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 381082 results
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Decision Reference DRN-5632942
19 Jun 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5632942 The complaint Mr P is unhappy that Motability Operations Limited trading as Motability (MOL) terminated his contract after the car supplied to him under a hire agreement was seized by the police. What happened In November 2023 Mr P was supplied with a new car through a hire ... (4 pages)View decision -
Decision Reference DRN-5318903
19 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5318903 The complaint Mr R is unhappy Santander UK Plc won’t reimburse him for the money he lost when he fell victim to a scam. Mr R is represented in this complaint by a solicitor, for simplicity I will refer to Mr R throughout this decision, even when referencing what his represe... (4 pages)View decision -
Decision Reference DRN-5625769
19 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsThe complaint Mr P complains that Monzo Bank Ltd didn’t do enough to help him recover the money he lost when he was overcharged by a merchant abroad. What happened Mr P arrived abroad and picked up a taxi at the airport. He needed to make a short journey of around 12 miles and was expectin... (6 pages)View decision -
Decision Reference DRN-5069847
19 Jun 2025 Access Financial Services Limited UpheldInsuranceThe complaint Mr H complains Access Financial Services Limited (“AFS”), his home insurance broker, misrepresented information to an insurer which led to him suffering a significant financial loss when the policy was voided by the insurer following a claim for an escape of water. What happe... (4 pages)View decision -
Decision Reference DRN-5256947
19 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5256947 The complaint Mr L complains that Bank of Scotland trading as Halifax failed to prevent him losing his money to unknown third parties. Mr L is being represented by a claims management company, but for ease, I’ll only refer to Mr L in my decision. What happened The detailed... (4 pages)View decision -
Decision Reference DRN-5601686
19 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5601686 The complaint Mr M complains about the service Inter Partner Assistance SA (IPA) provided when he claimed on his motor breakdown assistance policy. Mr M says that because of IPA’s actions he was left without a car for an extended period. Reference to IPA below includes its p... (5 pages)View decision -
Decision Reference DRN-5622473
19 Jun 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5622473 The complaint Mr M’s complaint is, in essence, that Barclays Bank UK PLC trading as Barclaycard (‘Barclaycard’) acted unfairly and unreasonably by (1) deciding against paying a claim under Section 75 of the CCA and (2) being party to an unfair credit relationship with him un... (9 pages)View decision -
Decision Reference DRN-5251808
19 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5251808 The complaint Mr S complains Monzo Bank Ltd (‘Monzo’), hasn’t reimbursed him following an authorised push payment (‘APP’) investment scam he fell victim to. He says Monzo should reimburse him for the money he lost. What happened As both parties are familiar with the circums... (6 pages)View decision -
Decision Reference DRN-5522884
19 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5522884 The complaint Mr M complains that AMERICAN EXPRESS SERVICES LIMITED (the “Lender”) has not honoured a liability he says arises out of his claim made under section 75 of the Consumer Credit Act 1974 (the “CCA”). What happened In 2018, Mr M was contacted by a someone from a ma... (6 pages)View decision -
Decision Reference DRN-5602109
19 Jun 2025 Covea Insurance plc UpheldInsuranceDRN-5602109 The complaint Mr S complains that Covea Insurance plc (Covea) declined his claim and avoided his motor insurance policy following the theft of his car. What happened In November 2023 Mr S renewed his motor insurance policy via a third-party who I shall refer to as A. For th... (5 pages)View decision
