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
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Decision Reference DRN-5601152
26 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5601152 The complaint Mr N complains that Monzo Bank Ltd won’t refund money he lost when he was a victim of a scam. Mr N is professionally represented, however, to keep things simple, I’ll refer to Mr N throughout my decision. What happened The circumstances of the scam are well kno... (4 pages)View decision -
Decision Reference DRN-5321147
26 Sep 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5321147 The complaint Mr G complains J.P. Morgan Europe Limited trading as Chase will not reimburse the full loss he incurred from a scam. What happened The background to this complaint is well known to both parties so I will not repeat it in detail here. In summary, in February and... (3 pages)View decision -
Decision Reference DRN-5830294
26 Sep 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5830294 The complaint Mr R has complained about the way Domestic & General Insurance Plc (D&G) handled a claim made through his home emergency policy. What happened The details of what happened are well known to both parties. So, I will just summarise them here. • Mr R has... (3 pages)View decision -
Decision Reference DRN-5742659
26 Sep 2025 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5742659 The complaint Mr K complains that he received letters from St. James's Place Wealth Management Plc (‘SJP’) telling him that he was paying ongoing advice charges (‘OACs’) and he hasn’t had a satisfactory answer as to what service he ought to have received or to which inv... (3 pages)View decision -
Decision Reference DRN-5666807
26 Sep 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5666807 The complaint Mrs S is unhappy as she feels she was mis-sold a hire purchase agreement by Mercedes- Benz Financial Services UK Limited. What happened Mrs S originally acquired a car using a hire purchase agreement in 2021. The cash price of the car was £33,538.82 As her agre... (2 pages)View decision -
Decision Reference DRN-5718656
26 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5718656 The complaint Mr E complains about how Admiral Insurance (Gibraltar) Limited progressed a claim on his motor insurance. What happened Mr E had car insurance with Admiral. He had an accident in November 2023 and made a claim on the policy. The police attended Mr E’s accident.... (2 pages)View decision -
Decision Reference DRN-5485558
26 Sep 2025 Amplifi Capital (U.K.) Limited Not upheldConsumer CreditDRN-5485558 The complaint Mr J complains that Amplifi Capital (U.K.) Limited trading as Reevo Money (“Reevo”) lent to him without doing proper affordability checks. If it had it would have seen he already had loans and credit cards meaning he could not afford the Reevo loan. What happen... (4 pages)View decision -
Decision Reference DRN-5772430
26 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5772430 The complaint Miss T complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved two credit card applications she made and increased the limit on one of the accounts. What happened Miss T first applied for an Aqua credit card in May 2014 (card 1). The appl... (3 pages)View decision -
Decision Reference DRN-5843607
26 Sep 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5843607 The complaint Mr E complains that Loans 2 Go Limited acted irresponsibly in providing him with a personal loan because it was unaffordable for him. What happened Mr E took out a personal loan with Loans 2 Go in January 2022. The amount borrowed was £1,500. The loan term was... (4 pages)View decision -
Decision Reference DRN-5667820
26 Sep 2025 Alwyn Insurance Company Limited UpheldInsuranceDRN-5667820 The complaint Mrs I complains that Alwyn Insurance Company Limited declined a claim and voided her pet insurance policy. What happened Mrs I took out a lifetime pet insurance policy on 15 August 2023 to cover her pet. The policy was first provided by another insurer, and it... (3 pages)View decision
