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 369227 results
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Decision Reference DRN-5454992
27 Jun 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5454992 The complaint Miss P complains that Vanquis Bank Plc (Vanquis) lent to her irresponsibly. What happened Miss P opened a credit card account with Vanquis on 13 April 2023 with a credit limit of £1,000. On 1 November 2024, Miss P complained to Vanquis with the help of a prof... (3 pages)View decision -
Decision Reference DRN-5636509
27 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5636509 The complaint Mr and Mrs M complain that Admiral Insurance (Gibraltar) Limited offered an unfair settlement for a claim on their motor insurance policy. Both Mr and Mrs M are named policyholders on their Admiral policy, so any claim or complaint is brought by them both. But ... (6 pages)View decision -
Decision Reference DRN-4956860
27 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4956860 The complaint Ms G complains that Revolut Ltd didn’t do enough to prevent the loss she suffered when she fell victim to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key events ... (5 pages)View decision -
Decision Reference DRN-5654403
27 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5654403 The complaint Mr M complains that Monzo Bank Ltd has declined to reimburse payments he says he didn’t make or allow anyone else to make. What happened As both parties are familiar with the facts of this case, I’ll summarise them briefly. Mr M says that he lost his phone on 1... (5 pages)View decision -
Decision Reference DRN-5643496
27 Jun 2025 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5643496 The complaint Mr M complains that Scottish Widows Limited (“Scottish Widows”) have not managed the administration of his policy competently and as a result, he has been unable to access the tax free lump sum until he has confidence that the valuation of the policy showing on... (4 pages)View decision -
Decision Reference DRN-5507900
27 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5507900 The complaint Miss B complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) was irresponsible in its lending to her. She wants all interest and charges applied to her loan refunded along with interest and any adverse information removed from her credit fil... (3 pages)View decision -
Decision Reference DRN-5653997
27 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5653997 The complaint Mr P has argued that NewDay Ltd trading as Aqua gave him a credit card and subsequent limit increases, he couldn’t afford to repay. What happened In January 2014 NewDay agreed a credit card with an initial £100 limit. The limit was then increased on the followi... (6 pages)View decision -
Decision Reference DRN-5609448
27 Jun 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5609448 The complaint Ms G complains Clydesdale Bank Plc trading as Virgin Money (Virgin Money) irresponsibly lent to her. What happened Ms G opened an account with Virgin Money on 19 June 2014 with a credit limit of £4,300. The limit has never been increased. The limit was reduced... (5 pages)View decision -
Decision Reference DRN-5606546
27 Jun 2025 CIGNA Europe Insurance Company SA-NV Not upheldInsuranceDRN-5606546 The complaint Miss R complains that CIGNA Europe Insurance Company SA-NV declined a claim under a dental insurance policy. What happened Miss R held dental insurance cover through her employer. The cover was provided by Cigna. Cigna withdrew from the market which meant that... (2 pages)View decision -
Decision Reference DRN-5431916
27 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5431916 The complaint Mr M complains that Lloyds Bank Plc is unfairly holding him liable for an overdraft debt incurred by a business that he no longer owns. What happened Mr M told us: In November 2020 he sold two businesses to third parties (who I will call Mr B and Mr D). One... (7 pages)View decision
