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 123743 results
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Decision Reference DRN-5608773
18 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5608773 The complaint Mr G is unhappy Monzo Bank Ltd will not refund the money he lost as the result of a scam. What happened As both parties are aware of the details of the scam I will not repeat them in full here. In summary, Mr G fell victim to a job/task scam. He was contacted v... (4 pages)View decision -
Decision Reference DRN-5602628
18 Jun 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5602628 The complaint Ms H is unhappy that a car supplied to her under a conditional sale agreement with Stellantis Financial Services UK Limited (Stellantis) was of an unsatisfactory quality. What happened In August 2022 Ms H was supplied with a new car through a conditional sale a... (4 pages)View decision -
Decision Reference DRN-5247074
18 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5247074 The complaint Mr and Mrs F complain that HSBC UK Bank Plc won’t reimburse them after they fell victim to a vehicle purchase scam. Mr and Mrs F are represented by a family member in bringing their complaint, but for ease of reference, I’ll refer to all submissions as being ma... (5 pages)View decision -
Decision Reference DRN-5272766
18 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5272766 The complaint Mr L complains that Barclays Bank UK PLC did not reimburse the funds he lost to a scam. What happened Mr L was looking to purchase a new van for work and found one online. He contacted the seller and agreed to pay a deposit of £1,000 on 7 September 2022 ahead o... (4 pages)View decision -
Decision Reference DRN-5613423
18 Jun 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5613423 The complaint Mr and Mrs K complain about what Royal & Sun Alliance Insurance Limited did following a claim Mr K made on their legal expenses insurance policy. Although the policy is in joint names, as the claim relates to Mr K, I’ll mainly refer to him in this decision ... (5 pages)View decision -
Decision Reference DRN-5186962
18 Jun 2025 Society of Lloyd's UpheldInsuranceDRN-5186962 The complaint Mr and Mr R complain Society of Lloyd’s unfairly declined their holiday home insurance claim. The insurance policy is provided by a syndicate at Society of Lloyd’s. For simplicity, I refer to the syndicate and Society of Lloyds simply as ‘Lloyd’s. For the same... (7 pages)View decision -
Decision Reference DRN-5484374
18 Jun 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5484374 The complaint Mr C has complained The Royal Bank of Scotland plc won’t refund him for a cash machine withdrawal that wasn’t successfully completed. What happened In both January and February 2024 Mr C used a cash machine within a branch of a bank where he also held an accoun... (3 pages)View decision -
Decision Reference DRN-5404912
18 Jun 2025 Ageas Insurance Limited UpheldInsuranceDRN-5404912 The complaint Mr F and Mrs N complained about Ageas Insurance Limited’s (“Ageas”) poor claim handling and substandard repairs, following a claim involving a damaged shower under their home buildings insurance policy. I’ll refer to Mr F in my decision for ease. What happened ... (3 pages)View decision -
Decision Reference DRN-5574404
18 Jun 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5574404 The complaint Miss W complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened The parties are familiar with the background details of this compla... (8 pages)View decision -
Decision Reference DRN-5609369
18 Jun 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5609369 The complaint Mr D complains about the quality of a car Stellantis Financial Services UK Limited (Stellantis) 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 he... (5 pages)View decision
