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 400694 results
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Decision Reference DRN-6148487
1 Apr 2026 MBNA Limited Not upheldBanking and PaymentsDRN-6148487 The complaint Mrs H complains that MBNA Limited provided her with unaffordable credit cards. What happened MBNA provided Mrs H with two credit cards on the terms I’ve set out in the table below: Account Date Event details Credit limit Ending 7475 March 2016 Original credit ... (5 pages)View decision -
Decision Reference DRN-5958647
1 Apr 2026 HDI Global Specialty SE Not upheldInsuranceDRN-5958647 The complaint Mr H complains about HDI Global Specialty SE increasing the price of his pet insurance policy premium. My references to HDI include its agents. What happened Mr H complained that HDI increased the price of his pet insurance from £50 to £54.99 when he changed hi... (2 pages)View decision -
Decision Reference DRN-6209857
1 Apr 2026 U K Insurance Limited UpheldInsuranceDRN-6209857 The complaint Mrs E and Mr N complain about the settlement U K Insurance Limited trading as Direct Line (“UKI”) offered for their home insurance claim. UKI is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As UKI h... (4 pages)View decision -
Decision Reference DRN-5995138
1 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-5995138 The complaint Mr T says Monzo Bank Limited (“Monzo”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened Mr T says several transactions made on his account between 20 and 23 June 2025 were unauthorised. The transactions in questio... (2 pages)View decision -
Decision Reference DRN-6075442
1 Apr 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-6075442 The complaint Mr S complained that as part of a promotional offer, J.P. Morgan Europe Limited trading as Chase required him to open a new Savings account to receive an enhanced interest rate. What happened Chase sent Mr S an email with a new offer for the savings account “Ch... (3 pages)View decision -
Decision Reference DRN-6224636
1 Apr 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6224636 The complaint Mr R complains Clydesdale Bank Plc trading as Virgin Money didn’t support him or show understanding or empathy when he attempted to notify it of a loss and bereavement. He also complains Virgin Money’s complaint handler failed to show respect and compassion. Wh... (2 pages)View decision -
Decision Reference DRN-5846229
1 Apr 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-5846229 The complaint A limited company, which I will call M, has complained about the handling of a claim under its motor fleet policy with AXA Insurance UK Plc Mr P, as director of M, has brought the complaint on its behalf. What happened At end September 2024, one of M’s employee... (3 pages)View decision -
Decision Reference DRN-6210552
1 Apr 2026 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-6210552 The complaint Miss C entered into a conditional sale agreement with Vauxhall Finance - now Stellantis Financial Services UK Limited (Stellantis) - in September 2021 to acquire a car. She complains that the lending was irresponsible. What happened Miss C entered into a condit... (3 pages)View decision -
Decision Reference DRN-6240793
1 Apr 2026 East End Fair Finance Limited UpheldConsumer CreditDRN-6240793 The complaint East End Fair Finance Limited trading as Fair Finance provided Mr M with a £500 loan, with a 12-month term, in February 2025. The monthly repayments were £72.87. Mr M says the loan was provided irresponsibly. What happened The details of this complaint are wel... (2 pages)View decision -
Decision Reference DRN-6075545
1 Apr 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-6075545 The complaint Mr A complains Vanquis Bank Limited (‘V’) defaulted him. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with minimum formality. Mr A took out ... (3 pages)View decision