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 121115 results
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Decision Reference DRN-5051091
20 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5051091 The complaint Miss L complains Monzo Bank Ltd didn’t do enough to help get a refund for a transaction made on her debit card. What happened In March 2024, Miss L bought a number of items from a bakery, paying with her Monzo debit card. When getting home and checking her rec... (3 pages)View decision -
Decision Reference DRN-5300810
20 Feb 2025 Aviva Insurance Limited UpheldInsuranceDRN-5300810 The complaint X and his father Mr R complain that Aviva Insurance Limited unfairly mishandled a motor insurance policy. What happened The subject matter of the insurance and the complaint is a hatchback car, first registered in about 2015. X acquired the car in 2019. For t... (4 pages)View decision -
Decision Reference DRN-5144477
20 Feb 2025 Vodafone Limited UpheldConsumer CreditDRN-5144477 The complaint Mr D has complained Vodafone Limited is holding him liable for a credit agreement he didn’t take out. What happened In January 2024 Mr D complained to Vodafone that there appeared to be a credit agreement in his name for a mobile handset. He denied having taken... (3 pages)View decision -
Decision Reference DRN-5321740
20 Feb 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5321740 The complaint Miss M is unhappy with the way AA underwriting Insurance Company Limited (AA) have handled the claim she made under her motor insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. I... (5 pages)View decision -
Decision Reference DRN-5288866
20 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5288866 The complaint Mr C has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. This caused him considerable distress and he’s now looking for what he deems reasonable compensation. What happened In February 2021 Mr C was to... (2 pages)View decision -
Decision Reference DRN-5272254
20 Feb 2025 Wakam UpheldInsuranceDRN-5272254 The complaint Mrs P complains that Wakam unfairly declined a claim under her pet insurance policy. Where I refer to Wakam, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed background to this complaint... (4 pages)View decision -
Decision Reference DRN-5219858
20 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5219858 The complaint Mr J complains Barclays Bank UK PLC blocked his debit card. What happened Mr J opened an account with Barclays and around six months later he tried to use his card in a shop. The card was declined, Mr J had no other way to pay, and was embarrassed by this. M... (3 pages)View decision -
Decision Reference DRN-5327766
20 Feb 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5327766 The complaint Mr K complains about the quality of a car supplied to him by Toyota Financial Services (UK) PLC trading as Redline Finance (“Redline Finance”) under a hire purchase agreement (“agreement”) and that both the car and the agreement were misrepresented to him by t... (6 pages)View decision -
Decision Reference DRN-5343847
20 Feb 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5343847 The complaint Mr W complains that Starling Bank Limited (‘Starling’) hasn’t refunded the money he lost after he fell victim to an authorised push payment (‘APP’) scam. What happened On 1 November 2023, Mr W received a call on his mobile from a third party (‘the scammer’). Th... (7 pages)View decision -
Decision Reference DRN-5343881
20 Feb 2025 Brian Mellor Financial Services Limited UpheldPensions and AnnuitiesDRN-5343881 The complaint Mr C is unhappy with advice he says he received from Brian Mellor Financial Services Limited (BMFS). What happened Mr C had a long standing relationship with BMFS, he says they provided him with various pieces of advice over the years. Mr C had a personal pens... (11 pages)View decision
