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 392389 results
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Decision Reference DRN-5340845
3 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5340845 The complaint Mr A complains Wise Payments Limited charged him a series of currency conversion fees over a three-month period which he didn’t authorise. What happened Mr A explained he received a payment into his Wise account from a third party in late June 2024. Wise explai... (3 pages)View decision -
Decision Reference DRN-5328894
3 Mar 2025 AWP P&C S.A. Not upheldInsuranceDRN-5328894 The complaint Mr and Mrs M are unhappy that AWP P&C SA (AWP) declined their travel insurance claim. What happened Mr and Mrs M have a travel insurance policy alongside their bank account. AWP is the underwriter. In February 2024, Mr and Mrs M booked a trip and they were ... (2 pages)View decision -
Decision Reference DRN-5346650
3 Mar 2025 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-5346650 The complaint Mrs M says Brent Shrine Credit Union Limited, trading as My Community Bank (MCB), irresponsibly lent to her. What happened Mrs M took out a 24-month loan for £4,000 on 30 September 2019. The monthly repayments were £229.75 and the total repayable was £5,518.45... (3 pages)View decision -
Decision Reference DRN-5365927
3 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5365927 The complaint Mr G has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In March 2023 Mr G entered into a two-year fixed sum loan agreement w... (5 pages)View decision -
Decision Reference DRN-5362740
3 Mar 2025 Assicurazioni Generali SpA Not upheldInsuranceDRN-5362740 The complaint Ms J complains that Assicurazioni Generali SpA (Generali) has turned down an incapacity claim she made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary ... (6 pages)View decision -
Decision Reference DRN-5321390
3 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5321390 The complaint Mr H is unhappy that Monzo Bank Ltd would not help him ‘Flex’ a purchase he had made with his Monzo account. What happened Mr H wanted to flex a purchase he made using his Monzo account in August 2024 and repay the amount by three monthly interest free instalme... (3 pages)View decision -
Decision Reference DRN-5252867
3 Mar 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5252867 The complaint Ms M and Mr N complain that AXA Insurance UK Plc have provided poor service and delayed in dealing with their claim for damage due to a flood. What happened Ms M and Mr N held buildings and contents insurance with AXA. Their home was damaged by flood in Decem... (4 pages)View decision -
Decision Reference DRN-5107853
3 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5107853 The complaint Mr G complains that Lloyds Bank PLC (“Lloyds”) won’t refund the money he lost when he fell victim to an investment scam. Mr G’s complaint has been brought by a professional representative but I’ll only refer to Mr G in this decision. What happened Mr G was acti... (6 pages)View decision -
Decision Reference DRN-5319657
3 Mar 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5319657 The complaint Mr S complains that The Co-operative Bank Plc (the Co-op) has been unable a trace where funds he had held in a two-year fixed rate bond were paid to when it matured in 2016. Mr S is represented in this complaint by a third party - Mrs M. But for ease of readin... (3 pages)View decision -
Decision Reference DRN-5335272
3 Mar 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5335272 The complaint Mrs B complains about the way AXA PPP Healthcare Limited administered a personal private medical insurance policy. 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 events.... (3 pages)View decision