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-5150062
1 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5150062 The complaint Mrs M complains that Santander UK Plc didn’t do enough to protect her when she says she was the victim of an investment scam. Mrs M is supported in making her complaint by a representative. But for ease, I’ll only refer to Mrs M in this decision. What happened ... (4 pages)View decision -
Decision Reference DRN-5447066
1 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5447066 The complaint Mrs F complains that NewDay Ltd trading as Fluid (‘NewDay’) increased the interest rate on her credit card account twice and didn’t give a valid reason for doing so. Mrs F’s also unhappy that NewDay didn’t engage with her concerns when she sent them letters by... (5 pages)View decision -
Decision Reference DRN-5335693
1 Apr 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5335693 The complaint Mrs & Mr R complain about how Royal & Sun Alliance Insurance Limited (“RSA”) declined a claim for water damage under their home insurance policy. When I mention RSA I also mean its contractors and suppliers. What happened Mrs & Mr R had a home insur... (3 pages)View decision -
Decision Reference DRN-5395459
1 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5395459 The complaint Miss K’s unhappy that Barclays Bank UK plc trading as Barclaycard (‘Barclaycard’) placed an arrangement marker on her credit file and misinformed her that this would be removed. Miss K wants the arrangement marker removed from her credit file. What happened M... (2 pages)View decision -
Decision Reference DRN-5217987
1 Apr 2025 Azure Payments Ltd UpheldBanking and PaymentsDRN-5217987 The complaint G, a company, complains that Azure Payments Ltd have withheld their funds without explanation. They’d like the funds returned to them. What happened G has a card acquiring agreement with Azure. But in December 2023 Azure wrote to G to say the account had been ... (2 pages)View decision -
Decision Reference DRN-5370924
1 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5370924 The complaint Mrs A complains that Monzo Bank Ltd unfairly closed her account and returned some of the funds that remained to source. What happened In August last year, Monzo contacted Mrs A asking her to prove her entitlement to funds that had entered her account. Mrs A did... (2 pages)View decision -
Decision Reference DRN-5350135
1 Apr 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5350135 The complaint Mr C complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application. What happened Mr C applied for a credit card with Vanquis in January 2012. In his application, Mr C said he was a homemaker and that there was a household... (3 pages)View decision -
Decision Reference DRN-5367481
1 Apr 2025 Everest Insurance (Ireland) Designated Activity Company UpheldInsuranceDRN-5367481 The complaint Mr D and Miss W complain about Everest Insurance (Ireland) Designated Activity Company’s offer of settlement for their travel insurance claim. My references to Everest include its claim handling agent. What happened Miss W has travel insurance through her empl... (5 pages)View decision -
Decision Reference DRN-5359754
1 Apr 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5359754 The complaint Mr C complains that Gain Credit LLC trading as Drafty (“Drafty”) gave him a line of credit without carrying out the appropriate affordability checks. For ease, in my decision I will refer to Mr C when talking about him or his representative. What happened Mr ... (4 pages)View decision -
Decision Reference DRN-5136931
1 Apr 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5136931 The complaint Mr R and the estate of Mrs R complain that Red Sands Insurance Company (Europe) Limited turned down a medical expenses claim Mrs R made on a travel insurance policy. Mr R and the estate of Mrs R are represented by Mr L. What happened The background to this comp... (4 pages)View decision
