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 401363 results
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Decision Reference DRN-5647415
10 Oct 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5647415 The complaint Mr P complains that Watford Insurance Company Europe Limited declined a claim he made on his commercial vehicle insurance policy. What happened Mr P held a commercial vehicle insurance policy with Watford. He said when driving through a ford, his van stopped wo... (3 pages)View decision -
Decision Reference DRN-5622953
10 Oct 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5622953 The complaint Miss P complains that she was mis-sold a hire purchase agreement for a vehicle financed by Stellantis Financial Services UK Limited (‘Stellantis’). What happened The parties are familiar with the background details of this complaint – so I will briefly summaris... (2 pages)View decision -
Decision Reference DRN-5859963
10 Oct 2025 Tandem Home Loans Ltd UpheldMortgagesDRN-5859963 The complaint Mr S complains that Tandem Home Loans Ltd (‘Tandem’) gave him a secured loan without adequately checking it would be affordable. What happened Following advice from a third-party broker, Mr S took out a secured loan with Tandem in October 2023. The loan was for... (6 pages)View decision -
Decision Reference DRN-5695388
10 Oct 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5695388 The complaint Mr and Mrs C complain that TSB Bank plc unfairly defaulted their overdraft account. What happened Mr and Mrs C had a joint overdraft account with TSB. They state that TSB closed their overdraft account and defaulted it unfairly. They say that while TSB state th... (3 pages)View decision -
Decision Reference DRN-5874049
10 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5874049 The complaint Mr and Mrs D, who bring their complaint with the assistance of a representative, are unhappy National Westminster Bank Plc (’NatWest’) won’t reimburse funds they lost from fraud. As the events occurred through the perspective of Mr D, for ease of reading, I wil... (6 pages)View decision -
Decision Reference DRN-5836420
10 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5836420 The complaint Mrs C complains Lloyds Bank PLC rejected her claim for a refund, for a washer dryer bought using her credit card. What happened In September 2024, Mrs C bought a washer dryer from a company I’ll call “M”, paying with her Lloyds credit card, which was delivered... (4 pages)View decision -
Decision Reference DRN-5777002
10 Oct 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5777002 The complaint Mr K complains Metro Bank PLC unfairly closed his account and provided poor service. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mr K opened a Metro account in December 2024. Fol... (4 pages)View decision -
Decision Reference DRN-5794430
10 Oct 2025 Zurich Insurance Company Ltd UpheldInsuranceDRN-5794430 The complaint Mr and Mrs W complain about the way Zurich Insurance Company Limited handled a medical expenses claim they made on a travel insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what ... (4 pages)View decision -
Decision Reference DRN-5715513
10 Oct 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5715513 The complaint Mr G and Miss P have complained that Admiral Insurance (Gibraltar) Limited added a second home insurance policy when Mr G bought a car insurance policy. They are unhappy with the way Admiral has dealt with a claim they made for storm damage – and that they have... (3 pages)View decision -
Decision Reference DRN-5875364
10 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5875364 The complaint Mr P complains that Monzo Bank Ltd hasn’t refunded him for an item he purchased using his debit card, that he didn’t receive. What happened On 23 February 2025 Mr P made a purchase for some hair products that totalled around £112 using his debit card. He later... (5 pages)View decision