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 123440 results
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Decision Reference DRN-5643643
24 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5643643 The complaint Mr F complains about the service he received from Monzo Bank Ltd (“Monzo”) when he raised a Direct Debit Indemnity Claim (“DDIC”) and is unhappy with Monzo’s cheque processing times and wants Monzo to review its process documentation. What happened Mr F contact... (3 pages)View decision -
Decision Reference DRN-5643557
24 Jun 2025 Tandem Motor Finance Limited UpheldConsumer CreditThe complaint Mr W complains about problems he has had with a car Tandem Motor Finance Limited (Tandem) supplied to him under a hire purchase agreement. What happened The facts of this case are familiar to both sides, so I don’t intend to repeat them again in detail here. Instead, I’ll pro... (7 pages)View decision -
Decision Reference DRN-5643870
24 Jun 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5643870 The complaint Mrs M complains that AXA Insurance UK Plc have unfairly declined her claim for storm damage to her property. What happened Mrs M had a buildings insurance policy with AXA. In October 2023 she made a claim for storm damage to her roof, following noticing an in... (5 pages)View decision -
Decision Reference DRN-5595990
24 Jun 2025 Ageas Insurance Limited UpheldInsuranceDRN-5595990 The complaint Mr A and Mrs K complain about how Ageas Insurance Limited (‘Ageas’) handled a claim they made on their home insurance policy. Mr A has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to any actio... (4 pages)View decision -
Decision Reference DRN-5603083
24 Jun 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5603083 The complaint Miss S has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2023 Miss S opened an account with Kroo. After a credit of £750 was received into Miss S’s account, Kroo blocked her account a... (2 pages)View decision -
Decision Reference DRN-5341916
24 Jun 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5341916 The complaint Mr E complains that Nationwide Building Society failed to support him with his gambling addiction. What happened Mr E says that due to some very difficult personal circumstances, he began gambling to excess online in 2020 and that he sought help towards the end... (5 pages)View decision -
Decision Reference DRN-5566052
24 Jun 2025 Scottish Widows Schroder Personal Wealth Limited UpheldPensions and AnnuitiesDRN-5566052 The complaint Mrs A complains about the fees Scottish Widows Schroder Personal Wealth Limited (‘SPW’) has charged for ongoing advice, after giving her investment and pension advice. Mrs A says that the meetings and reviews that have taken place have not provided any value an... (13 pages)View decision -
Decision Reference DRN-5542654
24 Jun 2025 Bastion Insurance Company Limited UpheldInsuranceDRN-5542654 The complaint Mrs P complains about the way Bastion Insurance Company Limited (Bastion) handled the claim she made under the key cover element of her motor insurance policy. The claim has been handled by a claim management company on behalf of Bastion. But for ease, I will r... (2 pages)View decision -
Decision Reference DRN-5368701
24 Jun 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5368701 The complaint Mr and Mrs O complain that Mercedes Benz Financial Services UK Limited (“MBFS”) supplied them with a car was of unsatisfactory quality. What happened Mr and Mrs O entered into a hire purchase agreement to acquire a two-month-old car in December 2021. The milea... (4 pages)View decision -
Decision Reference DRN-5605486
24 Jun 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5605486 The complaint Miss G complains about the service she received from Kroo Bank Ltd (“Kroo”) when it blocked to her account following her reporting suspicious activity. What happened Miss G held a bank account with Kroo with a balance of over £15,000. On 23 October 2024 after r... (3 pages)View decision
