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 364422 results
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Decision Reference DRN-4961107
13 Mar 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-4961107 The complaint Mrs H complains Shop Direct Finance Company Limited trading as Very (Shop Direct) lent to her irresponsibly. What happened Mrs H opened a catalogue account with Shop Direct in December 2015 with an initial limit of £750. The credit limit was increased and decr... (10 pages)View decision -
Decision Reference DRN-5324876
13 Mar 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5324876 The complaint Mr K complains that National Westminster Bank Plc (“NatWest”) failed to pursue a chargeback correctly, failed to make him aware of the protections provided by section 75 Consumer Credit Act 1974 (“s.75”) and failed to make adjustments for his health. What happe... (4 pages)View decision -
Decision Reference DRN-5318144
13 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5318144 The complaint Mr S complains about the settlement he received from Admiral Insurance (Gibraltar) Limited after he made a claim under his motor insurance policy. What happened In mid-2024, Mr S made a claim under his motor insurance policy with Admiral after his car was damag... (3 pages)View decision -
Decision Reference DRN-5319369
13 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5319369 The complaint Mr B complains that Monzo Bank Ltd (Monzo) acted irresponsibly when they agreed to him having a Flex account and giving him further credit limit increases. What happened In August 2022 Mr B applied for a Flex account with Monzo. His application was successful, ... (4 pages)View decision -
Decision Reference DRN-5347103
13 Mar 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5347103 The complaint Mr M, who is represented, complains that Clydesdale Bank Plc, trading as Virgin Money, won’t reimburse him money he lost due to an investment fraud. What happened As the circumstances of this complaint are well-known to both parties, I’ve summarised them briefl... (6 pages)View decision -
Decision Reference DRN-5347852
13 Mar 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5347852 The complaint Miss A complains through a representative that MotoNovo Finance Limited (“MotoNovo”) didn’t conduct reasonable and proportionate checks before it lent to her. Had further checks been carried out MotoNovo would’ve seen Miss A’s monthly outgoings were greater th... (4 pages)View decision -
Decision Reference DRN-5030568
13 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5030568 The complaint Mrs F has complained about the way AXA Insurance UK Plc handled a claim she made under her buildings insurance policy. Reference to Mrs F includes her representative. What happened The circumstances aren’t in dispute, so I’ll summarise the background: Mrs ... (4 pages)View decision -
Decision Reference DRN-5392396
13 Mar 2025 Topaz Finance Limited UpheldMortgagesDRN-5392396 The complaint Mrs W and Mr I complain about how Topaz Finance Limited, trading as Hyalite Mortgages, and its predecessors have administered their mortgage and the sale of the mortgaged property. What happened Mrs W and Mr I took out a mortgage with Kensington Mortgage Compan... (5 pages)View decision -
Decision Reference DRN-5210023
13 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5210023 The complaint Miss E complains that Monzo Bank Ltd did not reimburse a series of payments she lost to a scam. What happened Miss E received a message from a recruiter with a job opportunity on 11 January 2023. This was a fully remote, flexible job where she had to complete a... (3 pages)View decision -
Decision Reference DRN-5310141
13 Mar 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5310141 The complaint Mr M complains that Watford Insurance Company Limited (‘Watford’) cancelled his car insurance policy and didn’t refund his premium. References to Watford include its claims administrator. What happened Mr M took out a car insurance policy underwritten by Watf... (3 pages)View decision
