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 128535 results
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Decision Reference DRN-5323997
11 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5323997 The complaint Miss R is being represented by solicitors. She’s complaining about Monzo Bank Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss R fell victim to a cruel job scam in 2023. At a time when she was looking for work, sh... (8 pages)View decision -
Decision Reference DRN-5208636
11 Mar 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5208636 The complaint Mr B complains that Kroo Bank Ltd (‘Kroo’) unfairly restricted his account and held onto funds. What happened Mr B opened a personal account with Kroo in March 2024. Mr B says he used his account for everyday spending and trading in cryptocurrencies. In May 2... (3 pages)View decision -
Decision Reference DRN-5335239
11 Mar 2025 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5335239 The complaint Mr P complains that Scottish Widows Limited has failed to provide him with the data he’s requested about his personal pension policy. He also complains about poor service. What happened Mr P has a personal pension policy with Scottish Widows. In February 2023 ... (11 pages)View decision -
Decision Reference DRN-5069153
11 Mar 2025 Covea Insurance plc UpheldInsuranceDRN-5069153 The complaint Mr H complains that Covea Insurance plc has made an unfair claim decision when he raised concerns about cracking and movement to his property. Mr H feels it is evident that damage has been caused as the result of a sinkhole appearing near to his property, causi... (3 pages)View decision -
Decision Reference DRN-5269749
11 Mar 2025 JBR Capital Limited UpheldConsumer CreditDRN-5269749 The complaint Mr W is unhappy that a car supplied to him under a hire purchase agreement with JBR Capital Limited (JBR) was of an unsatisfactory quality. What happened In July 2023 Mr W was supplied with a used car through a hire purchase agreement with JBR. He paid a deposi... (6 pages)View decision -
Decision Reference DRN-5384467
11 Mar 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5384467 The complaint Miss C has complained about the quality of a car she acquired using finance from Mercedes- Benz Financial Services UK Limited (‘MBFS’). What happened In September 2023, Miss C entered into a finance agreement with MBFS, for a new car. However, she’s explained t... (4 pages)View decision -
Decision Reference DRN-5342830
11 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5342830 The complaint Mr F has complained about the total loss settlement his insurer Admiral Insurance (Gibraltar) Limited paid when he made a claim under his car insurance policy. What happened Mr F made a claim to Admiral following the theft of his car. It was recovered around fo... (2 pages)View decision -
Decision Reference DRN-5328111
11 Mar 2025 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-5328111 The complaint Mr S complains that Aioi Nissay Dowa Insurance UK Limited (“ANDI”) mishandled his motor insurance policy. What happened The subject matter of the insurance is a saloon car, first registered in 2014. Mr S acquired the car in about 2015. In early 2023, Mr S had... (3 pages)View decision -
Decision Reference DRN-5318449
11 Mar 2025 Nelson Insurance Company Ltd UpheldInsuranceDRN-5318449 The complaint Mr B is unhappy with his commercial vehicle insurer Nelson Insurance Company Ltd. When Mr B had an accident he wasn’t happy with its offer to resolve the claim, or the fact he was left without a replacement vehicle. What happened In January 2024 Mr B, who uses... (4 pages)View decision -
Decision Reference DRN-5384351
11 Mar 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5384351 The complaint Mr D has complained that BMW Financial Services(GB) Limited, trading as BMW Financial Services (‘BMWFS’), has treated him unfairly while he’s been experiencing financial difficulties. What happened Mr D entered into a finance agreement with BMWFS in January 202... (3 pages)View decision