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-6007700
30 Dec 2025 EE Limited Not upheldConsumer CreditDRN-6007700 The complaint Mrs A complains that she didn’t receive a mobile phone device which she purchased through a fixed sum loan agreement with EE Limited (EE) Mrs A has been represented on this complaint. But to keep things simple I’ll only refer to Mrs A in my decision. What happe... (2 pages)View decision -
Decision Reference DRN-5469394
30 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5469394 The complaint Mr A complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP) scam. In bringing his complaint to this service Mr A is represented, but for ease of reading I will refer to Mr A throughout this dec... (4 pages)View decision -
Decision Reference DRN-5970353
30 Dec 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5970353 The complaint Mrs C has complained that Lloyds Bank General Insurance Limited (“Lloyds”) unfairly declined a claim after her garden wall fell. What happened Mrs C held a building and contents insurance policy with Lloyds between June 2024 and June 2025. In April 2025, her ga... (2 pages)View decision -
Decision Reference DRN-5859229
30 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5859229 The complaint Mr M is unhappy that Aviva Insurance Limited have declined to cover a claim he made on his private medical insurance policy. What happened Mr M made a claim on his private medical insurance policy. He’s unhappy that Aviva declined the claim on the basis it fell... (2 pages)View decision -
Decision Reference DRN-5751595
30 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5751595 The complaint Mrs Z complains that Monzo Bank Ltd unfairly loaded a marker about her at Cifas, the national fraud database. What happened Mrs Z had a current account, joint account and business account with Monzo. This decision will focus on Mrs Z’s current account. Monzo w... (4 pages)View decision -
Decision Reference DRN-5930619
30 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5930619 The complaint Mrs P has complained about how Barclays Bank UK PLC trading as Tesco Bank responded to a claim for money back in relation to a purchase made on her credit card. What happened The circumstances are well known so I’m not going to go over everything again in deta... (3 pages)View decision -
Decision Reference DRN-6039313
30 Dec 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-6039313 The complaint Mr P is unhappy that a car supplied to him under a hire purchase agreement with CA AUTO FINANCE UK LTD trading as CA Auto Finance UK (CA Auto) was not of a satisfactory quality. What happened In June 2023 Mr P was supplied with a used car through a hire purchas... (3 pages)View decision -
Decision Reference DRN-5850086
30 Dec 2025 Lendable Ltd Not upheldConsumer CreditDRN-5850086 The complaint Mr J is unhappy that a car supplied to him under a hire purchase agreement with Lendable Ltd trading as Autolend was of an unsatisfactory quality. What happened On 27 March 2023, Mr J was supplied with a used car through a hire purchase agreement with Lendable... (4 pages)View decision -
Decision Reference DRN-6039051
30 Dec 2025 Metro Bank PLC Not upheldConsumer CreditDRN-6039051 The complaint Mr M complains about the quality of a car he acquired under a hire purchase agreement with Metro Bank PLC trading as RateSetter (RateSetter). When I refer to what Mr M and RateSetter have said and/or done, it should also be taken to include things said and/or ... (4 pages)View decision -
Decision Reference DRN-6034386
30 Dec 2025 Chubb European Group SE Not upheldInsuranceDRN-6034386 The complaint The estate of Mrs C is unhappy with the assistance Mrs C received from Chubb European Group SE under her travel insurance policy (‘the policy’) when she required emergency medical treatment abroad. All reference to Chubb includes its medical assistance team an... (4 pages)View decision