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-5706241
30 Jul 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5706241 The complaint Ms M complains that Madison CF UK Limited trading as 118 118 Money (118 118 Money) acted irresponsibly in granting her a credit card account, as she says it was unaffordable for her. What happened Ms M took out a credit card with 118 118 Money in July 2019. The... (3 pages)View decision -
Decision Reference DRN-5552321
30 Jul 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5552321 The complaint Mr M says Advantage Insurance Company Limited provided poor service when he made a claim on his motor insurance policy, especially in relation to child seat provision in a hire car. What happened Mr M’s car was damaged in a non-fault accident on 17 October 202... (3 pages)View decision -
Decision Reference DRN-5724923
30 Jul 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5724923 The complaint Mrs A complains that Liverpool Victoria Insurance Company Limited (LV) declined a claim made under her home insurance policy. What happened Mrs A had home insurance with LV. In October 2024, following bad weather, Mrs A noticed water had entered her home via a... (4 pages)View decision -
Decision Reference DRN-5723601
30 Jul 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5723601 The complaint Mr S is unhappy that a car supplied to him under a conditional sale agreement with Moneybarn No.1 Limited was of an unsatisfactory quality. What happened In April 2024, Mr S was supplied with a used car through a conditional sale agreement with Moneybarn. he p... (6 pages)View decision -
Decision Reference DRN-5347910
30 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5347910 The complaint Mr W complains that Nationwide Building Society closed his accounts. What happened Mr W had a credit card and a cashbuilder book account with Nationwide. In October 2024, Mr W visited a branch of Nationwide to discuss his credit card account. Nationwide said he... (2 pages)View decision -
Decision Reference DRN-5359845
30 Jul 2025 Lenvi Servicing Limited UpheldMortgagesDRN-5359845 The complaint Mr and Mrs M complain that Lenvi Servicing Limited (Lenvi) caused delays when they applied to remortgage their first charge mortgage. They said the delays have caused them a significant financial strain and they’ve been forced to make several mortgage payments ... (4 pages)View decision -
Decision Reference DRN-5280598
30 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5280598 The complaint Mr V complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he fell victim to a scam and would like it to refund him the money he has lost. What happened Mr V received a message from an individual claiming to be from a recruit... (3 pages)View decision -
Decision Reference DRN-5712138
30 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5712138 The complaint Miss B complaints that HSBC UK Bank Plc (“HSBC”) unfairly applied a default as she didn’t receive any notification letters from them. What happened Miss B had an overdraft with HSBC. Her credit limit was £1,000 and Miss B hadn’t paid anything into the account ... (2 pages)View decision -
Decision Reference DRN-5690080
30 Jul 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5690080 The complaint Mrs S has complained that Zurich Insurance Company Ltd (Zurich) unfairly declined a claim under her home insurance policy. Mrs S is represented for her complaint but, for ease, I will normally only refer to Mrs S because she is the policyholder. References to... (4 pages)View decision -
Decision Reference DRN-5632331
30 Jul 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5632331 The complaint Miss C complains about the way Lloyds Bank General Insurance Limited (Lloyds) handled the claim she made under her home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. In Marc... (3 pages)View decision