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 392389 results
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Decision Reference DRN-5827366
11 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5827366 The complaint Mr and Mrs H’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) d... (14 pages)View decision -
Decision Reference DRN-5249039
11 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5249039 The complaint Mr P complains that Monzo Bank Ltd (“Monzo”) hasn’t reimbursed money he lost to a scam. What happened In the summer of 2024, Mr P contacted Monzo and disputed several transactions that had been made on his Monzo debit card. He said the merchants took payments ... (3 pages)View decision -
Decision Reference DRN-6013857
11 Dec 2025 First Central Underwriting Limited Not upheldInsuranceDRN-6013857 The complaint Mrs B complains First Central Underwriting Limited (First Central) caused delays after she made a claim on her motor insurance policy. First Central are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the interm... (4 pages)View decision -
Decision Reference DRN-5802294
11 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5802294 The complaint Miss T complains that NewDay Ltd trading as Opus irresponsibly lent to her. What happened Miss T was approved for an Opus credit card in August 2018, with a £300 credit limit. I have detailed the credit limit changes for the card below: December 2018 £300 to £5... (5 pages)View decision -
Decision Reference DRN-5641252
11 Dec 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5641252 The complaint Miss F and Mr M complain about how AXA Insurance UK Plc handled a claim made on their commercial property insurance policy. Reference to AXA includes its agents. For ease of reading, I’ll refer to Miss F alone throughout the body of this decision. What happened... (2 pages)View decision -
Decision Reference DRN-5793476
11 Dec 2025 Arval UK Limited Not upheldConsumer CreditDRN-5793476 The complaint Mr H complains that a car supplied to him under a hire agreement with Arval UK Limited is of unsatisfactory quality. What happened The circumstances of this case are well known to both parties, so I won’t repeat everything here. To summarise, Mr H was supplied ... (3 pages)View decision -
Decision Reference DRN-6014768
11 Dec 2025 Inter Partner Assistance SA UpheldInsuranceDRN-6014768 The complaint Miss E and Mr L complain that Inter Partner Assistance SA (‘IPA’) delayed paying medical bills following a claim under their travel insurance policy. All references to IPA include the agents appointed to handle claims and complaints on its behalf. What happened... (2 pages)View decision -
Decision Reference DRN-5931993
11 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5931993 The complaint Mr B complains about Admiral Insurance (Gibraltar) Limited’s handling of his telematics motor insurance policy. What happened The circumstances of this complaint are well known to both parties, but in summary, Mr B arranged a telematics motor insurance policy, ... (3 pages)View decision -
Decision Reference DRN-5996299
11 Dec 2025 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-5996299 The complaint Ms O complains that a car she acquired with finance from Hyundai Capital UK Limited (‘Hyundai’) wasn’t of satisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It refl... (2 pages)View decision -
Decision Reference DRN-6004949
11 Dec 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-6004949 The complaint Miss L complains about the cancellation of her motor insurance policy by Watford Insurance Company Europe Limited (Watford). Her policy was cancelled after she passed her driving test, and her provisional licence became a full driving licence. Watford said they... (5 pages)View decision