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 380824 results
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Decision Reference DRN-5763528
19 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5763528 The complaint Mrs S is complaining that Monzo Bank Ltd hasn’t agreed to refund a payment she says she didn’t authorise. What happened Both parties are familiar with the circumstances of the complaint so I’ll only summarise what happened here. In September 2023 Mrs S’s husba... (5 pages)View decision -
Decision Reference DRN-5751242
19 Aug 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5751242 The complaint Mr D and Ms L’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... (8 pages)View decision -
Decision Reference DRN-5762449
19 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5762449 The complaint Mrs K complains Revolut Ltd didn’t do enough to protect her when she was victim of a safe account scam. She says her and her husband have lost a large part of their lifetime savings as a result. What happened Mrs K and her husband have accounts with a bank who ... (4 pages)View decision -
Decision Reference DRN-5763674
19 Aug 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5763674 The complaint Mr B complained about end of contract charges for a car supplied on finance by Mercedes- Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBF”). What happened Both parties are familiar with the events of this complaint, so I’ve summarised ... (4 pages)View decision -
Decision Reference DRN-5447398
19 Aug 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5447398 The complaint Mrs H and Mr H complain Ageas Insurance Limited (Ageas) declined the claim they made under their home insurance policy. This complaint has been bought by both Mrs H and Mr H, but as Mr H has been leading in the complaint, and for ease, I’ve referred to him thro... (4 pages)View decision -
Decision Reference DRN-5206083
19 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5206083 Complaint Mr P is unhappy that HSBC UK Bank Plc (trading as First Direct) didn’t reimburse him after he reported falling victim to a scam. Background Mr P saw an advertisement on social media promoting what appeared to be an investment opportunity. The opportunity was being ... (3 pages)View decision -
Decision Reference DRN-5761399
19 Aug 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5761399 The complaint Mr J complains about the quality of a car supplied to him by Motonovo Finance Limited (‘MF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes w... (7 pages)View decision -
Decision Reference DRN-5593548
19 Aug 2025 Mercedes-Benz Insurance Services UK Limited Not upheldInsuranceDRN-5593548 The complaint Miss D has complained about the service provided by Mercedes-Benz Insurance Services UK Limited (‘Mercedes’), an insurance intermediary, when she wanted to make a claim on her roadside assistance policy. All references to Mercedes include its agents. What hap... (3 pages)View decision -
Decision Reference DRN-5726570
19 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5726570 The complaint Miss G has complained about the quality of a car she acquired using finance from BMW Financial Services(GB) Limited (‘BMWFS’). What happened In September 2023, Miss G entered into a finance agreement with BMWFS for a brand new car. But, in April 2024, she conta... (3 pages)View decision -
Decision Reference DRN-5707781
19 Aug 2025 Trinity Lane Insurance Company Limited UpheldInsuranceDRN-5707781 The complaint Ms L complains that she is out of pocket as a result of Trinity Lane Insurance Company Limited’s delays when dealing with a claim on her specialist vehicle motor insurance policy. Ms L’s partner, Mr C, is a named driver on the policy. He has taken some of the a... (6 pages)View decision
