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 388057 results
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Decision Reference DRN-5700671
8 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5700671 The complaint Mr T says that after he made a claim on his motor insurance policy, Aviva Insurance Limited handled it badly and caused undue delay. What happened Bodywork damage was caused to Mr T’s electric car in an accident on 17 March 2025. He said he’d experienced probl... (3 pages)View decision -
Decision Reference DRN-5931666
8 Dec 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5931666 The complaint Mr P is unhappy with the quality of a car financed using a conditional sale agreement from Moneybarn No. 1 Limited. What happened In December 2022 Mr P entered into a conditional sale agreement with Moneybarn for a used car. The car was around five and a half y... (2 pages)View decision -
Decision Reference DRN-5827881
8 Dec 2025 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-5827881 The complaint Mr E complains about a car supplied under a hire purchase agreement, provided by SECURE TRUST BANK PUBLIC LIMITED COMPANY trading as Moneyway. What happened Around September 2022 Mr E acquired a used car under a hire purchase agreement with Moneyway. The car i... (4 pages)View decision -
Decision Reference DRN-5745900
8 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5745900 The complaint Mr D and Mrs A complain that Shawbrook Bank Limited (“Shawbrook”) won’t cancel their loan which was used to finance a timeshare purchase which they say was mis-sold to them. What happened I issued a provisional decision on Mr D and Mrs A’s complaint on 25 July ... (6 pages)View decision -
Decision Reference DRN-5931711
8 Dec 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5931711 The complaint Mr V complains that JP Morgan Europe limited trading as Chase failed to inform him that in respect of a Round Up account, the balanced will be transferred out of it at the end of the year. What happened Mr V opened an account with Chase, and in conjunction with... (2 pages)View decision -
Decision Reference DRN-5785670
8 Dec 2025 ST. JAMES'S PLACE UK PLC Not upheldPensions and AnnuitiesDRN-5785670 The complaint Mrs M complains that St James's Place UK plc (SJP) acted unreasonably when it wouldn’t provide her with a full breakdown of where the funds transferred from her ex-husband’s account with it under a Pension Sharing Order (PSO) were invested before it implem... (6 pages)View decision -
Decision Reference DRN-5811592
8 Dec 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5811592 The complaint Mr G has complained about his contents insurer AXA Insurance UK Plc because it has declined his claim for items missing and damaged after the local housing association mistakenly cleared his locked storage area. What happened Mr G had items in a locked storage... (3 pages)View decision -
Decision Reference DRN-5970245
8 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5970245 The complaint Miss C’s complaint is about how Monzo Bank Ltd (Monzo) handled a refund claim she made. What happened Miss C used her Monzo debit card to hire a minibus from a supplier I shall call ‘H’ in February 2024 to the sum of £56.90. However, she felt the bus was misrep... (5 pages)View decision -
Decision Reference DRN-5748574
8 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5748574 The complaint Miss S is a sole trader. She complains that Monzo Bank Ltd (Monzo) acted irresponsibly when they granted her a business loan. In particular, she says Monzo failed to carry out proper checks which would have demonstrated that the loan was unaffordable. What hap... (4 pages)View decision -
Decision Reference DRN-5852572
8 Dec 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5852572 The complaint Mr W complains about the customer service he’s received from National Savings and Investments (‘NS&I’) in relation to bonds he holds with it. What happened Mr W has held some premium bonds with NS&I for many years, with them being opened in 1961, 2005 a... (2 pages)View decision