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 382298 results
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Decision Reference DRN-5626949
16 Jun 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5626949 The complaint Miss W is unhappy that PayPal UK Ltd closed her PayPal Credit account and with the service she received surrounding this. What happened Miss W opened a standard PayPal account in June 2019 and later opened PayPal Credit account, which was linked to her standard... (5 pages)View decision -
Decision Reference DRN-4976692
16 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4976692 The complaint Miss T complains that Monzo Bank Limited (Monzo) declined to refund fraudulent transactions, and that it later proceeded to close her account. What happened On 23 March 2024, Miss T used an online website called ‘FlightSharp’, who she believed to be legitimate... (3 pages)View decision -
Decision Reference DRN-5611998
16 Jun 2025 Alan Boswell Insurance Brokers Limited UpheldPensions and AnnuitiesDRN-5611998 The complaint Mr D complains about advice given by Alan Boswell Insurance Brokers Limited (ABIBL) to transfer benefits from a defined benefits (DB) occupational pension scheme to a section 32 policy. Mr D says the advice was unsuitable and has caused him a financial loss. W... (9 pages)View decision -
Decision Reference DRN-5259321
16 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5259321 The complaint Mr H has complained about Santander UK Plc’s (Santander’s) new mobile banking app, as it causes him difficulties and isn’t suitable for his needs. What happened In early 2024 Santander migrated customers to their new mobile banking app. Mr H is neurodiverg... (2 pages)View decision -
Decision Reference DRN-5071576
16 Jun 2025 Black Horse Limited Not upheldConsumer CreditDRN-5071576 The complaint Mr F complains about the settlement offered to him by Black Horse Limited (“BHL”) when it agreed he could return the car he acquired financed by a hire purchase agreement, due to the vehicle being of unsatisfactory quality. What happened Mr F acquired a car fin... (2 pages)View decision -
Decision Reference DRN-5626721
16 Jun 2025 Culligan Water Limited UpheldConsumer CreditDRN-5626721 The complaint Mr B complains Culligan Water Limited (Culligan) treated him unfairly because they delayed telling him he hadn’t passed their credit checks. What happened In early June 2024, Mr B wanted to get a water system for his home. But after signing the hire agreement a... (2 pages)View decision -
Decision Reference DRN-5621222
16 Jun 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5621222 The complaint Mr W complains about a car supplied to him using a conditional sale agreement taken out with Moneybarn No. 1 Limited (“Moneybarn”). What happened In July 2022, Mr W acquired a used car using a conditional sale agreement with Moneybarn. The car was over ten yea... (5 pages)View decision -
Decision Reference DRN-5579129
16 Jun 2025 Herts Insurance Consultants Ltd Not upheldInsuranceDRN-5579129 The complaint Miss G complains that Herts Insurance Consultants Ltd cancelled her motor insurance policy. Miss G is represented in this matter by Mr G, her father. She wants Herts to cover the costs of her new cover. What happened Herts told Miss G that her telematics black... (3 pages)View decision -
Decision Reference DRN-5626605
16 Jun 2025 One Insurance Limited UpheldInsuranceDRN-5626605 The complaint Mr and Mrs S have complained that One Insurance Limited unfairly declined a claim under Mrs S’s home emergency insurance policy. What happened Mrs S bought a home emergency policy underwritten by One Insurance. The policy covered emergency repairs costing up t... (4 pages)View decision -
Decision Reference DRN-5544912
16 Jun 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5544912 The complaint Mrs O complains that Royal & Sun Alliance Insurance Limited have delayed in dealing with her claim and provided poor service following an escape of water. What happened Mrs O held buildings and contents insurance with RSA. In October 2023 she made a claim... (4 pages)View decision
