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-5601564
26 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5601564 The complaint Miss S complains about the quality of a vehicle she acquired through a conditional sale agreement financed by Moneybarn No.1 Ltd (Moneybarn). What happened In August 2022 Miss S acquired a used car through a conditional sale agreement financed by Moneybarn. Th... (3 pages)View decision -
Decision Reference DRN-5845025
26 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5845025 The complaint Ms Y has complained about the way UK Insurance Limited (UKI) has handled a claim she made on a travel insurance policy. What happened In May 2023 Ms Y made a medical claim on the policy in relation to an accident on 16 May 2023. In June 2023 she made a claim f... (3 pages)View decision -
Decision Reference DRN-5725482
26 Sep 2025 Halifax Share Dealing Limited Not upheldInvestmentsDRN-5725482 The complaint Mr O complains that he received poor service for the Stocks and Shares Individual Savings Account(ISA) and share dealing account he held with Halifax Share dealing Limited trading as IWeb Share Dealing (IWeb) and has suffered financially as a result. What happ... (3 pages)View decision -
Decision Reference DRN-5671811
26 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5671811 The complaint Mr O complains that Barclays Bank UK Plc (Barclays) has been providing inaccurate information to customers, including himself, in the script that is read out to customers opening certain products with Barclays. Mr O didn’t think it was acceptable that Barclays... (2 pages)View decision -
Decision Reference DRN-5821159
26 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5821159 The complaint A limited company, which I will refer to as S, complains about the handling of its commercial insurance claim, and the decision of AXA Insurance UK Plc to avoid the policy and decline the claim. What happened The following is intended only as a brief summary of... (3 pages)View decision -
Decision Reference DRN-5394266
26 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5394266 THE COMPLAINT Ms M complains Revolut Ltd (“Revolut”) will not reimburse her money she says she lost when she fell victim to two scams. Ms M is represented by Richardson Hartley Law (“RHL”) in this matter. However, where appropriate, I will refer to Ms M solely in this deci... (4 pages)View decision -
Decision Reference DRN-5660126
26 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5660126 The complaint Mr W complains that Monzo Bank Ltd irresponsibly provided him with an overdraft facility that was unaffordable for him. What happened Mr W applied for an overdraft facility in May 2023 and Monzo provided him with a limit of £2,000. Mr W says he shouldn’t have ... (3 pages)View decision -
Decision Reference DRN-5764111
26 Sep 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5764111 The complaint Mr and Mrs H have complained that Zurich Assurance Ltd didn’t assess Mrs H’s claim for total permanent disability fairly. What happened When Mr and Mrs H took out their mortgage, they also bought a decreasing term assurance policy, which provided them with life... (3 pages)View decision -
Decision Reference DRN-5544807
26 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5544807 The complaint Mr P complains Bank of Scotland plc (“BoS”) closed his accounts without explanation and discriminated against him. Mr P is also unhappy the closing balance hasn’t been paid to him and that BoS have left adverse markers on his credit file. What happened The deta... (2 pages)View decision -
Decision Reference DRN-5328278
26 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5328278 The complaint Mr and Mrs J complain that Bank of Scotland plc trading as Halifax has declined to refund disputed transactions that were made from their account. What happened Between July and November 2024, a number of transactions totalling around £3,000 were made using bot... (3 pages)View decision
