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 381082 results
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Decision Reference DRN-5803006
8 Sep 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5803006 The complaint Mr and Mrs M complain that Accredited Insurance (Europe) Ltd declined their claim under their caravan insurance policy and about the time it took to assess the claim. My references to Accredited include its agents. This decision covers Mr and Mrs M’s complaint ... (6 pages)View decision -
Decision Reference DRN-5777302
8 Sep 2025 First Rate Exchange Services Ltd UpheldBanking and PaymentsDRN-5777302 The complaint Mr B complains First Rate Exchange Services Ltd blocked access to his funds on a travel money card and is unhappy it has failed to release the remaining balance to him. What happened On 17 April 2025 Mr B’s card was restricted, he was contacted the following da... (2 pages)View decision -
Decision Reference DRN-5728840
8 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5728840 The complaint Mr M is unhappy that American Express Services Europe Limited (“AmEx”) reduced the credit limits on his accounts without notice or explanation. What happened On 31 August 2024, AmEx reduced the credit limits on Mr M’s two AmEx accounts. AmEx also sent an email... (3 pages)View decision -
Decision Reference DRN-5596301
8 Sep 2025 Black Horse Limited Not upheldConsumer CreditDRN-5596301 The complaint Mr S is unhappy that a bike supplied to him under a hire purchase agreement with Black Horse Limited trading as Harley-Davidson Finance (‘Black Horse’) was of an unsatisfactory quality. What happened In April 2024, Mr S was supplied with a new bike through a h... (4 pages)View decision -
Decision Reference DRN-5663784
8 Sep 2025 esure Insurance Limited Not upheldInsuranceDRN-5663784 The complaint Mr S complains about how esure Insurance Limited – trading as Sheilas’ Wheels – handled a claim on his motor insurance. What happened Mr S had an esure motor insurance policy. In December 2024, he made a claim on his policy after his car was hit by another vehi... (3 pages)View decision -
Decision Reference DRN-5404602
8 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5404602 The complaint Ms B complains that Monzo Bank Ltd hasn’t reimbursed payments she says she didn’t make or allow anyone else to make. What happened Ms B is disputing several payments totalling around £470 in August 2024. She says she doesn’t recognise them and wasn’t involved. ... (3 pages)View decision -
Decision Reference DRN-5644682
8 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5644682 The complaint Mr L complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved his credit card application. What happened Mr L applied for a Virgin Money credit card in July 2024. In his application, Mr L said he was earning £33,500 a year... (3 pages)View decision -
Decision Reference DRN-5745718
8 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5745718 The complaint Mr J complains that Nationwide Building Society (‘Nationwide’) hasn’t refunded the money he believes he lost to an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well-known to both parties and were explained thoroughl... (3 pages)View decision -
Decision Reference DRN-5642906
8 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5642906 The complaint Mr W complains that NewDay Ltd trading as John Lewis Credit Card lent irresponsibly when it approved his credit card application. What happened Mr W applied for a John Lewis credit card with NewDay in December 2022. In his application, Mr W said he was employe... (2 pages)View decision -
Decision Reference DRN-5688559
8 Sep 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5688559 The complaint Mr B is unhappy with Nationwide Building Society. Mr B cancelled a standing order only to find a week later Nationwide went ahead and made the payment. Mr B wanted the money back and he asked Nationwide to deal with this via email, so he was upset again when it... (4 pages)View decision
