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 360264 results
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Decision Reference DRN-5341373
11 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5341373 The complaint Ms H has complained about the way AXA Insurance UK Plc handled a claim made against her car insurance policy. What happened In August 2024 Ms H was involved in an incident with a third party vehicle (TPV). The TP made a claim to AXA for their damage. The timing... (2 pages)View decision -
Decision Reference DRN-5387278
11 Mar 2025 PSI-Pay Ltd UpheldBanking and PaymentsDRN-5387278 The complaint Ms D complains PSI-Pay Ltd, the cashback card provider for Utility Warehouse (UW), blocked her cashback card several times after it requested an identity check, meaning she lost out financially and couldn’t access funds on this card. Ms D also complains she has... (4 pages)View decision -
Decision Reference DRN-5331420
11 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5331420 The complaint Mr H complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application and went on to increase the credit limit. What happened Mr H applied for a credit card with Vanquis in May 2014. In his application, Mr H said he was retir... (3 pages)View decision -
Decision Reference DRN-5075764
11 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5075764 The complaint Miss T is unhappy Monzo Bank Ltd will not refund the money she lost as the result of an authorised push payment (APP) scam. What happened As both parties are aware of the details of the scam I will not repeat them in full here. In summary, Miss T fell victim to... (3 pages)View decision -
Decision Reference DRN-4882459
11 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4882459 The complaint A company, which I’ll refer to as W, complains that HSBC UK Bank Plc won’t reimburse it after it lost money to a scam. Ms P, who is the director of W, brings the complaint on W’s behalf via a professional representative. For ease of reading, I’ll refer to all s... (4 pages)View decision -
Decision Reference DRN-5384637
11 Mar 2025 Scottish Friendly Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5384637 The complaint Mrs K has complained about a transfer of her Scottish Friendly Assurance Society Limited (‘Scottish Friendly’) personal pension to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’) in January 2016. Mrs K’s QROPS was subsequently used to invest in Commer... (13 pages)View decision -
Decision Reference DRN-4919524
11 Mar 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4919524 The complaint Mr P is unhappy that BMW Financial Services (GB) Limited trading as MINI Financial Services (‘BMWFS’) recorded a default on his credit file, in relation to a car they had supplied to him under a hire purchase agreement. What happened In December 2018, Mr P was... (3 pages)View decision -
Decision Reference DRN-5316288
11 Mar 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5316288 The complaint Mrs L complains that Zopa Bank Limit trading as Zopa gave her a credit card with a limit she couldn’t afford to repay. What happened In April 2023 Mrs L applied for a credit card from Zopa. Her application was successful and she was given a £500 limit. Mrs L ha... (2 pages)View decision -
Decision Reference DRN-5386075
11 Mar 2025 Barclays Bank Plc UpheldBanking and PaymentsDRN-5386075 The complaint A company, which I’ll refer to as R, complains that in the conduct of their Know Your Customer review (KYC), Barclays Bank Plc unfairly closed its account which caused significant financial loss. In bringing this complaint, R is represented by its director who... (4 pages)View decision -
Decision Reference DRN-5364747
11 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5364747 The complaint Mr C has complained that Santander UK Plc (“Santander”) did not uphold his Direct Debit indemnity claim. What happened Mr C had a Direct Debit set up to pay a mobile phone network provider. Mr C says that he cancelled the contract that the Direct Debit was payi... (3 pages)View decision
