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-6108487
1 Apr 2026 MONZO BANK LIMITED UpheldBanking and PaymentsDRN-6108487 The complaint Mr O complains Monzo Bank Ltd didn’t intervene when he started spending compulsively. What happened Mr O had a downturn in his mental health, and having not gambled for some considerable time, he began to spend compulsively on his Monzo account. Mr O deposit... (3 pages)View decision -
Decision Reference DRN-6181639
1 Apr 2026 Barclays Bank UK PLC Not upheldConsumer CreditDRN-6181639 The complaint Mr B complains that Barclays Bank UK PLC ( “Barclays”) irresponsibly provided him with four personal loans from July 2024 onwards which he couldn’t afford. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again... (3 pages)View decision -
Decision Reference DRN-6266616
1 Apr 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6266616 The complaint Mr A complains that Lloyds Bank PLC (‘Lloyds’) allowed a business bank account to be opened which he believes was used as part of an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well-known to both parties. So, I don... (4 pages)View decision -
Decision Reference DRN-6184398
31 Mar 2026 AUTOTRADER LEASING LIMITED Not upheldConsumer CreditDRN-6184398 The complaint Mr A has complained about delays by Autotrader Leasing Limited, trading as Vanarama (“Autotrader”), in dealing with his car finance application, and the addition of a hard search on his credit file for an application that was declined. What happened Mr A appli... (2 pages)View decision -
Decision Reference DRN-6225144
31 Mar 2026 Tesla Financial Services Limited Not upheldConsumer CreditDRN-6225144 The complaint Mr O is unhappy with how Tesla Financial Services Limited (Tesla) dealt with a number of traffic offences that occurred during the period of hire of a car. When I refer to what Mr O has said and what Tesla have said, it should also be taken to include things s... (4 pages)View decision -
Decision Reference DRN-6257813
31 Mar 2026 Oodle Financial Services Limited Not upheldConsumer CreditDRN-6257813 The complaint Mr L is unhappy that a vehicle supplied to him under a hire purchase agreement with Oodle Financial Services Limited t/a Oodle Car Finance (Oodle) was mis sold. When I refer to what Mr L has said and what Oodle have said, it should also be taken to include thi... (7 pages)View decision -
Decision Reference DRN-6266571
31 Mar 2026 AXA PPP Healthcare Limited UpheldInsuranceDRN-6266571 The complaint Ms G complains that AXA PPP Healthcare Limited trading as AXA PPP healthcare (‘AXA’) has unfairly reused a claim she made under her private medical insurance policy. To resolve her complaint, Ms G wants AXA to honour her claim or otherwise clearly explain why ... (5 pages)View decision -
Decision Reference DRN-5993698
31 Mar 2026 U K Insurance Limited Not upheldInsuranceDRN-5993698 The complaint Mr P has complained about the way U K Insurance Limited (“UKI”) handled a claim he made under his home insurance policy. What happened Mr P made a claim under his policy with UKI after noticing water damage at his property. UKI sent its loss adjusters to assess... (2 pages)View decision -
Decision Reference DRN-6219167
31 Mar 2026 Ald Automotive Limited UpheldConsumer CreditDRN-6219167 The complaint Mr H has complained that Ald Automotive Limited, trading as Lombard Vehicle Solutions (“Ald”) didn’t refund payments made on his car finance agreement after it had been settled. What happened Mr H acquired a new Audi in November 2022, using a credit sale agree... (2 pages)View decision -
Decision Reference DRN-6266554
31 Mar 2026 Quai Investment Services Limited UpheldPensions and AnnuitiesDRN-6266554 The complaint Mrs C complains that she sought to transfer monies from her existing self-invested personal pension (‘SIPP’) to a new pension provider and Quai Investment Services Limited (‘Quai’) caused delays in that process. Mrs C complains she’s suffered a loss as a result... (9 pages)View decision