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 375426 results
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Decision Reference DRN-5709950
23 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5709950 The complaint Mr I is being represented by a claims manager. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr I fell victim to a cruel cryptocurrency investment scam. In November 2023, he made the fo... (4 pages)View decision -
Decision Reference DRN-5651529
23 Jul 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5651529 The complaint Mr D complains about the level of assistance provided by Inter Partner Assistance SA (‘IPA’) under his travel insurance policy. All references to IPA include the agents appointed to handle claims and complaints on its behalf. What happened Mr D held a travel in... (3 pages)View decision -
Decision Reference DRN-5626546
23 Jul 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5626546 The complaint Ms B complains that Bank of Scotland plc trading as Birmingham Midshires did not treat her fairly when it took possession of her home. What happened In 2008, Ms B took out a mortgage with Birmingham Midshires. In 2021, Ms B’s account number was changed. She was... (4 pages)View decision -
Decision Reference DRN-5637405
23 Jul 2025 U K Insurance Limited Not upheldInsuranceDRN-5637405 The complaint Miss G complains that U K Insurance Limited (UKI) declined to pay her claim on her motor insurance policy following an accident. What happened Miss G thought she was covered by her policy with UKI to drive her car. But when she had an accident, UKI said Miss G... (2 pages)View decision -
Decision Reference DRN-5702260
23 Jul 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5702260 The complaint Miss T complains that a car acquired under a hire purchase agreement with BMW Financial Services(GB) Limited trading as Alphera Financial Services (“Alphera”) was misrepresented to her. What happened The parties are familiar with the background of this complai... (4 pages)View decision -
Decision Reference DRN-5258436
23 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5258436 The complaint Mr Y complains Monzo Bank Ltd (“Monzo”) irresponsibly lent him an overdraft facility, and increased the limit when they shouldn’t have. What happened In January 2023, Mr Y applied for an overdraft with Monzo. The application was approved, and he was provided w... (3 pages)View decision -
Decision Reference DRN-5588804
23 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5588804 The complaint Mr K complains American Express Services Europe Limited (AESL) unfairly blocked and closed his account and wrongly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed back... (4 pages)View decision -
Decision Reference DRN-5660186
23 Jul 2025 Virgin Media Mobile Finance Limited Not upheldConsumer CreditDRN-5660186 The complaint Miss W complains that Virgin Media Mobile Finance Limited added late payment markers to her credit file and passed her account to a debt collection agency. What happened In April 2022 Miss W entered a 36 month contract with Virgin Media for an iPhone 13 with pa... (3 pages)View decision -
Decision Reference DRN-5469670
23 Jul 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5469670 The complaint Ms H complains that Royal & Sun Alliance Insurance Limited (‘RSA’) turned down her building insurance claim. What happened Ms H holds building insurance cover with RSA. At the rear of her garden there’s a retaining wall which runs alongside a river/brook. ... (4 pages)View decision -
Decision Reference DRN-5331380
23 Jul 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5331380 The complaint Mr B complains about a car supplied under a hire purchase agreement, provided by Oodle Financial Services Limited trading as Oodle Car Finance. What happened Around 31 May 2023 Mr B entered a hire purchase agreement with Oodle to acquire a used car. The car is... (4 pages)View decision
