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 367300 results
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Decision Reference DRN-4879257
18 Mar 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4879257 The complaint Ms C complains about how American Express Services Europe Limited (“Amex”) handled a claim she made in relation to a transaction on her credit card. What happened Ms C says she intended to purchase festival tickets from a company I’ll refer to as “S” in June 20... (3 pages)View decision -
Decision Reference DRN-5400200
18 Mar 2025 Society of Lloyd's UpheldInsuranceDRN-5400200 The complaint Mr and Mrs G have complained about their building warranty provider, Society of Lloyd’s. They believe it handled their claim poorly and unfairly declined it. What happened Mr and Mrs G bought a property in 2020. It was sold and marketed as a new-build property... (8 pages)View decision -
Decision Reference DRN-5071327
18 Mar 2025 Go Car Credit Limited UpheldConsumer CreditDRN-5071327 The complaint Miss W is unhappy with the quality of a car supplied by Go Car Credit Limited using a hire purchase agreement. What happened Miss W acquired her car using a hire purchase agreement from Go Car Credit Limited in August 2023 for £8,995. It had been driven 62,560 ... (4 pages)View decision -
Decision Reference DRN-5330155
18 Mar 2025 Nationwide Building Society UpheldConsumer CreditDRN-5330155 The complaint Mrs T complains that Nationwide Building Society (NBS) irresponsibly lent to her. What happened In March 2021 Mrs T entered into a Fixed Sum loan agreement with NBS for £15,000. The loan was to be repaid over 84 months at £254.90 a month. After interest and cha... (5 pages)View decision -
Decision Reference DRN-5185054
18 Mar 2025 Phoenix Life CA Limited UpheldPensions and AnnuitiesDRN-5185054 The complaint Mr D complains that Phoenix Life CA Limited trading as Sun Life Financial of Canada (SLOC) made unfair deductions from his pension before he transferred it away from it. He also complains that it gave him misleading information about the value of his pension wh... (6 pages)View decision -
Decision Reference DRN-5265306
18 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5265306 The complaint Mr A complains that Monzo Bank Ltd blocked his current account and reported a CIFAS marker against his name. He’d like the CIFAS marker removed. What happened In May 2024 Mr A opened a current account with Monzo. He received multiple payments into the account ... (3 pages)View decision -
Decision Reference DRN-5404737
18 Mar 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5404737 The complaint Miss P complains that Barclays Bank UK PLC was irresponsible in its lending to her. She wants all interest and charges she has paid refunded along with 8% simple interest and any adverse information about these loans removed from her credit file. Miss P is repr... (6 pages)View decision -
Decision Reference DRN-4815715
18 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4815715 The complaint Miss S has complained that Revolut Ltd (“Revolut”) failed to protect her from falling victim to an impersonation scam and hasn’t refunded the money she lost in the scam. What happened The background of this complaint is already known to both parties, so I won’... (6 pages)View decision -
Decision Reference DRN-5350713
18 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5350713 The complaint Mr and Mrs H complain about the service provided by U K Insurance Limited (‘UKI’) when responding to their home insurance claim. They also complain about UKI’s decision to ultimately decline the claim and cancelled the policy from the claim date Much of Mr and ... (3 pages)View decision -
Decision Reference DRN-5356440
18 Mar 2025 Helvetia Global Solutions Ltd Not upheldInsuranceDRN-5356440 The complaint Mr H is unhappy about the way HELVETIA GLOBAL SOLUTIONS LTD (Helvetia) handled his claim under his furniture protection insurance policy. Mr H is represented in his complaint, but for ease I’ll refer to him throughout. What happened Mr H bought a sofa from a fu... (3 pages)View decision
