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 123872 results
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Decision Reference DRN-5632682
1 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5632682 The complaint Mr F complains about the service he received from Clydesdale Bank Plc trading as Virgin Money (Virgin), after his credit card account was blocked. What happened Mr F holds a credit card account with Virgin. He was working in the USA in the summer of 2024, but ... (3 pages)View decision -
Decision Reference DRN-5730831
1 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5730831 The complaint Mr P has complained about what happened when he wanted to make a change to his mortgage he held with National Westminster Bank Public Limited Company. Mr P says he approached NatWest as he wanted to change his mortgage from repayment to interest only to reduce... (10 pages)View decision -
Decision Reference DRN-5370762
1 Aug 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5370762 The complaint Mr B complains that a car supplied to him under a hire purchase agreement with CA AUTO FINANCE UK LTD (CAF) was of unsatisfactory quality. What happened In October 2022 Mr B entered into a personal contract purchase agreement with CAF to acquire a used car. The... (4 pages)View decision -
Decision Reference DRN-5631654
1 Aug 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5631654 The complaint Mr K complains about AXA Insurance UK Plc’s handling of a claim on a motor insurance policy. All references to AXA include its agents. What happened Mr K had a motor insurance policy with AXA. In October 2024, he was involved in an accident. This was initially ... (2 pages)View decision -
Decision Reference DRN-5729989
1 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5729989 The complaint Mr L complains that Revolut hasn’t refunded him after unauthorised transactions were made on his account. What happened In February and March 2024, Mr L reported unauthorised transactions (transfers, card payments and cryptocurrency withdrawals) on his account ... (7 pages)View decision -
Decision Reference DRN-5730973
1 Aug 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5730973 The complaint Mr C complains about how AXA Insurance UK Plc (‘AXA’) handled a claim made on his car insurance policy. What happened Mr C was involved in an accident with another vehicle on 12 October 2024. He reported the incident to AXA on 13 October 2024 saying that the t... (6 pages)View decision -
Decision Reference DRN-5730790
1 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5730790 The complaint Mr C complains that Monzo Bank Ltd (“Monzo”) won’t refund payments he made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand it to be as follows. ... (5 pages)View decision -
Decision Reference DRN-5536795
1 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5536795 The complaint Mr H is unhappy with what Aviva Insurance Limited did after he made a claim on his legal expenses insurance policy. What happened In November 2022 Mr H sought assistance from his policy with a claim against the owner of a neighbouring property. That related to ... (5 pages)View decision -
Decision Reference DRN-5648801
1 Aug 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5648801 The complaint Mr Y complains that a car acquired under a hire purchase agreement with Blue Motor Finance Ltd wasn’t of satisfactory quality when it was supplied to him. What happened The parties are familiar with the background of this complaint so I will only summarise wha... (4 pages)View decision -
Decision Reference DRN-5065789
1 Aug 2025 Wren Sterling Financial Planning Limited UpheldPensions and AnnuitiesDRN-5065789 The complaint Mr T complains about the service received from Wren Sterling Financial Planning Limited trading as Wren Sterling (‘Wren’) in relation to his pension. Mr T says that Wren has failed to provide the ongoing advice he was paying for and that it also failed to arran... (10 pages)View decision
