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-5666930
24 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5666930 The complaint Mr W complains that Bank of Scotland plc trading as Halifax has reported missed payments to his credit file in relation to an overdraft facility he had with it. What happened In March 2024, Mr W completed an account switch – he moved his banking arrangements a... (3 pages)View decision -
Decision Reference DRN-5786147
24 Sep 2025 RAC FINANCIAL SERVICES LIMITED Not upheldInsuranceDRN-5786147 The complaint Mr K complains that RAC Financial Services Limited (“RAC”) mishandled his breakdown cover. What happened Mr K had a vehicle with a “64” registration number. Early in the morning of 22 February 2025, Mr K went online and, through RAC, he bought breakdown cover ... (3 pages)View decision -
Decision Reference DRN-5824940
24 Sep 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5824940 The complaint Miss B and Mr W complain about the way Accredited Insurance (Europe) Ltd (Accredited) handled the claim they made under their home insurance policy and the settlement it offered. This complaint has been bought by both Miss B and Mr W, but as Mr W is the policyh... (4 pages)View decision -
Decision Reference DRN-5545965
24 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5545965 The complaint Mr M complains Monzo Bank Ltd unfairly closed his account without a proper explanation. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr M held a M... (3 pages)View decision -
Decision Reference DRN-5709757
24 Sep 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5709757 The complaint Miss W complains that a car that was supplied to her under a hire purchase agreement with MotoNovo Finance Limited wasn’t of satisfactory quality. What happened A used car was supplied to Miss W under a hire purchase agreement with MotoNovo Finance that she ele... (3 pages)View decision -
Decision Reference DRN-5823521
24 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5823521 The complaint C – a limited company – has complained about AXA Insurance UK Plc’s (“AXA”) decision to decline a claim it made after its van was stolen. C is represented in its complaint by Mr M, who is a director of C. Any reference to Mr M in this decision will also be a r... (3 pages)View decision -
Decision Reference DRN-5460434
24 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5460434 The complaint D complain Wise Payments Limited (“Wise”) refused to refund payments using the chargeback process. D add that Wise later closed their account without explanation. To put things right, D want their funds refunded, their account reinstated, and compensation paid ... (2 pages)View decision -
Decision Reference DRN-5600807
24 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5600807 The complaint Mrs S complains that Revolut Ltd (‘Revolut’) declined her account application. What happened The details of this complaint are well known to both parties, so I will not repeat them again here. The facts are not in dispute so I will focus on giving the reasons ... (2 pages)View decision -
Decision Reference DRN-5819512
24 Sep 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5819512 The complaint Mr L complains that The Royal London Mutual Insurance Society Limited (Royal London) didn’t apply bonuses to his with-profits policy for over 23 years. What happened Our investigator set out the background to the complaint in her recommendation letter, for ease... (3 pages)View decision -
Decision Reference DRN-5635750
24 Sep 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5635750 The complaint Mr B complains that Vanquis Bank Limited (“Vanquis”) irresponsibly lent to him. Mr B is professionally represented, but for ease of reference I’ll mostly refer to Mr B throughout. What happened In May 2023 Mr B applied for a credit card with Vanquis. It was a... (3 pages)View decision
