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 386975 results
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Decision Reference DRN-6021616
30 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-6021616 The complaint Mr M complains that Santander UK Plc won’t refund payments he made as a result of an investment scam. What happened Mr M fell victim to an investment scam, where he made three card payments in June 2024 to fund his investment with a company I’ll refer to as T. ... (3 pages)View decision -
Decision Reference DRN-5938171
30 Dec 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5938171 The complaint Mr H complains about the quality of a vehicle that was supplied through a hire purchase agreement with Zopa Bank Limited (Zopa). What happened In April 2024, Mr H acquired a used car through a hire purchase agreement with Zopa. The car was about eight years old... (4 pages)View decision -
Decision Reference DRN-5859049
30 Dec 2025 GGFi Limited UpheldInsuranceDRN-5859049 The complaint Miss D has complained about GGFi Limited’s (trading as Installsure) handling of her claim, under her insurance backed guarantee policy. What happened The details of what happened are well known to both parties. I will summarise them here. Miss D purchased wind... (2 pages)View decision -
Decision Reference DRN-5936330
30 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5936330 The complaint Miss G is unhappy that Monzo Bank Ltd won’t refund money she lost as a result of a scam. What happened • Miss G was a victim of a scam involving a £2,040.00 international payment to an individual. • She disputed the transaction and raised a complaint with Monz... (2 pages)View decision -
Decision Reference DRN-5950631
30 Dec 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5950631 The complaint Ms J’s complaint is, in essence, that Clydesdale Financial Services Limited, trading as Barclays Partner Finance (the ‘Lender’), acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Cred... (10 pages)View decision -
Decision Reference DRN-5689802
30 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5689802 The complaint Mr N complains that Monzo Bank Ltd (‘Monzo’) won’t refund him the money he lost after he fell victim to a scam. What happened The background to this complaint is well known to both parties and has been laid out in detail by our Investigator in their view, so I... (5 pages)View decision -
Decision Reference DRN-5973503
30 Dec 2025 Hiscox Insurance Company Limited UpheldInsuranceDRN-5973503 The complaint The estate of Mr T complains about Hiscox Insurance Company Limited’s handling of a claim under the terms of a contents insurance policy. Mrs T has brought the complaint on behalf of the estate, and I will refer to all actions and comments as those being of Mrs... (2 pages)View decision -
Decision Reference DRN-5895100
30 Dec 2025 Trade Direct Insurance Services Ltd Not upheldInsuranceDRN-5895100 The complaint Mr F has complained about the service he received from Trade Direct Insurance Services Ltd, an insurance intermediary who sold him his commercial vehicle insurance. What happened Mr F had a commercial vehicle insurance policy with insurer ‘Z’ for a number of y... (3 pages)View decision -
Decision Reference DRN-5996826
30 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5996826 The complaint Mr R complained because Monzo Bank Limited debited temporary credits which it had made to his account. What happened Between 13 and 15 August 2025, ten payments totalling £97.96 debited Mr R’s Monzo account. They all went to Apple, using Apple Pay. On 15 Augus... (4 pages)View decision -
Decision Reference DRN-6048275
30 Dec 2025 West Park Investment Partnership Limited UpheldPensions and AnnuitiesDRN-6048275 The complaint Mr F complains he was given unsuitable advice to transfer two defined benefit (‘DB’) pensions he held and believes West Park Investment Partnership Limited (‘WP’) has a responsibility for that advice. He also says WP didn’t invest and manage his transferred DB ... (14 pages)View decision