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 124111 results
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Decision Reference DRN-5771792
26 Aug 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5771792 The complaint Miss R complains about a claim she made to Capital One (Europe) plc (Capital One) in respect of a holiday resort not being as described. What happened In April 2024, Miss R made a partial payment of £700 using her Capital One credit card for a packaged holiday ... (7 pages)View decision -
Decision Reference DRN-5671803
26 Aug 2025 One Insurance Limited UpheldInsuranceDRN-5671803 The complaint Mr S complains One Insurance Limited (One Insurance) provided a poor level of service and a delay after he made a claim on his motor insurance policy. What happened Mr S made a claim on his motor insurance policy after he was involved in an incident with a thi... (2 pages)View decision -
Decision Reference DRN-5776506
26 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5776506 The complaint X complains about excess mileage charges BMW Financial Services (GB) Limited (BMWFS) asked him to pay at the end of his finance agreement and about adverse reports they have been making to his credit file. What happened I issued a provisional decision on this c... (4 pages)View decision -
Decision Reference DRN-5777341
26 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5777341 The complaint Ms T has complained about what happened when she needed NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY to complete a form for the Department for Work and Pensions (DWP) so she could claim Support for Mortgage Interest (SMI). What happened Ms T complained to N... (4 pages)View decision -
Decision Reference DRN-5709462
26 Aug 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5709462 The complaint Mr H is unhappy with the way Volkswagen Financial Services (UK) Limited (“VWFS”) handled the settlement of his finance agreement. What happened Mr H bought a car with finance provided by VWFS. When he changed his car, he took out finance with VWFS again. The d... (3 pages)View decision -
Decision Reference DRN-5447164
26 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5447164 The complaint Mr N has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr N found his account with Monzo had been closed and that Monzo had lodged a fraud- related marker on his record with CIFAS. This... (2 pages)View decision -
Decision Reference DRN-5724275
26 Aug 2025 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-5724275 The complaint Mrs H complains about the manner in which Aioi Nissay Dowa Insurance UK Limited (ANDI) handled a claim on her motor insurance policy. Mrs H’s son has helped her to make her claim to ANDI and to bring her complaint. But for simplicity I'll refer to his comm... (3 pages)View decision -
Decision Reference DRN-5648867
26 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5648867 The complaint Mr M has complained that he is being disadvantaged as a result of being a Barclays Bank UK PLC (“Barclays”) Wealth customer, because he’s unable to receive the Premier account benefits on his account. What happened When Mr M’s customer profile was changed to be... (2 pages)View decision -
Decision Reference DRN-5759137
26 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5759137 The complaint Mr C has complained about the market value Admiral Insurance (Gibraltar) Limited paid when he made a claim under his car insurance policy. What happened Mr C made a claim to his insurer Admiral. Admiral decided to settle Mr C’s claim by paying the market value ... (3 pages)View decision -
Decision Reference DRN-5739126
26 Aug 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5739126 The complaint Mr M complains that a car that was supplied to him under a hire purchase agreement with N.I.I.B. Group Limited, trading as Northridge Finance, wasn’t of satisfactory quality. He’s being helped with his complaint by a representative. What happened A used car was... (4 pages)View decision
