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 366874 results
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Decision Reference DRN-5491984
1 May 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5491984 The complaint Mrs K complains that Great Lakes Insurance UK Limited declined a claim on her pet insurance policy. What happened Mrs K had a pet insurance policy for her dog which ended on 14 May 2024. She took out a new policy, underwritten by Great Lakes, with cover startin... (3 pages)View decision -
Decision Reference DRN-5076476
1 May 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5076476 The complaint Mr B complains that a car he acquired under a personal contract purchase agreement with Volkswagen Financial Services (UK) Limited (“VWFS”) wasn’t of satisfactory quality. What happened In December 2023 Mr B was supplied a second-hand car and entered into a per... (3 pages)View decision -
Decision Reference DRN-5001009
1 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5001009 The complaint Mr H complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds he lost when he fell victim to a scam. What happened On 25 September 2023 Mr H received messages from someone purporting to be his son. He didn’t know at the time, but the messages were fro... (3 pages)View decision -
Decision Reference DRN-5472142
1 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5472142 The complaint Mr R is unhappy that Nationwide Building Society (‘Nationwide’) blocked a payment he had tried to make via his online banking. And, he’s unhappy with the customer service he received when trying to resolve the matter. What happened On 20 August 2024, Mr R trie... (5 pages)View decision -
Decision Reference DRN-5355901
1 May 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5355901 The complaint Miss L is unhappy that PayPal UK Ltd (‘PayPal’) refused to update her name on her account unless she provided photo identification in her new name. What happened From the information available, Miss L tried to change her name on her PayPal account on 10 Novembe... (3 pages)View decision -
Decision Reference DRN-5401166
1 May 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5401166 The complaint Mrs E complains about Red Sands Insurance Company (Europe) Limited (Red Sands) declining a claim under her insurance policy covering repairs for accidental damage to the bodywork of her vehicle. Any reference to Red Sands in this decision includes their agents... (3 pages)View decision -
Decision Reference DRN-4982260
1 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4982260 The complaint Mr S is complaining that Monzo Bank Ltd didn’t do enough to prevent him from making a payment to a scam, and didn’t refund the payment he made. The complaint is brought on Mr S’s behalf by a professional representative. What happened Both parties are familiar ... (3 pages)View decision -
Decision Reference DRN-5413445
1 May 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5413445 The complaint Mr H complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) approved a credit card for him which it subsequently failed to monitor correctly. Mr H says Virgin Money ought to have checked whether his finances needed to be reviewed during th... (5 pages)View decision -
Decision Reference DRN-5284063
1 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5284063 The complaint Mr U complains Revolut Ltd 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 parties, I... (4 pages)View decision -
Decision Reference DRN-5486931
1 May 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5486931 The complaint Mr S complains Vanquis Bank Limited (“Vanquis”) lent a credit card to him irresponsibly. What happened In March 2023 Mr S applied for a credit card with Vanquis. The application was accepted, and he was provided with a credit limit of £1,200. In December 2023, ... (3 pages)View decision
