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 385419 results
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Decision Reference DRN-5374955
3 Apr 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5374955 The complaint Mr F complains that AXA Insurance UK Plc (“AXA”) unfairly held him at fault for a collision he was involved in, under his motor insurance policy. What happened In April 2023 Mr F was involved in a collision with a van. He contacted AXA and it was agreed he wou... (4 pages)View decision -
Decision Reference DRN-4970560
3 Apr 2025 WorldRemit Ltd Not upheldBanking and PaymentsDRN-4970560 The complaint Mr S complains that WorldRemit Ltd (‘WorldRemit’) won’t reimburse the money he lost when he says he fell victim to a scam. What happened Mr S says that he has run a football academy in Africa since 2018. He posted something on social media inviting sponsors fo... (3 pages)View decision -
Decision Reference DRN-5386925
3 Apr 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5386925 The complaint Miss K complains that American Express Services Europe Limited (AESEL) charged interest on her account after a payment break had been agreed. What happened Miss K holds a Platinum Cashback Credit Card with AESEL. On 5 July 2024 Miss K contacted AESEL to advise ... (2 pages)View decision -
Decision Reference DRN-5357064
3 Apr 2025 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5357064 The complaint Mr and Mrs W’s complaint is about the handling of a claim under the legal expense section of their home insurance policy with The National Farmers' Union Mutual Insurance Society Limited (“NFU”). NFU is the underwriter of this policy, i.e. the insurer. Par... (6 pages)View decision -
Decision Reference DRN-5426219
3 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5426219 The complaint Mr W complains Monzo Bank Ltd (“Monzo”) unfairly put him into an overdrawn position after they accidentally credited his account with the same payment twice. What happened In August 2024 Monzo faced an issue whereby payments powered by a specific company were ... (3 pages)View decision -
Decision Reference DRN-5189168
3 Apr 2025 Tide Platform Limited Not upheldBanking and PaymentsDRN-5189168 The complaint Mr M complains that Tide Platform Ltd unfairly registered a marker about him at Cifas, the national fraud database. What happened Mr M had an account with Tide. On 31 May 2024, two payments of £865 and £686 were made into Mr M’s account from two individuals I ... (3 pages)View decision -
Decision Reference DRN-4982747
3 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4982747 The complaint Mr E complains that Revolut Ltd won’t refund money he lost when he fell victim to an investment scam. Mr E is being represented by a claims management company in this complaint. What happened Mr E says he fell victim to a scam in October 2022 after he sent tw... (3 pages)View decision -
Decision Reference DRN-5142804
3 Apr 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5142804 The complaint Ms K complains about the quality of a car provided to her on finance by BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (‘BMWFS’). What happened The parties are familiar with the background details of this complaint – so I will briefly ... (6 pages)View decision -
Decision Reference DRN-5455553
3 Apr 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5455553 The complaint Miss M complains that First Direct acted irresponsibly when it granted her a current account overdraft limit of £500. What happened Miss M opened a current account with First Direct in April 2019 and was provided with an overdraft limit of £500, a limit that w... (5 pages)View decision -
Decision Reference DRN-5336101
3 Apr 2025 MBNA Limited UpheldBanking and PaymentsDRN-5336101 The complaint Mrs R complains that MBNA Limited lent to her irresponsibly. What happened In January 2018, MBNA gave Mrs R a credit card (card 1) with a limit of £8,700. In July 2018, it increased the credit limit to £9,500. In March 2022, MBNA gave Ms R another credit card (... (4 pages)View decision
