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 375868 results
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Decision Reference DRN-5758806
26 Aug 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5758806 The complaint Mr N’s complaint is about a claim he made on his Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy, which C&G initially agreed to pay, then declined, following which they voided the policy entirely. Mr N says C&G tre... (4 pages)View decision -
Decision Reference DRN-5356728
26 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5356728 The complaint The partners in a partnership, which I’ll refer to as F, complain that Lloyds Bank PLC misled them about their personal liability for a bounce back loan (“BBL”). What happened The partners took out a £50,000 BBL in 2020. F was ultimately unable to recover from ... (2 pages)View decision -
Decision Reference DRN-5777461
26 Aug 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5777461 The complaint Mr and Mrs F complain about the way AXA Insurance UK Plc handled a claim they made on their home insurance policy. What happened The details of this claim are well known to both parties, so below is a summary of key events important to this complaint. Mr and Mrs F... (6 pages)View decision -
Decision Reference DRN-5707929
26 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5707929 The complaint Mr M has complained Nationwide Building Society won’t refund him for transactions he didn’t authorise. What happened In November 2024 on a night out, Mr M had his phone stolen. He’d been using it at the time. There were numerous transactions made using Mr M’s d... (3 pages)View decision -
Decision Reference DRN-5771792
26 Aug 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5771792 The complaint Miss R complains about a claim she made to Capital One (Europe) plc (Capital One) in respect of a holiday resort not being as described. What happened In April 2024, Miss R made a partial payment of £700 using her Capital One credit card for a packaged holiday ... (7 pages)View decision -
Decision Reference DRN-5671803
26 Aug 2025 One Insurance Limited UpheldInsuranceDRN-5671803 The complaint Mr S complains One Insurance Limited (One Insurance) provided a poor level of service and a delay after he made a claim on his motor insurance policy. What happened Mr S made a claim on his motor insurance policy after he was involved in an incident with a thi... (2 pages)View decision -
Decision Reference DRN-5636832
26 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5636832 The complaint Mr I is unhappy Monzo Bank Ltd (‘Monzo’) haven’t agreed a chargeback for a purchase he made using his debit card. What happened In July 2024, Mr I made a transaction to an online clothing retailer for £577.60. After Mr I received the items, he decided he no lo... (3 pages)View decision -
Decision Reference DRN-5683193
26 Aug 2025 Golden Charter Limited Not upheldFuneral Planning ServicesDRN-5683193 The complaint Mr B is unhappy that his pre-paid funeral plan provider, Golden Charter Limited, won’t appoint his preferred funeral director to carry out his funeral. He’s also unhappy that if he were to cancel his plan, Golden Charter would refund him less than he paid. Wha... (3 pages)View decision -
Decision Reference DRN-5553816
26 Aug 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5553816 The complaint Miss M complains that Lowell Portfolio I Ltd (Lowell) are pursuing her for a debt they haven’t proven is valid and owing. What happened Miss M’s complaint centres around a loan account in Miss M’s name that was taken with a bank – I’ll refer to as N. The loan a... (4 pages)View decision -
Decision Reference DRN-5765133
26 Aug 2025 Canada Life Limited Not upheldInsuranceDRN-5765133 The complaint Mr P is unhappy that Canada Life Limited (Canda Life) declined a claim on his employer’s income protection policy. What happened Mr P is the beneficiary of his employer’s group income protection scheme. Mr P made a claim as he was experiencing a number of sympt... (3 pages)View decision
