claimed... (4 pages)View decision