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 381082 results
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Decision Reference DRN-5769452
26 Aug 2025 Sabre Insurance Company Limited Not upheldInsuranceDRN-5769452 The complaint Mrs K complains about how Sabre Insurance Company Limited trading as GoGirl (“Sabre”) handled a claim on her car insurance policy. What happened Mrs K held car insurance underwritten by Sabre. Her son, Mr K, was a named driver. In January 2025, Mr K was involv... (3 pages)View decision -
Decision Reference DRN-5583855
26 Aug 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5583855 The complaint Mr B has complained that Assurant General Insurance Limited (Assurant) unfairly declined a claim under his mobile phone insurance policy. What happened Mr B made a claim for damage to his mobile phone. When Assurant assessed the device, it declined the claim b... (2 pages)View decision -
Decision Reference DRN-5514973
26 Aug 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5514973 The complaint Mr H is unhappy that a car supplied to him under a Personal Contract Plan (a type of hire purchase agreement) with Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (‘MBFS’) was misrepresented. What happened The complaint circumstanc... (3 pages)View decision -
Decision Reference DRN-5724275
26 Aug 2025 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-5724275 The complaint Mrs H complains about the manner in which Aioi Nissay Dowa Insurance UK Limited (ANDI) handled a claim on her motor insurance policy. Mrs H’s son has helped her to make her claim to ANDI and to bring her complaint. But for simplicity I'll refer to his comm... (3 pages)View decision -
Decision Reference DRN-5742626
26 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5742626 The complaint Mr T complains about the actions taken by Nationwide Building Society (‘the Society’) when it blocked a payment he wanted to make until he completed further security checks. What happened Mr T held a FlexAccount with Nationwide Building Society. In June 2025, ... (3 pages)View decision -
Decision Reference DRN-5181826
26 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5181826 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) is holding him liable for a transaction for £2,203.99 which he says he didn’t authorise. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summ... (2 pages)View decision -
Decision Reference DRN-5648867
26 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5648867 The complaint Mr M has complained that he is being disadvantaged as a result of being a Barclays Bank UK PLC (“Barclays”) Wealth customer, because he’s unable to receive the Premier account benefits on his account. What happened When Mr M’s customer profile was changed to be... (2 pages)View decision -
Decision Reference DRN-5568396
26 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5568396 The complaint Mr M complained because HSBC UK Bank Plc refused for refund him for payments which he said he hadn’t authorised. He also said HSBC should have blocked the payments from being made. What happened On 24 October 2024, Mr M reported three disputed transactions. Th... (4 pages)View decision -
Decision Reference DRN-5236110
26 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5236110 The complaint Mr I complains that Monzo Bank Ltd (Monzo) delayed looking into his concerns relating to a compromise to his accounts when his phone and bank card was stolen. He feels Monzo should pay further compensation. What happened In the early hours of 8 August 2024 whi... (3 pages)View decision -
Decision Reference DRN-5275188
26 Aug 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5275188 The complaint Miss B complains that a car acquired under a hire purchase agreement with CA AUTO FINANCE UK LTD (CA AUTO) wasn’t of satisfactory quality. What happened In September 2024 Miss B was supplied with a used car through a hire purchase agreement with CA AUTO. The ca... (3 pages)View decision
