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 121479 results
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Decision Reference DRN-5344004
20 Feb 2025 Black Horse Limited UpheldConsumer CreditDRN-5344004 The complaint Mr B complains that Black Horse Limited (“Black Horse”) won’t give him the benefit of an APR of 2.9% on a finance agreement he entered into with it. What happened On 28 September 2023 Mr B entered into an order agreement from a manufacturer that I will call “T”... (4 pages)View decision -
Decision Reference DRN-5169208
20 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5169208 Complaint Mrs M is unhappy that Santander UK Plc didn’t reimburse her after she told it she’d fallen victim to an investment scam. Background In 2020, Mrs M learned about an investment opportunity via a family member. The opportunity was provided by a company called Buy2LetC... (4 pages)View decision -
Decision Reference DRN-5344636
20 Feb 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5344636 The complaint Mr C complains that AA Underwriting Insurance Company Limited (‘AA’) unfairly recorded a cancellation on his motor insurance. What happened Mr C had a motor insurance policy with AA, taken out via a comparison website in July 2023. In January 2024, it found tha... (3 pages)View decision -
Decision Reference DRN-5237436
20 Feb 2025 Evergreen Finance London Limited UpheldConsumer CreditDRN-5237436 The complaint Mr M complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided him with loans without carrying out sufficient affordability checks. What happened A summary of Mr M’s borrowing can be found below. loan number loan amount... (5 pages)View decision -
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
