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 381196 results
-
Decision Reference DRN-5524920
6 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5524920 The complaint Mr H has complained that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened In 2024, Mr H was unexpectedly added to a group chat centred around an investment platform. He watched that chat for some time, saw people prais... (2 pages)View decision -
Decision Reference DRN-5839775
6 Oct 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5839775 The complaint Mrs S complains that Lloyds Bank General Insurance Limited trading as MBNA (“Lloyds”) unfairly declined her claim and cancelled her home insurance policy. Mrs S is being represented with this complaint. But for ease, I will refer to all actions and comments as tho... (3 pages)View decision -
Decision Reference DRN-5668018
6 Oct 2025 Ageas Insurance Limited UpheldInsuranceDRN-5668018 The complaint Mr and Mrs M are unhappy that their accidental damage claim with Ageas Insurance Limited (“Ageas”) has been unfairly declined under their home insurance policy. Mr and Mrs M had representation for part of this claim, but for ease and simplicity, I’ll only refer... (3 pages)View decision -
Decision Reference DRN-5718240
6 Oct 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5718240 The complaint Mr F is unhappy with the way that Aviva Life & Pensions UK Limited has managed his pension policy with it. His policy has been subject to “lifestyling”, but Mr F is unhappy with how that has been applied to his policy as he doesn’t feel that his funds have ... (6 pages)View decision -
Decision Reference DRN-5702497
6 Oct 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5702497 The complaint Mr B and Mrs B have complained that their claim was unfairly declined by Lloyds Bank General Insurance Limited trading as MBNA (Lloyds). What happened Mr B and Mrs B made a claim for accidental damage to their ceramic hob. Lloyds considered the claim and decli... (2 pages)View decision -
Decision Reference DRN-5863141
6 Oct 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5863141 The complaint Miss H complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved her credit card application. What happened Miss H applied for a Virgin Money credit card in late October 2021. In her application, Miss H said she was employe... (3 pages)View decision -
Decision Reference DRN-5856420
6 Oct 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5856420 The complaint Mrs J complains about Santander Consumer (UK) Plc trading as Santander Consumer (“Santander”). She says it’s pursuing her for an outstanding debt after she part-exchanged the car with a third-party, and it’s reporting adverse information on her credit file. Mr... (3 pages)View decision -
Decision Reference DRN-5688449
6 Oct 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5688449 The complaint Mr G complains that AXA PPP Healthcare Limited hasn’t fully settled a claim he made on a personal Global Health Plan. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the key even... (5 pages)View decision -
Decision Reference DRN-5730321
6 Oct 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5730321 The complaint S, a limited company, complains that Starling Bank Limited won’t refund money lost in an investment scam. What happened The circumstances surrounding this complaint are well-known to both parties, so I’ve summarised what I consider to be the main points. Mr A, ... (3 pages)View decision -
Decision Reference DRN-5713593
6 Oct 2025 Salary Finance Loans Limited Not upheldConsumer CreditDRN-5713593 The complaint Mr H complains that Salary Finance Loans Limited continued to take his loan repayments despite being in an Individual Voluntary Arrangement (IVA). What happened Mr H says he entered into an IVA in August 2021, but that Salary Finance continued to collect repay... (3 pages)View decision
