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 381195 results
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Decision Reference DRN-5377510
27 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5377510 The complaint Miss L complains that UK Insurance Limited (UKI) cancelled her motor insurance policy and that it hasn’t applied her No Claims Discount (NCD) at her policy renewals. What happened Miss L called UKI to defer a month’s direct debit payment and UKI said it would ... (2 pages)View decision -
Decision Reference DRN-5408551
27 Mar 2025 FirstRand Bank Limited Not upheldConsumer CreditDRN-5408551 The complaint Ms W complains that FirstRand Bank Limited trading as Motonovo Finance (“Motonovo”) didn’t carry out any checks into her financial circumstances when it agreed to lend to her. Ms W is also unhappy about the interest rate she received. What happened In July 201... (5 pages)View decision -
Decision Reference DRN-4790433
27 Mar 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4790433 The complaint Mr S complains about the decision taken by American Express Services Europe Limited (AESEL) to decline his claim for compensation for what he says was a failed remap, or a poor remap, of his car. What happened In December 2022, Mr S had his car remapped, to en... (5 pages)View decision -
Decision Reference DRN-4895461
27 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4895461 The complaint Mr O complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr O is being represented by a third party. To keep things simple, I will refer to Mr O throughout my decision. What happened Mr O tells us that he f... (4 pages)View decision -
Decision Reference DRN-5366158
27 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5366158 The complaint Ms W complains that Vanquis Bank Limited irresponsibly lent to her. Ms W is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Ms W herself. What happen... (3 pages)View decision -
Decision Reference DRN-5380857
27 Mar 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5380857 The complaint Mr B complains that Madison CF UK Limited trading as 118 118 Money lent irresponsibly when it approved his credit card application. What happened Mr B applied for a credit card with 118 118 Money in February 2021. In his application, Mr B said he was employed ... (3 pages)View decision -
Decision Reference DRN-5426035
27 Mar 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5426035 The complaint Mrs G complains about Advantage Insurance Company Limited (Advantage) decision to cancel her motor insurance policy after her named driver was involved in a road traffic accident and was subsequently breathalysed and found to be over the prescribed legal alcoho... (3 pages)View decision -
Decision Reference DRN-4771055
27 Mar 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4771055 The complaint Mr H complains that Capital One (Europe) plc won’t refund the money he lost to a scam. Mr H has used a professional representative to bring this complaint to our service and they have made submissions on his behalf. For consistency, I’ll refer to Mr H througho... (5 pages)View decision -
Decision Reference DRN-5367816
27 Mar 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5367816 The complaint Ms L complains that J.P. Morgan Europe Limited trading as Chase (“Chase”) delayed a payment by performing checks on it. What happened In August 2024, Ms L wanted to make a transfer between two accounts she held with Chase, but the payment wasn’t made. She spoke... (3 pages)View decision -
Decision Reference DRN-5169783
27 Mar 2025 Barclays Bank UK PLC Not upheldInsuranceDRN-5169783 The complaint Mr H has complained that Barclays Bank UK PLC (Barclays), didn’t tell him that the cover provided by his gadget insurance policy had been changed to exclude damage to laptops. What happened Mr H took out a policy through Barclays which covered mobile phones, ga... (2 pages)View decision
