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 369228 results
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Decision Reference DRN-5307893
16 Jun 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5307893 The complaint Mr E complains that BMW Financial Services (GB) Limited (“BMWFS”) unfairly terminated his personal contract purchase agreement. What happened Mr E acquired a car under a 48-month personal contract purchase agreement (PCP) which is a type of hire purchase agreem... (3 pages)View decision -
Decision Reference DRN-5582758
16 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5582758 The complaint Mr S complains that Monzo Bank Ltd sent him notifications on his app when he had requested to opt out of receiving marketing notifications. What happened In February 2025, having been in contact with Monzo over a particular issue which was resolved, Mr S receiv... (2 pages)View decision -
Decision Reference DRN-5562154
16 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5562154 The complaint Mrs N has complained that UK Insurance Limited (UKI) avoided (treated it as if it never existed) her motor insurance policy and refused to pay her claim. Mrs N is represented in this matter by her husband, Mr C, a named driver on her policies. What happened Mr... (3 pages)View decision -
Decision Reference DRN-5626259
16 Jun 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5626259 The complaint Mr D complains Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“AFS”) over charged him when he settled his hire purchase agreement early. What happened In October 2023 Mr D acquired a car financed through a hire purchase agreement... (3 pages)View decision -
Decision Reference DRN-5626034
16 Jun 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5626034 The complaint Mr M complains about the quality of a car he acquired under a conditional sale agreement with Moneybarn No. 1 Limited (Moneybarn). When I refer to what Mr M has said and what Moneybarn have said, it should also be taken to include things said on their behalf. ... (7 pages)View decision -
Decision Reference DRN-5102668
16 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5102668 The complaint Miss R complains that Revolut Limited (“Revolut”) won’t refund the money she lost when she fell victim to a cryptocurrency investment scam. What happened The key facts of this case are well known to both parties, so I’ll only summarise the key points again here... (4 pages)View decision -
Decision Reference DRN-5399421
16 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5399421 The complaint Mr H complains that U K Insurance Limited declined his claim and cancelled his motor insurance policy. He wants it to either repair or write off his car. What happened Mr H’s car was damaged whilst he was in a garage. Mr H said he was stationary at the time an... (2 pages)View decision -
Decision Reference DRN-4481807
16 Jun 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4481807 The complaint Mr and Mrs C’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Background to the complaint Mr and Mrs C were existing members of a timeshare they... (10 pages)View decision -
Decision Reference DRN-4972878
16 Jun 2025 Scottish Widows Limited Not upheldInvestmentsDRN-4972878 The complaint The estate of the late Mrs T complains that Scottish Widows Limited mismanaged an investment bond which resulted in poor performance. The complaint is brought by the estate’s executor who I’ll refer to as “Mr T”. Mr T says he wants Scottish Widows to take resp... (3 pages)View decision -
Decision Reference DRN-4433372
16 Jun 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditThe complaint Mr S’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Although the purchase in question was bought in the joint names of Mr and Mrs S, the associated cred... (13 pages)View decision
