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-5666739
5 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5666739 The complaint Mr G complains about the market value Admiral Insurance (Gibraltar) Limited placed on his car when settling a claim made under his motor insurance policy. What happened Mr G had a motor insurance policy underwritten by Admiral. In December 2024, Mr G’s car was... (3 pages)View decision -
Decision Reference DRN-5733647
5 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5733647 The complaint E’s complaint is that Monzo Bank Ltd (Monzo) is refusing to refund the amount that was lost as the result of a scam. E is being represented by one of its directors. I will refer to this person as Mrs S. What happened The background of this complaint is well kno... (2 pages)View decision -
Decision Reference DRN-5735454
5 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5735454 The complaint Mrs R’s complaint is about Clydesdale Bank Plc trading as Virgin Money’s handling of a dispute about the quality of a sofa she purchased with her credit card. What happened In December 2020 Mrs R purchased a sofa from a merchant (who I’ve referred to as ‘D’ thr... (6 pages)View decision -
Decision Reference DRN-5733018
5 Aug 2025 Lendable Ltd Not upheldConsumer CreditDRN-5733018 The complaint Mr M complains Lendable Ltd are unfairly holding him responsible for an £8,700 loan he says he didn’t apply for. What happened Mr M fell victim to an investment scam following an advertisement he’d seen on social media. Mr M was contacted by the scammer and do... (4 pages)View decision -
Decision Reference DRN-5677934
5 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5677934 The complaint Ms O complains that interest charges Barclays Bank UK PLC, trading as Tesco Bank, charged her were unclear. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events h... (2 pages)View decision -
Decision Reference DRN-5002408
5 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5002408 The complaint Miss T is unhappy that Revolut Ltd won’t reimburse money she lost to a scam. Miss T has brought her complaint with the assistance of a professional representative. But for ease I’ll refer to all their submissions as being from Miss T. What happened Miss T says ... (4 pages)View decision -
Decision Reference DRN-5632540
5 Aug 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5632540 The complaint Mr S has complained that Aviva Insurance Limited made the wrong decision to deal with a claim he made under his car insurance policy as a total loss settlement. He is unhappy this decision led to a delay in Aviva agreeing to repair his car instead. What happene... (2 pages)View decision -
Decision Reference DRN-5663774
5 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5663774 The complaint Miss S complains that despite being aware of her problem gambling and having gambling block enabled on her account that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) failed to contact her or intervene when large sums of money were withdrawn from ... (3 pages)View decision -
Decision Reference DRN-5718839
5 Aug 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5718839 The complaint Mrs G, Mr G and Mr G1 complain about how Inter Partner Assistance SA (IPA) dealt with a claim against their travel insurance policy. Reference to IPA includes its agents. Mr G1 has dealt with the correspondence in this case, so for ease I’ll refer mostly to Mr ... (3 pages)View decision -
Decision Reference DRN-5628416
5 Aug 2025 Curtis Banks Limited Not upheldPensions and AnnuitiesDRN-5628416 The complaint Mr S complains that Curtis Banks Limited provided him with poor service for his Self- Invested Personal Pension (SIPP). He said it’d issued invoices for 2022 and 2023 in July 2024 and that it’d sent him an out-of-date annual valuation for 2024. What happened Mr... (7 pages)View decision