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 374385 results
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Decision Reference DRN-5626784
9 Jul 2025 Fairmead Insurance Limited Not upheldInsuranceDRN-5626784 The complaint Mr S is unhappy with the service provided by Fairmead Insurance Limited (Fairmead) following a claim made on his home insurance policy. Fairmead is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on the c... (5 pages)View decision -
Decision Reference DRN-5622381
9 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5622381 The complaint Miss H complains Monzo Bank Ltd provided her with an unaffordable overdraft facility. What happened Monzo provided Miss H with an overdraft facility on the following terms: Date Existing Limit Increase New Limit March 2023 £0 £500 £500 February 2024 £500 £250 ... (5 pages)View decision -
Decision Reference DRN-5173234
9 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5173234 The complaint Mr M complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he lost to an investment scam. He’s represented by a firm of solicitors. To keep things simple, I’ll refer to Mr M throughout this decision. What happened The background to this complaint is... (3 pages)View decision -
Decision Reference DRN-5668262
9 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5668262 The complaint Ms B complains that Bank of Scotland plc trading as Halifax hasn’t refunded a payment she made using her credit card. What happened In 2022, Ms B paid a company to manufacture and install railings and a gate at her property. She paid for it in part using her Ha... (2 pages)View decision -
Decision Reference DRN-5606034
9 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5606034 The complaint Mr A is unhappy with the service he’s received from National Westminster Bank Public Limited Company (“NatWest”). What happened Mr A received several suspicious calls and emails regarding his NatWest account and so visited a local NatWest branch and asked for c... (3 pages)View decision -
Decision Reference DRN-5619616
9 Jul 2025 MBNA Limited Not upheldConsumer CreditDRN-5619616 The complaint Mr C has complained about MBNA Limited holding him liable for a loan which was taken out as part of a scam. What happened Mr C fell victim to an investment scam after seeing an advert. A scammer posed as a financial advisor and persuaded Mr C to send them money... (2 pages)View decision -
Decision Reference DRN-5402261
9 Jul 2025 Great Lakes Insurance SE Not upheldInsuranceDRN-5402261 The complaint A company, which I will refer to as “L” complains about Great Lakes Insurance SE’s handling of their buildings Insurance claim. L is being represented in their complaint by F. All references to Great Lakes also include its appointed agents. What happened The de... (3 pages)View decision -
Decision Reference DRN-5302996
9 Jul 2025 Volvo Car UK Limited Not upheldConsumer CreditDRN-5302996 The complaint Mr S complains about the hire agreement he took out with Volvo Car UK Limited (“Volvo”). He says when he took out the credit agreement, he was offered a service package. But when he came to have the car serviced, he was told there was no service plan in place. ... (3 pages)View decision -
Decision Reference DRN-5523556
9 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5523556 The complaint Ms J is unhappy with the payment Aviva Insurance Limited (“Aviva”) offered to cover the cost of her premium increase following a mistake handling her home emergency claim. Ms J had a plumbing and drainage plan, underwritten by Aviva, to provide emergency cover ... (3 pages)View decision -
Decision Reference DRN-5458011
9 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5458011 The complaint Mr B is unhappy that Lloyds Bank PLC won’t fully refund the payments he made as part of a scam. What happened In 2024 Mr B came across an advert on social media for a cryptocurrency investment company, I’ll call “A”. Interested in the opportunity, he left his d... (6 pages)View decision
