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 375119 results
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Decision Reference DRN-5715314
2 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5715314 The complaint Mrs C complains that Monzo lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Mrs C applied for a Monzo credit card in May 2022. In her application, Mrs C said she was employed with an annual inc... (3 pages)View decision -
Decision Reference DRN-5419046
2 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5419046 The complaint Mrs R is unhappy Barclays Bank UK PLC will not refund all the money she lost as the result of a scam. What happened As both parties are aware of the details of the scam I will not repeat them in full here. In summary, Mrs R fell victim to a job/task scam. She f... (3 pages)View decision -
Decision Reference DRN-5780208
2 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5780208 The complaint Mr T complains about difficulties he experienced with his TSB Bank plc (‘TSB’) internet banking and the service he received in connection with this. What happened Mr T opened a ‘Spend & Save’ account with TSB in May 2023. He was an existing customer of TSB... (4 pages)View decision -
Decision Reference DRN-5761786
2 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5761786 The complaint Ms B complains NewDay Ltd trading as Marbles (NewDay) failed to carry out sufficient affordability checks before it approved a credit card account for her. What happened Ms B says NewDay approved a credit card account for her in February 2021 with a credit limi... (3 pages)View decision -
Decision Reference DRN-5543031
2 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5543031 The complaint Mr and Mrs F complained that Aviva Insurance Limited (Aviva) unfairly declined to cover damage caused to timber sleepers by a storm, under their home buildings insurance policy. I’ll refer to Mr F for ease. What happened In January 2025 Mr F said his home was d... (3 pages)View decision -
Decision Reference DRN-5792133
2 Sep 2025 U K Insurance Limited UpheldInsuranceDRN-5792133 The complaint Mr H complains about claim delays by U K Insurance Limited trading as Privilege (“UKI”) after he made a claim for damaged flooring following an escape of water at his home. What happened Mr H holds a home insurance policy with UKI. In January 2025 he submitted... (4 pages)View decision -
Decision Reference DRN-5457687
2 Sep 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5457687 The complaint Mr C is unhappy about the way Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (AFS) dealt with several aspects surrounding his hire purchase agreement, which he entered into with them to acquire a car. When I refer to what Mr C an... (3 pages)View decision -
Decision Reference DRN-5566504
2 Sep 2025 First Central Underwriting Limited UpheldInsuranceDRN-5566504 The complaint Miss C complains that First Central Underwriting Limited declined her claim on her motor insurance policy and is seeking to recover its outlay from her. She wants it to cover the claim. What happened Miss C was driving her partner, Mr M’s, car when she collide... (3 pages)View decision -
Decision Reference DRN-5421367
2 Sep 2025 Amplifi Capital (U.K.) Limited Not upheldConsumer CreditDRN-5421367 The complaint Mr D complains that Amplifi Capital (U.K.) Limited trading as Reevo (“Reevo”) irresponsibly provided him with a loan whilst he was struggling financially and had a gambling addiction. What happened Reevo provided Mr D with a loan for £1,500 on 2 December 2024 ... (3 pages)View decision -
Decision Reference DRN-5791917
2 Sep 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5791917 The complaint The trustees (Mr and Mrs K and Dr D) of Mr and Mrs K’s trust (‘the Trust’) complain about failed reviews of a reviewable Whole of Life policy – the Adaptable Life Plan (‘ALP’) held with Zurich Assurance Ltd (‘Zurich’). What happened I've outlined what I t... (7 pages)View decision
