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 384131 results
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Decision Reference DRN-5778259
25 Nov 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5778259 The complaint Mr and Mrs W’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What ha... (7 pages)View decision -
Decision Reference DRN-5938062
25 Nov 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5938062 The complaint Mr and Mrs C are unhappy with the way AXA Insurance UK Plc handled a claim under their home insurance policy and about the settlement it offered them. What happened Mr and Mrs C thought they had a water leak as there was a wet patch in their garden. They instr... (4 pages)View decision -
Decision Reference DRN-5972144
25 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5972144 The complaint Miss M is unhappy Monzo Bank Ltd will not refund the money she lost as the result of a scam. Miss M brought her complaint through a representative. For ease of reading I will refer solely to Miss M in this decision. What happened As both parties are aware of ... (4 pages)View decision -
Decision Reference DRN-5955236
25 Nov 2025 Glow Financial Services Limited Not upheldConsumer CreditDRN-5955236 The complaint Mr T complains about the way Glow Financial Services Limited trading as Samsung Finance (‘Glow Financial’) handled his claim for a refund. What happened In July 2024, Mr T purchased a laptop along with accidental, damage and theft cover (the ‘cover’) from a ret... (3 pages)View decision -
Decision Reference DRN-5931623
25 Nov 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5931623 The complaint Miss H has complained that AXA Insurance UK Plc sold her car when dealing with a claim she made under her car insurance policy. Miss H wanted to keep her car. All reference to AXA in my decision includes its agents acting on AXA’s behalf. What happened Miss H m... (3 pages)View decision -
Decision Reference DRN-5637871
25 Nov 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5637871 The complaint Mr G is unhappy with how Madison CF UK Limited, trading as 118 118 Money (‘118 118’) reported his credit card to the credit reference agencies (CRAs). What happened In early April 2025 Mr G noticed his 118 118 credit card was reporting to one of the CRAs as ‘s... (3 pages)View decision -
Decision Reference DRN-5882046
25 Nov 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5882046 The complaint Mr S is unhappy with how Admiral Financial Services Limited, trading as Admiral Money (‘Admiral’) have engaged with him about his fixed sum loan agreement. What happened Mr S arranged his loan in August 2019 for £7,000 over 60 months with a monthly payment of ... (4 pages)View decision -
Decision Reference DRN-5515319
25 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5515319 The complaint P, a limited company, complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money they say was lost as the result of a scam. Mrs D, a director of P, brings the complaint on P’s behalf. What happened Mrs D found an investment opportunity online offered by a... (4 pages)View decision -
Decision Reference DRN-5973271
25 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5973271 The complaint Mr M complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t refund the money he says was lost as the result of a scam. What happened In 2021, Mr M was introduced to an individual by a friend he’d known since secondary school and trus... (6 pages)View decision -
Decision Reference DRN-5973254
24 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5973254 The complaint Mr S complains that Santander UK Plc is holding him liable for transactions which he says he didn’t authorise. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key even... (4 pages)View decision
