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 381196 results
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Decision Reference DRN-5637435
8 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5637435 The complaint Miss B says that she has a compulsive spending habit which sometimes causes her to spend in an excessive and harmful way. Miss B complains that this spending pattern ought to have been picked up by Monzo Bank Ltd (“Monzo”) and intervention and support offered a... (4 pages)View decision -
Decision Reference DRN-5673681
8 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5673681 The complaint Mr and Mrs H’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (16 pages)View decision -
Decision Reference DRN-5520257
8 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5520257 The complaint Miss S complains that Capital One (Europe) plc irresponsibly lent to her, they defaulted her accounts, and they wouldn’t write off her outstanding balances. Miss S is represented by her mother in bringing this complaint. But for ease of reading, I’ll refer to a... (5 pages)View decision -
Decision Reference DRN-5521635
8 Jul 2025 Ulster Bank Ltd UpheldBanking and PaymentsDRN-5521635 The complaint Miss K complains about the service she received and the exchange rate Ulster Bank (“Ulster”) applied when she received Euros into her GBP sterling account with it. As a result of the rate applied Miss K says she’s suffered a financial loss. What happened Miss K... (5 pages)View decision -
Decision Reference DRN-5659300
8 Jul 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5659300 The complaint Mr O complains that Mercedes-Benz Financial Services UK Limited (MBFS) ended his hire due to a breach of contract. Mr O feels this was unfair, and says this has caused emotional and financial distress. He would like his finance agreement reinstated along with c... (2 pages)View decision -
Decision Reference DRN-5657145
8 Jul 2025 Octane Ltd Not upheldConsumer CreditDRN-5657145 The complaint Miss C complains that an appointed representative of Octane Ltd (Octane), which brokered a conditional sale agreement she entered into for the supply of a car, misrepresented the structure of the finance to her, particularly in relation to an extended warranty ... (3 pages)View decision -
Decision Reference DRN-5677208
8 Jul 2025 Covea Insurance plc UpheldInsuranceDRN-5677208 The complaint Mr S complains that Covea Insurance plc have voided his policy and declined his claim following a burglary. What happened Mr S took out a contents policy with Covea in March 2020 and renewed it in 2021, 2022 and 2023. On 10 February 2024 Mr S was burgled and h... (5 pages)View decision -
Decision Reference DRN-5628544
8 Jul 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5628544 The complaint Mr R on behalf of the late Mrs R’s estate complains about the service received by The Royal Bank of Scotland PLC (“RBS”) regarding the administration of the late Mrs R’s accounts following her death. In particular, RBS’s failure to apply a stop to Mrs R’s debit... (3 pages)View decision -
Decision Reference DRN-5575329
8 Jul 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5575329 The complaint Ms R complains about Liverpool Victoria Insurance Company Limited (“LV”) and the service they provided after she made a claim on her motor insurance policy following a non-fault accident. What happened The claim and complaint circumstances are well known to bot... (5 pages)View decision -
Decision Reference DRN-5670113
8 Jul 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5670113 The complaint A company, which I’ll refer to as F, complains that AXA Insurance UK Plc cancelled its business protection policy in error and would not reinstate the policy. Mr S, who is a director of F, brings the complaint on F’s behalf. What happened F had a business prote... (2 pages)View decision
