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 373834 results
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Decision Reference DRN-5206837
26 Aug 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5206837 The complaint Mrs S complains that AmTrust Specialty Limited refused to provide her with subsidence cover under her home insurance policy. Mrs S is represented by solicitors in this complaint. For ease, I’ll refer to anything said by her representatives as being said by Mrs ... (2 pages)View decision -
Decision Reference DRN-5447164
26 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5447164 The complaint Mr N has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr N found his account with Monzo had been closed and that Monzo had lodged a fraud- related marker on his record with CIFAS. This... (2 pages)View decision -
Decision Reference DRN-5326561
26 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5326561 The complaint A company, I’ll refer to as L, complains that Revolut Ltd won’t refund disputed transactions made from their account. Mr K, who is a director of L, brings the complaint on L’s behalf. What happened On 28 August 2024 two transactions totalling just over £2,800 w... (2 pages)View decision -
Decision Reference DRN-5479340
26 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5479340 The complaint Mr Q complains that Barclays Bank UK PLC did not close his account when he asked it to do so in 2021. He says too that funds in the account were not returned to him. He also complains that compensation agreed on an unrelated case was not paid to him. What happe... (2 pages)View decision -
Decision Reference DRN-5514973
26 Aug 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5514973 The complaint Mr H is unhappy that a car supplied to him under a Personal Contract Plan (a type of hire purchase agreement) with Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (‘MBFS’) was misrepresented. What happened The complaint circumstanc... (3 pages)View decision -
Decision Reference DRN-5181826
26 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5181826 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) is holding him liable for a transaction for £2,203.99 which he says he didn’t authorise. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summ... (2 pages)View decision -
Decision Reference DRN-5236110
26 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5236110 The complaint Mr I complains that Monzo Bank Ltd (Monzo) delayed looking into his concerns relating to a compromise to his accounts when his phone and bank card was stolen. He feels Monzo should pay further compensation. What happened In the early hours of 8 August 2024 whi... (3 pages)View decision -
Decision Reference DRN-5275188
26 Aug 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5275188 The complaint Miss B complains that a car acquired under a hire purchase agreement with CA AUTO FINANCE UK LTD (CA AUTO) wasn’t of satisfactory quality. What happened In September 2024 Miss B was supplied with a used car through a hire purchase agreement with CA AUTO. The ca... (3 pages)View decision -
Decision Reference DRN-5346699
26 Aug 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5346699 The complaint Miss A complains that a car that was supplied to her under a hire purchase agreement with Startline Motor Finance Limited wasn’t of satisfactory quality. She’s being helped with her complaint by her mother. What happened A used car was supplied to Miss A under ... (3 pages)View decision -
Decision Reference DRN-5314848
26 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5314848 The complaint Mr N, who is represented, complains that Barclays Bank UK PLC won’t reimburse him his loss after he was a victim of fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In November 202... (3 pages)View decision
