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 382298 results
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Decision Reference DRN-5871668
10 Nov 2025 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-5871668 The complaint Miss T complains about the misrepresentation of a car that was supplied through a conditional sale agreement with Volvo Car Financial Services UK Limited (VCFS). What happened In November 2023, Miss T acquired a used car through a conditional sale agreement wit... (4 pages)View decision -
Decision Reference DRN-5863948
10 Nov 2025 Phoenix Life Limited UpheldInsuranceDRN-5863948 The complaint Mr E complains Phoenix Life Limited has given him false and misleading information about a life insurance policy he holds. What happened The facts of this dispute are well known to both parties. But in brief: • Phoenix provides Mr E with life cover. In 2024, ... (2 pages)View decision -
Decision Reference DRN-5556992
10 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5556992 The complaint Mr S says National Westminster Bank Public Limited Company (“NatWest”) failed to protect him from financial harm when he fell victim to a scam. Mr S has appointed a professional representative who has brought this complaint on his behalf. However, for ease, I w... (4 pages)View decision -
Decision Reference DRN-5940500
10 Nov 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5940500 The complaint Mr and Mrs D complain that Shawbrook Bank Limited acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Background to the complaint Mr and Mrs D purchased membership of a t... (3 pages)View decision -
Decision Reference DRN-5771756
10 Nov 2025 Mercedes-Benz Insurance Services UK Limited Not upheldInsuranceDRN-5771756 The complaint Mr R complains that Mercedes-Benz Insurance Services UK Limited mis-sold and misadvised him about the glass cover for his motor insurance policy. He wants it to reimburse his costs. What happened Mr R’s car’s windscreen was chipped and he needed a replacement.... (2 pages)View decision -
Decision Reference DRN-5505884
10 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5505884 The complaint Mr E complains that Monzo Bank Ltd (“Monzo”) won’t refund the money he lost after he fell victim to a scam. What happened Mr E found a two-bedroom apartment being advertised for rent on a social networking website. Interested, Mr E reached out for more informat... (3 pages)View decision -
Decision Reference DRN-5940015
10 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5940015 The complaint Miss M complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and went on to increase the limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decision... (3 pages)View decision -
Decision Reference DRN-5831821
10 Nov 2025 Metro Bank PLC UpheldMortgagesDRN-5831821 The complaint Mr and Mrs T complain that Metro Bank PLC didn’t approve their request to change their mortgage to interest-only until the end of their fixed term. What happened Mr and Mrs T took out a capital and interest repayment mortgage with Metro in early 2022. Their int... (4 pages)View decision -
Decision Reference DRN-5819211
10 Nov 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5819211 The complaint Mrs G is unhappy that a car supplied to her under a hire purchase agreement with BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (BMWFS) was misrepresented to her and of unsatisfactory quality. What happened The circumstances of this ... (6 pages)View decision -
Decision Reference DRN-5895297
10 Nov 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5895297 The complaint Miss A complains about the service British Gas Insurance Limited (“BGIL”) provided during a claim on her home emergency insurance policy. When I mention BGIL I also mean its suppliers and contractors. What happened Miss A had a home emergency policy with BGIL c... (3 pages)View decision
