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 367300 results
-
Decision Reference DRN-5051757
12 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5051757 The complaint Mrs C complains that National Westminster Bank Plc didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complain... (4 pages)View decision -
Decision Reference DRN-5402827
12 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5402827 The complaint Mr J complains about the size of a hire car provided by U K Insurance Limited trading as Churchill (“UKI”) following a claim on his motor insurance policy. What happened Mr J’s car was damaged in an accident and needed to be repaired. His insurance policy inclu... (2 pages)View decision -
Decision Reference DRN-5491542
12 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5491542 The complaint Mr S complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr S had an account with Monzo. In August 2024,... (3 pages)View decision -
Decision Reference DRN-4990830
12 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4990830 The complaint Miss W complains about how HSBC Bank UK Plc trading as first direct handled matters when she disputed two transactions on her account. What happened Miss W disputed two transactions on her account, one to a merchant I’ll call A, for £69 and one to a merchant I... (3 pages)View decision -
Decision Reference DRN-5482291
12 May 2025 Ageas Insurance Limited UpheldInsuranceDRN-5482291 The complaint Mrs B and Mr M complain that Ageas Insurance Limited declined their claim made on their motor insurance policy. Mr M is a named driver on Mrs B’s policy. What happened Mr M was driving the car when warning lights came on and he saw smoke and flames coming from... (3 pages)View decision -
Decision Reference DRN-5551845
12 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5551845 The complaint In summary, Mr M complains that NewDay Ltd, irresponsibly provided him with two credit cards he says he couldn’t afford. He also says it shouldn’t have allowed him to make payments to certain merchants, because they were gambling transactions. He asks for compe... (7 pages)View decision -
Decision Reference DRN-5546231
12 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5546231 The complaint Mr D complains that Barclays Bank UK plc trading as Tesco Bank (‘Tesco’) made changes to his account when they’d agreed not to. To put things right Mr D wants Tesco to reissue his credit card or write off his credit card balance. What happened Mr D’s friend w... (4 pages)View decision -
Decision Reference DRN-5541082
12 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5541082 The complaint Mr S complains that Santander UK Plc (‘Santander’) should pay him more compensation, after admitting it provided poor service when he was unable to use his debit card whilst abroad. What happened Mr S attempted unsuccessfully to use his debit card whilst on ho... (3 pages)View decision -
Decision Reference DRN-5552313
12 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5552313 The complaint Mr K complains that NewDay Ltd irresponsibly lent to him. What happened Mr K was approved for a NewDay branded credit card (which I will refer to as A in this decision), in January 2011 with a credit limit of £500. I have detailed the credit limit changes below... (7 pages)View decision -
Decision Reference DRN-4901271
12 May 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-4901271 The complaint Mr J complains that Zurich Assurance Ltd have significantly increased the cost of the life cover in his Adaptable Pension Plan. What happened Mr J has a personal pension term assurance plan with a provider that has now been acquired by Zurich. The plan provides... (3 pages)View decision
