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 4096 results
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Decision Reference DRN3579006
13 Sep 2016 Glyn Hopkin Limited UpheldBanking and creditMrs Q has complained that Glyn Hopkin Limited mis-sold her a finance agreement for a car.backgroundfactsIn total, Mrs Q has had three finance agreements, arranged by Glyn Hopkin.The first was taken out in September 2014, for Car 1. The monthly repayments were £23... (4 pages)View decision -
Decision Reference DRN-4511722
16 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4511722 The complaint Mr M complains that Monzo Bank Ltd unfairly decided he is liable for disputed payments from his account. What happened In January last year, Mr M says he noticed several transfers from his account that he says he didn’t authorise. All the payments took place over ... (4 pages)View decision -
Decision Reference DRN-3808855
30 Nov 2022 Indigo Michael Limited UpheldConsumer CreditDRN-3808855 The complaint Mr W has complained that Indigo Michael Limited (trading as Safety Net Credit (SNC)) didn’t complete enough affordability checks before approving his Safety Net facility. Had it done so, it would’ve realised that Mr W couldn’t afford the repayments. What happened... (4 pages)View decision -
Decision Reference DRN3223162
2 Aug 2017 Volkswagen Financial Services (UK) Limited Not upheldBanking and creditMrs H complains that she was given incorrect information that made her agree to a hire purchase agreement with Volkswagen Financial Services (UK) Limited.backgroundIn 2013 Mrs H acquired a car using a hire purchase agreement with VWFS. The way these agreements work is t... (3 pages)View decision -
Decision Reference DRN-3248237
7 Mar 2022 First Response Finance Ltd UpheldConsumer CreditDRN-3248237 The complaint Mrs J complains that a car acquired with finance from First Response Finance Ltd (FR) wasn’t of satisfactory quality. What happened In January 2021 Mrs J was supplied with a car and entered into a hire purchase agreement with FR. At the point of supply the car was... (3 pages)View decision -
Decision Reference DRN-5865528
23 Oct 2025 Wirex Limited Not upheldBanking and PaymentsDRN-5865528 The complaint Mr A complains that Wirex Limited won’t reimburse him funds he lost after he says they were sent to an account he did not recognise. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Betwe... (3 pages)View decision -
Decision Reference DRN-2725787
2 Jun 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2725787 The complaint Ms M complains that Lloyds Bank PLC (Lloyds) won’t refund £75,000 she lost when she was the victim of a scam. What happened What Ms M says Ms M says she received an insurance payment of £150,778.75 on 1 October 2018 following a cancer diagnosis. The insurer wasn’t... (4 pages)View decision -
Decision Reference DRN2827000
31 Mar 2020 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr A complains that Advantage Insurance Company Limited cancelled his motor insurance policy and didn’t reinstate it. He’s also unhappy about the amount he had to pay to settle his account.All references to Advantage include its agents.backgroundIn February 2018 Mr A contacted Advantage to... (5 pages)View decision -
Decision Reference DRN-3648357
12 Oct 2022 CB Payments Ltd Not upheldBanking and PaymentsDRN-3648357 The complaint Mr A is unhappy that CB Payments Ltd won’t refund money he was tricked into transferring to a fraudster. What happened Mr A fell victim to an investment scam. As part of the scam he opened both an electronic money account provided by CB Payments and a cryptocurren... (3 pages)View decision -
Decision Reference DRN9215156
10 Mar 2020 UK Insurance Limited UpheldInsurance (excluding PPI)Mr K has complained about U K Insurance Limited’s (UKI) handling of a claim on his motor insurance policy.It was Mr K’s company, rather than Mr K himself, that leased the insured car. But it was Mr K who insured the car personally, so for ease I’ll refer to Mr K as being the leaseholder.Re... (7 pages)View decision