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-5836389
7 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5836389 The complaint Mrs G complains that U K Insurance Limited trading as Direct Line (‘UKI’) declined her claim for storm damage under her home insurance policy. She’s also unhappy with the settlement offered for internal damage. What happened The following is intended as a summ... (4 pages)View decision -
Decision Reference DRN-5864478
7 Oct 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5864478 The complaint Mr and Mrs B, and Mrs G, complain that INTACT INSURANCE UK LIMITED (IIUK) declined a claim made under their home insurance policy. Where I’ve referred to IIUK throughout, this includes where they were trading under a different name during the claim and also in... (7 pages)View decision -
Decision Reference DRN-5419350
7 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5419350 The complaint Mr A is complaining that Monzo Bank Ltd won’t refund a payment he said he didn’t make. The complaint is brought on his behalf by a professional representative but for ease I’ll mainly refer to Mr A here. What happened The circumstances are known to both parties... (3 pages)View decision -
Decision Reference DRN-5589721
7 Oct 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5589721 Complaint Miss W complains that MotoNovo Finance Limited (“MotoNovo”) unfairly entered into a hire- purchase agreement with her. She’s said the payments to her agreement were unaffordable. Background In May 2021, MotoNovo provided Miss W with finance for a used car. The cas... (3 pages)View decision -
Decision Reference DRN-5865720
7 Oct 2025 TSB Bank plc Not upheldBanking and Payments1 DRN-5865720 The complaint Mrs D complains that TSB Bank plc packaged documents incorrectly when sending them to her, and this resulted in her personal information being exposed to others. What happened Mrs D asked for six years of bank statements to be sent to her by TSB. On arrival, ... (6 pages)View decision -
Decision Reference DRN-5736586
7 Oct 2025 American Express Services Europe Limited Not upheldBanking and Payments1 DRN-5736586 The complaint Mr B has complained about how AMERICAN EXPRESS SERVICES EUROPE LIMITED (‘Amex’) handled his disputed transaction claim. What happened Mr B has an Amex credit card, and contacted Amex to dispute a transaction. However, he’s explained that he was given inaccu... (2 pages)View decision -
Decision Reference DRN-5864235
7 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5864235 The complaint Mr and Mrs C complain that Clydesdale Bank Plc trading as Virgin Money (“Virgin”) are unfairly reporting missed payments on their credit files in relation to a current account they have with it. What happened In December 2024, Mr and Mrs C say that they had an... (4 pages)View decision -
Decision Reference DRN-5824375
7 Oct 2025 Highway Insurance Company Limited Not upheldInsuranceDRN-5824375 The complaint Mrs B complains about the way Highway Insurance Company Limited (“Highway”) dealt with a theft claim she made under her motor insurance policy. What happened Mrs B held a motor insurance policy with Highway. She reported a claim to them in September 2023 when ... (5 pages)View decision -
Decision Reference DRN-5759640
7 Oct 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5759640 The complaint Mr and Mrs K complain about how Astrenska Insurance Limited (T/A Collinson Insurance) handled and settled a claim they made under their appliance warranty insurance when their oven broke. They also say they were misled about the terms and conditions of their po... (7 pages)View decision -
Decision Reference DRN-5827672
7 Oct 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5827672 The complaint Mrs P complains about the settlement Red Sands Insurance Company (Europe) Limited (Red Sands) paid to settle the claim she made under her travel insurance policy. She also complains about the way it handled her claim. Mrs P is being represented in this complain... (5 pages)View decision