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 381082 results
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Decision Reference DRN-5710681
2 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5710681 The complaint Mr A has complained about how Monzo Bank Ltd (Monzo) has handled a refund claim he made to them. What happened Mr A purchased a car from a supplier I shall call ‘D’ in January 2025 using his Monzo debit card to the sum of £6,800. However he says he subsequently... (4 pages)View decision -
Decision Reference DRN-5851133
2 Oct 2025 Aviva Insurance Limited UpheldInsuranceDRN-5851133 The complaint Mr A and Miss P are unhappy with how Aviva Insurance Limited have handled their motor insurance claim. Some of Mr A and Miss P’s dissatisfaction relates to the actions of Aviva’s appointed agents. As Aviva have accepted responsibility for the actions of their a... (4 pages)View decision -
Decision Reference DRN-5671368
2 Oct 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5671368 The complaint Mrs P complains that Shop Direct Finance Company Limited trading as very (very) acted irresponsibly in granting her a catalogue shopping account on the grounds of affordability. What happened Mrs P opened an account with very in August 2021. Very granted Mrs P... (2 pages)View decision -
Decision Reference DRN-5704518
2 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5704518 The complaint Mr U is unhappy that Monzo Bank Ltd will not refund the money he lost as the result of a recovery scam. What happened As both parties are familiar with the details of the scam, I won’t repeat them in full here. In summary, Mr U made a payment for £446.05 with h... (3 pages)View decision -
Decision Reference DRN-5834906
2 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5834906 The complaint Mr B complains that HSBC UK Bank Plc closed his basic bank account without providing an explanation. Mr B is also unhappy with how HSBC handled the matter, which has impacted his mental health. To put things right Mr B wants the account reopened. What happene... (4 pages)View decision -
Decision Reference DRN-5751203
2 Oct 2025 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-5751203 The complaint Mrs B is complaining that Brent Shrine Credit Union Limited trading as My Community Bank (MCB) lent to her irresponsibly by providing her with three personal loans. What happened MCB granted three loans to Mrs B - £8,000 in October 2021, £6,000 in June 2022, an... (5 pages)View decision -
Decision Reference DRN-5723921
2 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5723921 The complaint Mr C has complained that Aviva Insurance Limited declined a claim he made under his group personal accident policy. What happened Unfortunately, on 19 August 2022 Mr C was involved in an accident, causing injury to his shoulder and knees. As a result of this he... (2 pages)View decision -
Decision Reference DRN-5733123
2 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5733123 The complaint Ms P complains Bank of Scotland plc trading as Halifax didn’t send her paper statements she required on two occasions. She also complains about the service she received from Halifax when she raised these issues. What happened Ms P explained she didn’t receive h... (3 pages)View decision -
Decision Reference DRN-5800233
2 Oct 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5800233 The complaint Mr P complains about the response of Fortegra Europe Insurance Company Ltd (‘Fortegra’) to a claim he made under his policy (furniture protection plan). Some of Mr P’s dissatisfaction relates to the actions of agents (repairers) acting on behalf of Fortegra. As... (4 pages)View decision -
Decision Reference DRN-5731451
2 Oct 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5731451 The complaint Mr G complains about Admiral Insurance (Gibraltar) Limited (Admiral) not recognising his driving experience when he obtained a quote for motor insurance. He held a driving licence issued in a non-UK country since 2009 but a UK driving licence only since 2023. H... (3 pages)View decision
