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 369228 results
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Decision Reference DRN-5081775
1 May 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5081775 The complaint Mr E complains about being misled when he acquired a new car through a finance agreement with RCI Financial Services Limited trading as Nissan Financial Services (‘RCI’). Mr E says that he did not want any additional products with the car. But these were added... (4 pages)View decision -
Decision Reference DRN-5524608
1 May 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5524608 The complaint Mr and Mrs C are unhappy AA Underwriting Insurance Company Limited (AAUICL) declined a claim made under their home insurance policy. What happened In January 2024, Mr and Mrs C noticed water pooling in their garden, and on their patio, alongside their garden b... (7 pages)View decision -
Decision Reference DRN-5513217
1 May 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5513217 The complaint Mr S complains about Haven Insurance Company Limited’s decision to decline a claim under his home insurance policy. What happened Mr S had a home insurance policy with Haven. In May 2024 he made a claim for theft of items from his property while it was unattend... (3 pages)View decision -
Decision Reference DRN-5483312
1 May 2025 Fintern Ltd Not upheldConsumer CreditDRN-5483312 The complaint Mr H complains about Fintern Ltd, trading as Abound, acting irresponsibly when providing a loan followed by top up loans. What happened On 31 March 2023, Mr H took out a loan with Fintern Ltd for £5,000 to consolidate his debt. The repayments were £181.27 for ... (4 pages)View decision -
Decision Reference DRN-5333911
1 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5333911 The complaint Mrs A complains that Revolut Ltd won’t refund the money she lost when she was the victim of a scam. What happened In July 2023, Mrs A and her husband were looking for ways to earn extra income and joined a group about cryptocurrency trading on a social media p... (9 pages)View decision -
Decision Reference DRN-5442063
1 May 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5442063 The complaint Mrs F’s complaint relates to a credit card she had with Clydesdale Bank Plc trading as Virgin Money. She has said that she considered Virgin was irresponsible when it accepted her application, and later increased her credit limit, as neither were affordable for... (4 pages)View decision -
Decision Reference DRN-5394792
30 Apr 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5394792 The complaint Mrs K and Mr P complain that AXA Insurance UK Plc (“AXA”) unfairly declined their claim for malicious damage to their property. What happened Mrs K and Mr P held a homeprotect home insurance policy with AXA, covering a property they owned and rented out. In Jan... (4 pages)View decision -
Decision Reference DRN-4873719
30 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4873719 The complaint Mr T complains Monzo Bank Ltd won’t refund the money he lost to a scam. What happened Mr T saw an advert for a cryptocurrency investment opportunity online. He completed a form to register his interest and was then called by someone claiming to be a financial ... (3 pages)View decision -
Decision Reference DRN-5304668
30 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5304668 The complaint Mr F has complained Lloyds Bank PLC didn’t credit his bank account properly when he paid £500 cash into his account. What happened In early October 2024 Mr F went into a Lloyds branch to pay in cash and a cheque. The cash was in an envelope which he believes he... (2 pages)View decision -
Decision Reference DRN-5155309
30 Apr 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5155309 The complaint Mr O has complained Zopa Bank Limited is asking him to repay a personal loan he didn’t take out. What happened In December 2023, Mr O fell for a scam on social media. This was to enable him to get a Government-backed loan which he was told he wouldn’t need to r... (3 pages)View decision
