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 4790 results
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Decision Reference DRN9804110
9 Aug 2013 HSBC Bank plc Not upheldBanking and creditMrs T, who is represented by one of the attorneys she has appointed to act on her behalf, complains that HSBC Bank Plc (HSBC) has frozen her account. background Mrs T signed an enduring power of attorney appointing two of her daughters to act jointly and severally on her behalf. The ... (1 page)View decision -
Decision Reference DRN0684187
24 Jul 2020 Career Finance 4 Trade Skills Limited UpheldBanking and creditMr K complains that Career Finance 4 Trade Skills Limited (“CF4TS”) won’t refund him for atraining course. He says there are various issues with what he was told about the coursewhen he agreed to undertake it. The course was funded using a fixed sum loan provided byCF4TS.background In Marc... (8 pages)View decision -
Decision Reference DRN-3672800
19 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3672800 The complaint Mr O complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded a payment he says he didn’t make or otherwise authorise. What happened Mr O says that on 13 and 14 March 2022 he received two calls from individuals who said they were from Monzo but he now knows were sc... (3 pages)View decision -
Decision Reference DRN-3025344
2 Nov 2021 Admiral Insurance Company Limited UpheldInsuranceDRN-3025344 The complaint Mr H (represented by his solicitor, Mr L) says Admiral Insurance Company Limited wrongly declined the claim he made on his motor insurance policy after his car was stolen. What happened Mr H bought a car that was on sale for £15,000 from a private seller for £12,8... (6 pages)View decision -
Decision Reference DRN-4505395
1 Feb 2024 Highway Insurance Company Limited Not upheldInsuranceDRN-4505395 The complaint Mr B complains about decline of a claim and cancellation of his motor insurance policy by his insurer, Highway Insurance Company Limited (Highway). References to Highway in this decision include other businesses that did work for them (their agents). What happened... (3 pages)View decision -
Decision Reference DRN-5213917
16 Dec 2024 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-5213917 The complaint Mrs H complains TransUnion International UK Limited (TU) allowed a search on her credit file for a fraudulent application. Mr H has supported Mrs H in bringing this complaint, but I’ve just referred to her in this decision for simplicity. What happened I issu... (3 pages)View decision -
Decision Reference DRN-5615880
23 Sep 2025 Clear Score Technology Limited Not upheldConsumer CreditDRN-5615880 The complaint Mr W is unhappy he was unable to obtain the Annual Percentage Rate (APR), advertised by Clear Score Technology Limited trading as Clear Score, when applying for finance for a car. What happened Mr W used Clear Score to search finance options for a car he wanted... (3 pages)View decision -
Decision Reference DRN-2443333
23 Dec 2020 Equifax Limited UpheldConsumer CreditDRN-2443333 The complaint Mr N complains that Equifax hasn’t recorded correct information on his credit file. He also says it required unnecessary personal information from him. He wants £300 compensation. What happened Mr N told us that when he tried to apply to Equifax for an online cred... (3 pages)View decision -
Decision Reference DRN3747656
7 May 2015 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr W complained that Ageas Insurance Limited settled a third party accident claim on his motor insurance policy without his knowledge or consent, although he had denied that his car had been involved in the accident. backgroundThe third party, a bus company, claimed ... (3 pages)View decision -
Decision Reference DRN-6127249
19 Feb 2026 Ageas Insurance Limited Not upheldInsuranceDRN-6127249 The complaint Mr F complains that Ageas Insurance Limited (“Ageas”) mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a hybrid petrol / electric sports utility vehicle made by a Japanese vehic... (4 pages)View decision