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 386169 results
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Decision Reference DRN-5910605
22 Dec 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditThe complaint Mr S complains about the quality of a car he acquired under a hire purchase agreement with BMW FINANCIAL SERVICES (GB) LIMITED (BMWFin). When I refer to what Mr S and BMWFin said or did, it should also be taken to include things said or done on their behalf. What happened In ... (5 pages)View decision -
Decision Reference DRN-5995588
17 Dec 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-5995588 The complaint Mr H complains about end of contract charges when his agreement with Lex Autolease Ltd ended. What happened In October 202 Mr H was supplied with a van and entered into a contract hire agreement with Lex. The agreement was initially for a term of 48 months with... (2 pages)View decision -
Decision Reference DRN-6029258
17 Dec 2025 Inter Partner Assistance SA UpheldInsuranceDRN-6029258 The complaint Mr J and Mrs K are unhappy that Inter Partner Assistance SA (‘IPA’) declined a cancellation claim made under their travel insurance policy (‘the policy’). What happened Mr J and Mrs K cancelled a holiday abroad because Mr J’s father sadly died two weeks before... (3 pages)View decision -
Decision Reference DRN-5995366
17 Dec 2025 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-5995366 The complaint Mr A complains that Marks and Spencer Financial Services Plc trading as M&S Bank took two payments within a short space of time when he asked to change his loan payment date. What happened Mr A holds a loan with M&S Bank. On 5 September 2025 Mr A contac... (2 pages)View decision -
Decision Reference DRN-5943023
17 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5943023 The complaint Ms F has complained that Monzo Bank Ltd (“Monzo”) failed to check whether she still needed her fee-paying packaged account. What happened Ms F opened a fee-paying account with Monzo in January 2023. In 2025, Ms F complained to Monzo that she’d made little use... (5 pages)View decision -
Decision Reference DRN-5909350
17 Dec 2025 Curtis Banks Limited UpheldPensions and AnnuitiesDRN-5909350 The complaint Mr C has complained that his self-invested personal pension (‘SIPP’) provider Curtis Banks Limited (‘Curtis Banks’) incorrectly sent documentation to his former Discretionary Fund Manager (‘DFM’). Mr C has said he stopped using the DFM in 2016 – I have referred... (3 pages)View decision -
Decision Reference DRN-5884791
17 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5884791 The complaint Mr S complains that Santander UK Plc didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known... (3 pages)View decision -
Decision Reference DRN-5884783
17 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5884783 The complaint Mr S complains that Santander UK Plc didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known... (3 pages)View decision -
Decision Reference DRN-6027863
17 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6027863 The complaint Mr and Mrs T have complained that Bank of Scotland plc (“BoS”) mis-sold them a fee-paying Ultimate Reward Current Account (“URCA”) in November 2009. Mr and Mrs T have given a number of reasons why they say the account was mis-sold. These include that Mr T says... (3 pages)View decision -
Decision Reference DRN-5940505
17 Dec 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5940505 The complaint Mr C is unhappy that AXA PPP Healthcare Limited trading as AXA Health (AXA) declined his private medical insurance claim. What happened Mr C has a private medical insurance policy which started on 7 March 2025. AXA is the underwriter. The policy was set up on a... (3 pages)View decision
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