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 392389 results
-
Decision Reference DRN-5926970
13 Nov 2025 Alphabet (GB) Ltd UpheldConsumer CreditDRN-5926970 The complaint Mr W complains that a car he took from Alphabet (GB) Ltd was not of satisfactory quality. He says that Alphabet should have agreed to its return and compensated him accordingly. What happened In February 2024 Mr W and Alphabet entered into a three-year personal... (4 pages)View decision -
Decision Reference DRN-5848029
13 Nov 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5848029 The complaint Mr W complains about the quality of a car supplied to him by Santander Consumer (UK) Plc trading as MG Motor Financial Services (“Santander”). What happened Mr W entered into a conditional sale agreement with Santander in September 2024 for the supply of a new ... (3 pages)View decision -
Decision Reference DRN-5947783
13 Nov 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5947783 The complaint Mr H complains that Telefonica UK Limited, trading as O2 (‘O2’), didn’t check he could afford the repayments to seven fixed sum loan agreements he took out with them. What happened In November 2018, Mr H took out the first of seven fixed sum loan agreements wi... (4 pages)View decision -
Decision Reference DRN-5882926
13 Nov 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5882926 The complaint Mrs H has complained that Aviva Life & Pensions UK Limited has declined a critical illness claim. What happened The background to this complaint is well known to the parties. In summary in June 2023 Mrs H applied for a decreasing term life and critical illn... (3 pages)View decision -
Decision Reference DRN-5718374
13 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5718374 The complaint Mr M complains that Monzo Bank Ltd returned a payment his employer made into his account after it closed. What happened Mr M had an account with Monzo. In November 2024, Monzo decided to close Mr M’s account – and blocked the account with immediate effect. A fe... (2 pages)View decision -
Decision Reference DRN-5583715
13 Nov 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5583715 The complaint Mr G has complained that Wise Payments Limited (Wise’), refused to refund money he lost when he fell victim to a scam. Mr G’s complaint is brought to us through a representative but for ease I will refer to their comments as Mr G’s. What happened Mr G has had... (5 pages)View decision -
Decision Reference DRN-5873872
13 Nov 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5873872 The complaint Miss R’s complained – on her own behalf and on behalf of the late Mrs R’s estate – that Lloyds Bank General Insurance Limited haven’t dealt fairly with the subsidence claim made on their property insurance policy. What happened The history of this complaint is ... (5 pages)View decision -
Decision Reference DRN-5915568
13 Nov 2025 Saxo Capital Markets UK Ltd Not upheldInvestmentsDRN-5915568 The complaint S complains Saxo Capital Markets UK Ltd (trading as Saxo) acted without consent or authorisation when selling shares it owned and by closing its dealing account. It says this has resulted in losses, which Saxo are responsible for. Mr S is representing S. What... (7 pages)View decision -
Decision Reference DRN-5845534
13 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5845534 The complaint Mrs S complains about the credit limit increases that were applied to her credit card account with NewDay Limited as she says that she has a low credit score and is struggling to pay her debts due to the interest that has been added to her account. What happene... (4 pages)View decision -
Decision Reference DRN-5947880
13 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5947880 The complaint Mr L complains about Santander UK Plc not providing him with a refund when he became the victim of an impersonation and safe account scam. He also complains about their service. What happened On 6 November 2024, Mr L received a text from a well-known parcel de... (7 pages)View decision