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 4269 results
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Decision Reference DRN-2454903
16 Apr 2021 Soteria Insurance Limited UpheldInsuranceDRN-2454903 The complaint Mr H complains that Soteria Insurance Limited unfairly cancelled his motor insurance policy. Mr H is represented in this matter by his father, a named driver on his policy. What happened Soteria contacted Mr H to ask him about an incident that had been notified by... (4 pages)View decision -
Decision Reference DRN1769941
3 Jul 2020 Volkswagen Financial Services (UK) Limited UpheldBanking and creditMr C complains that Volkswagen Financial Services (UK) Limited (“VWFS”) unfairly terminated his hire purchase agreement for a car.background In October 2016 Mr C acquired a car via a four year hire purchase agreement. Unfortunately, his financial circumstances changed leading to missed pay... (4 pages)View decision -
Decision Reference DRN8233214
24 Nov 2016 TSB Bank plc Not upheldBanking and creditMiss M has complained that TSB Bank plc (“TSB”) mis-sold a Silver packaged bank account to her in 2010. backgroundI attach my provisional decision of 10 November 2016, which forms part of this final decision.In my provisional decision I set out why I didn’t intend ... (4 pages)View decision -
Decision Reference DRN-5377524
6 Mar 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5377524 The complaint Mr R complains that First Central Underwriting Limited (First Central) declined a theft claim he made on his motor insurance policy. What happened Mr R held a motor insurance policy with First Central. He contacted them to report that his vehicle had been stol... (4 pages)View decision -
Decision Reference DRN-4021189
31 Mar 2023 Ageas Retail Limited Not upheldInsuranceDRN-4021189 The complaint Miss M says Ageas Retail Limited didn’t provide her with the full terms in relation to her motor insurance policy. That meant she believed her cover was different, and argues the claim should be settled along those lines instead. What happened In December 2021 Mis... (4 pages)View decision -
Decision Reference DRN-4498427
2 Jan 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4498427 The complaint Miss T complains that Aviva Life & Pensions UK Limited has reduced the monthly benefits it pays her under an income protection insurance policy because it says it overpaid her during a three-month period. What happened The background to this complaint is well... (4 pages)View decision -
Decision Reference DRN-4146892
20 Jul 2023 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4146892 The complaint Mr C believes Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (‘VWFS’) acted irresponsibly by approving a hire purchase agreement he’d applied for. Mr C is being represented in this complaint by Ms K. However, for ease of reference, I... (5 pages)View decision -
Decision Reference DRN-5426378
3 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5426378 The complaint Mr and Mrs C complain that Barclays Bank UK PLC (‘Barclays’) won’t refund the money they lost when they say they fell victim to an ‘Authorised Push Payment’ (‘APP’) investment scam. Mr and Mrs C brings their complaint with the assistance of professional repres... (5 pages)View decision -
Decision Reference DRN-3847535
7 Feb 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3847535 The complaint Mr A complains that Monzo Bank Ltd registered a marker at CIFAS, the national fraud database, when it closed his account. What happened Mr A says he has no knowledge of any fraudulent use of his account in January 2021. And that he found out about the marker when ... (4 pages)View decision -
Decision Reference DRN-3615165
30 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3615165 The complaint Miss G is unhappy because Monzo Bank Ltd (‘Monzo’) did not reimburse the money she transferred to a fraudster. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, in June 2020 Miss G was approac... (5 pages)View decision
