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
-
Decision Reference DRN-5493992
5 Aug 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5493992 The complaint Miss H complains Capital One (Europe) plc trading as Capital One (Capital One) failed to carry out proportionate financial checks before approving two credit card accounts for her. What happened Miss H says Capital One approved two credit card accounts for her ... (3 pages)View decision -
Decision Reference DRN-5544704
5 Aug 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5544704 The complaint Miss K has complained about how Lloyds Bank General Insurance Limited (Lloyds) dealt with claim under her home insurance policy. References to Lloyds include contractors acting on its behalf. What happened Miss K contacted Lloyds to make a claim for an escape... (4 pages)View decision -
Decision Reference DRN-5734975
5 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5734975 The complaint Ms F complains Barclays Bank UK PLC trading as Barclaycard didn’t do enough to help get a refund for transactions made on her credit card. What happened Ms F had a membership with a delivery company I’ll call “Y”, that in part meant she’d get no delivery charg... (3 pages)View decision -
Decision Reference DRN-5683175
5 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5683175 The complaint Mr C complains that Bank of Scotland plc trading as Halifax did not pay him reward payments he was eligible to receive as part of his Reward current account. What happened Mr C held a Reward current account. Providing certain conditions were met in a calendar m... (2 pages)View decision -
Decision Reference DRN-5718219
5 Aug 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5718219 The complaint Mr G complains The Royal Bank of Scotland Plc didn’t do enough to get a refund for a transaction made on his debit card. What happened In January 2025, Mr G booked a hotel stay through a comparison website I’ll call “H”, paying with his RBS debit card. Mr G th... (3 pages)View decision -
Decision Reference DRN-5575853
5 Aug 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5575853 The complaint Mrs W has complained about how Accredited Insurance (Europe) Limited dealt with the claim she made following an escape of water in her home. Mrs W is the policyholder. She’s been represented in the complaint by Mr W. Comments and submissions attributed in thi... (3 pages)View decision -
Decision Reference DRN-5531464
5 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5531464 The complaint Miss W complains that Monzo Bank Ltd trading as Monzo lent to her irresponsibly. What happened On 15 March 2020, Miss W applied for - and was given - an overdraft of £1,750. The overdraft limit has not changed since. On 16 October 2024, Miss W complained to Mo... (3 pages)View decision -
Decision Reference DRN-5735114
5 Aug 2025 British Gas Insurance Limited UpheldInsuranceDRN-5735114 The complaint Mr and Mrs M have complained about the way British Gas Insurance Limited handled a claim they made under their home emergency insurance policy. Reference to British Gas includes its agents and representatives. What happened The circumstances aren’t in dispute... (6 pages)View decision -
Decision Reference DRN-5680964
5 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5680964 The complaint Mr R complains that NewDay Ltd (‘NewDay’), trading as Pulse Credit Card, shouldn’t have approved a payment that allowed him to go over-limit. He says the payment had also been taken early and shouldn’t have been. What happened The detailed background to this co... (2 pages)View decision -
Decision Reference DRN-5729767
5 Aug 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5729767 The complaint Mr Q has complained about his commercial vehicle insurer Accredited Insurance (Europe) Ltd regarding a claim he made to it in 2023. What happened There was an incident in 2023 in which Mr Q’s vehicle was damaged, he made a claim and AIE took the vehicle for r... (4 pages)View decision