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 400695 results
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Decision Reference DRN-5910947
5 Nov 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5910947 The complaint Miss A complains Vanquis Bank Limited (“Vanquis”) irresponsibly lent to her. What happened In February 2017 Miss A applied for a credit card with Vanquis. The application was accepted, and Vanquis provided Miss A with an initial limit of £500. In July 2017 Va... (3 pages)View decision -
Decision Reference DRN-5929996
5 Nov 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5929996 The complaint Mr and Mrs S’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (22 pages)View decision -
Decision Reference DRN-5730984
5 Nov 2025 U K Insurance Limited Not upheldInsuranceDRN-5730984 The complaint Mr H is unhappy with UK Insurance Limited’s (UKI) handling and settlement of a claim he made under his motor insurance policy. What happened Mr H made a claim under his motor insurance policy after he was involved in an accident. Mr H has complained that UKI un... (4 pages)View decision -
Decision Reference DRN-5839191
5 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5839191 The complaint Mrs J’s complaint is about a claim she made on her Aviva Insurance Limited (‘Aviva’) legal expenses insurance policy, which was declined. Mrs J says that Aviva treated her unfairly. In this decision all references to Aviva include their claims handlers. What ha... (3 pages)View decision -
Decision Reference DRN-5677022
5 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5677022 The complaint Mr L complains that Monzo Bank Ltd (‘Monzo’) won’t refund him the money he lost after he fell victim to an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties and has been laid out in detail by our... (4 pages)View decision -
Decision Reference DRN-5593377
5 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5593377 The complaint Mr C complains HSBC UK Bank Plc (“HSBC”) won’t refund the money he lost as a result of a scam. What happened Between July and September 2024, Mr C made three payments for the purpose of leasing a vehicle. Mr C was looking for a new vehicle and searched for ve... (6 pages)View decision -
Decision Reference DRN-5925474
5 Nov 2025 WPS ADVISORY Ltd UpheldPensions and AnnuitiesDRN-5925474 The complaint Mr Z has complained to WPS Advisory Ltd (WPS) about its retention of the advice fee it charged him for facilitating a transfer of his pension benefits. Mr Z considers that, given what he considers to be the errors involved in the transfer of his pension benefit... (9 pages)View decision -
Decision Reference DRN-5746648
5 Nov 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5746648 The complaint Mr B and Miss M have complained that Inter Partner Assistance (“IPA”) declined a claim made under their travel insurance policy. What happened The background to this complaint is well known to the parties so it serves no purpose for me to repeat it in detail he... (3 pages)View decision -
Decision Reference DRN-5929415
5 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5929415 The complaint K, a limited company, is complaining that Lloyds Bank PLC didn’t do enough to prevent it from making payments to a scam. The complaint is brought on K’s behalf by its director, Mr W. What happened Both parties are familiar with the circumstances of this complai... (3 pages)View decision -
Decision Reference DRN-5720217
5 Nov 2025 Volvo Car UK Limited Not upheldConsumer CreditDRN-5720217 The complaint Mr S complains about the way in which Volvo Car UK Limited (Volvo) handled the delivery and pricing of a vehicle he acquired through a conditional sale agreement. What happened In February 2025, Mr S placed an order with Volvo to acquire a new car through a con... (3 pages)View decision