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 380712 results
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Decision Reference DRN-5776172
20 Oct 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5776172 The complaint Mr C complains that Lloyds Bank PLC won’t refund money he lost as the result of a scam. What happened Between the end of January and mid-March 2025, Mr C made 19 payments by debit card from his account with Lloyds to a forex trading platform (“P”). Date Amount ... (6 pages)View decision -
Decision Reference DRN-5870917
20 Oct 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5870917 The complaint P, a partnership, complains that AXA Insurance UK Plc (“AXA”) unfairly declined a claim under their commercial property insurance policy. Mr Y brings the complaint on P’s behalf. P is also represented, but for ease of reading, I have just referred to P and AXA... (4 pages)View decision -
Decision Reference DRN-5801271
20 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5801271 The complaint Mr A is unhappy with how Monzo Bank Ltd handled a chargeback dispute relating to a transaction on his account. What happened The parties are familiar with the background of this complaint, so I will summarise it here which reflects my informal remit. In April 2... (4 pages)View decision -
Decision Reference DRN-5741807
20 Oct 2025 Travelers Insurance Company Limited UpheldInsuranceDRN-5741807 The complaint R, a limited company, complains about the way Travelers Insurance Company Limited (“Travelers”) handled with a claim on its commercial property insurance policy. Mr R, a director of R, brings the complaint on R’s behalf. R is professionally represented, but fo... (4 pages)View decision -
Decision Reference DRN-5782349
20 Oct 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5782349 The complaint Mr B complains about the way Ageas Insurance Limited (Ageas) handled and settled a claim under his motor insurance policy following a minor collision. What happened The circumstances of this case are well known to both parties, but in summary Mr B has a motor i... (2 pages)View decision -
Decision Reference DRN-5847508
20 Oct 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5847508 The complaint Miss G complains that the car she acquired through RCI Financial Services, trading as Mobilize Financial Services (“MFS”) wasn’t of satisfactory quality. She says the car failed and needed recovering and she was told that it was unsafe to drive. Miss G wants to... (5 pages)View decision -
Decision Reference DRN-5791288
20 Oct 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5791288 The complaint Mr and Mrs B complain that Ageas Insurance Limited (“Ageas”) unfairly declined their claim for timber rot, caused by an escape of water, under their home buildings insurance policy. What happened Mr and Mrs B noticed fungus growing on a rug in their utility roo... (3 pages)View decision -
Decision Reference DRN-5744540
20 Oct 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5744540 The complaint Mr P complains about the way Ageas Insurance Limited (Ageas) recorded and decided liability on a claim against him on his motor insurance policy. What happened Mr P was involved in a minor traffic collision in February 2025. Mr P says both he and the third-par... (3 pages)View decision -
Decision Reference DRN-5893158
20 Oct 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5893158 The complaint Mr S has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In June 2023 Mr S entered into a two-year fixed sum loan agreement wi... (4 pages)View decision -
Decision Reference DRN-5843266
20 Oct 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5843266 The complaint Mr T complains that Barclays Bank UK PLC trading as Barclaycard haven’t updated his address details despite several requests. He’s also unhappy about the number of soft searches carried out on his credit file. What happened Mr T took out a personal loan with Ba... (3 pages)View decision
