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-5696236
18 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5696236 The complaint Mr Y has complained about Monzo not refunding several payments he says he made and lost to scams. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary Mr Y says he made payments to differ... (4 pages)View decision -
Decision Reference DRN-5584685
18 Jul 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5584685 The complaint Mr A complains that Kroo Bank Ltd (‘Kroo’) declined to refund a series of transactions totalling over £15,000 which he says he did not make or otherwise authorise. What happened The details of this complaint are well-known by both parties, so I will not go int... (5 pages)View decision -
Decision Reference DRN-5702667
18 Jul 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5702667 The complaint Miss K complains about the quality of a car supplied to her on finance by Hyundai Capital ‘UK Limited (‘HC’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resol... (5 pages)View decision -
Decision Reference DRN-5696783
18 Jul 2025 RAC Insurance Limited UpheldInsuranceDRN-5696783 The complaint Miss S complains that RAC Insurance Limited (“RAC”) mishandled her claim on her breakdown insurance. What happened The subject matter of the breakdown was a people-carrier, made in 2016. Miss S had a bank account which, in return for a monthly fee, gave her b... (5 pages)View decision -
Decision Reference DRN-5690885
18 Jul 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5690885 The complaint Mr M has complained about the quality of a car provided on finance by Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBFS”). What happened MBFS supplied Mr M with a new car on a hire purchase agreement in December 2020. The cash... (7 pages)View decision -
Decision Reference DRN-4617926
18 Jul 2025 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4617926 The complaint Mr B’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the Lender) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit A... (22 pages)View decision -
Decision Reference DRN-5607140
18 Jul 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5607140 The complaint Ms H complains about Fairmead Insurance Limited’s handling of her claims under her home insurance policies. Fairmead has been represented on the claim by its agents. For simplicity, at points, I’ve referred to the actions of Fairmead’s agents as being its own. ... (6 pages)View decision -
Decision Reference DRN-5553287
18 Jul 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5553287 The complaint Mr C has complained that Accredited Insurance (Europe) Ltd (AIEL) unfairly avoided his car insurance policy (treated it as if it didn’t exist) and refused to deal with his claim following the theft of his car. What happened In April 2023 Mr C bought a car insur... (4 pages)View decision -
Decision Reference DRN-5665449
18 Jul 2025 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-5665449 The complaint Mrs B complains about the administration of her credit card by Sainsbury’s Bank Plc. What happened Mrs B held a credit card account with Sainsbury’s Bank. In 2024, she complained about how the account had been administered; in summary, she was unhappy with how... (3 pages)View decision -
Decision Reference DRN-5498690
18 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5498690 The complaint Mr B complained about the poor standard of repairs arranged by Aviva Insurance Limited (“Aviva”) and the delays putting this right, following an accident claim under his motor insurance policy. What happened Mr B was involved in an accident when driving his car... (2 pages)View decision
