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-5794663
10 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5794663 The complaint Mrs G complains that Monzo Bank Ltd (‘Monzo’), hasn’t reimbursed the money she believes she lost to an authorised push payment (‘APP’) scam. What happened The details of this case are well-known to both parties, so I don’t need to repeat them at length here. ... (6 pages)View decision -
Decision Reference DRN-5606653
10 Oct 2025 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5606653 The complaint Mr N complains about the way PROPEL HOLDINGS (UK) LIMITED trading as Quidmarket dealt with his loan application. What happened In December 2024, Mr N successfully applied for a fixed sum loan with Quidmarket. The loan was for £600 to be repaid over six-monthly ... (3 pages)View decision -
Decision Reference DRN-5542356
10 Oct 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5542356 The complaint Mrs H complains about the quality of building work financed by Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (‘MC’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. ... (4 pages)View decision -
Decision Reference DRN-5775497
10 Oct 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5775497 The complaint Mr N complains about the service he received from Kroo Bank Ltd (“Kroo”) when he sent a payment to his Kroo account which triggered a security check. In particular, Mr N is unhappy that the in-app message referred to an option to cancel and return the payment b... (3 pages)View decision -
Decision Reference DRN-5522377
10 Oct 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5522377 The complaint Mr H has complained that Great Lakes Insurance UK Limited unreasonably refused to pay his claim under his mobile phone insurance policy. What happened Mr H bought a new phone around the 16 October 2024 with a UK monthly sim. He also bought this mobile phone po... (4 pages)View decision -
Decision Reference DRN-5872626
10 Oct 2025 AWP P&C S.A. Not upheldInsuranceDRN-5872626 The complaint Mr and Mrs B complain that AWP P&C S.A. declined a claim under their travel insurance policy. What happened Mr and Mrs B held a single trip travel insurance policy that covered them for a trip between 26 August and 10 September 2024. The insurer was AWP. ... (4 pages)View decision -
Decision Reference DRN-5560171
10 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5560171 The complaint and background Mrs F is unhappy Monzo Bank Ltd (‘Monzo’) won’t reimburse £1,000 that she lost when she fell victim to a cryptocurrency investment scam. Our investigator didn’t uphold the complaint. She didn’t think any of the payments looked suspicious such th... (2 pages)View decision -
Decision Reference DRN-5874437
10 Oct 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5874437 The complaint Miss H has complained that Watford Insurance Company Europe Limited unfairly declined to pay a claim she made on her motor insurance policy. She also complained that it sold her car’s salvage without her permission. Reference to Watford includes the claims hand... (4 pages)View decision -
Decision Reference DRN-5874464
10 Oct 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5874464 The complaint Mr and Mrs B complain that Great Lakes Insurance UK Limited hasn’t fairly settled a claim they made on a single trip travel insurance policy. What happened The circumstances of this complaint are well-known to both parties. So I’ve simply set out a summary of w... (4 pages)View decision -
Decision Reference DRN-5514837
10 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5514837 The complaint Mr J complains that Santander UK Plc won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both ... (2 pages)View decision