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-5759050
19 Aug 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5759050 The complaint Mr B has complained about the quality of a car provided on finance by Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBFS”). What happened Both parties are familiar with the circumstances of this complaint, so I’ve summarised th... (7 pages)View decision -
Decision Reference DRN-5542876
19 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5542876 The complaint Mr and Mrs K complained about delays and poor claim handling by Admiral Insurance (Gibraltar) Limited (“Admiral”) when a blocked drain caused damage to their property, under their home buildings insurance policy. I’ll refer to Mrs K in my decision for ease. Wha... (4 pages)View decision -
Decision Reference DRN-5462346
19 Aug 2025 FIRST RESPONSE FINANCE LIMITED UpheldConsumer CreditDRN-5462346 The complaint Mr V complained about end of contract charges for a car supplied on finance by First Response Finance Limited. What happened Both parties are familiar with the events of this complaint, so I’ve summarised these here. First Response supplied Mr V with a used c... (4 pages)View decision -
Decision Reference DRN-5760809
19 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5760809 The complaint Miss A complains that Revolut Ltd will not refund money she lost to a scam. Miss A is represented by a firm I’ll refer to as R. For ease, I have only referred to Miss A in this decision. What happened Miss A said she made the following payments as a result of a... (5 pages)View decision -
Decision Reference DRN-5750026
19 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5750026 The complaint Mr B complains as a sole trader that Santander UK Plc is unfairly holding him personally liable for a bounce back loan (“BBL”) that he intended to take out for his limited company. Mr B has made this complaint via a representative, but I will refer to all submi... (4 pages)View decision -
Decision Reference DRN-5727839
19 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5727839 The complaint Mr K complains about the service he received from Barclays Bank UK PLC trading as Barclaycard when he requested a new credit card PIN. What happened Mr K opened a credit card account with Barclaycard in March 2025. His credit card arrived but his PIN didn’t. Mr... (2 pages)View decision -
Decision Reference DRN-5753838
19 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5753838 The complaint Mr H complains that Monzo Bank Ltd won’t reimburse money he lost to a scam. Mr H has brought his complaint with the assistance of a professional representative. But for ease I’ll refer to their submissions as being from Mr H except where the facts require other... (3 pages)View decision -
Decision Reference DRN-5571571
19 Aug 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5571571 The complaint Mr B complains that ReAssure Limited failed to complete an instruction to alter his pension investments in a timely manner. He also complains that ReAssure failed to apply contributions made to the pension plan by his employer. And he complains that, for an ext... (3 pages)View decision -
Decision Reference DRN-5703742
19 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5703742 The complaint Mr G complains that Santander UK Plc has declined to reimburse payments that he says he didn’t agree to. What happened Mr G says he responded to an advert for a travel company on social media and later spoke to a scammer on the phone where he agreed to purchase... (4 pages)View decision -
Decision Reference DRN-5761626
19 Aug 2025 Saga Services Limited UpheldInsuranceDRN-5761626 The complaint Mr G complains that Saga Services Limited (“Saga”) offered him a three-year fixed price home insurance policy but then, in the third year, they found him a policy offering a reduced level of cover. What happened Mr G says he took out a policy in March 2023 whi... (5 pages)View decision
