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 393318 results
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Decision Reference DRN-5779395
29 Sep 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5779395 The complaint Mr H complains that a car he acquired through a hire purchase agreement with Volkswagen Financial Services (UK) Limited (‘VW’) was of unsatisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will briefl... (3 pages)View decision -
Decision Reference DRN-5726227
29 Sep 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5726227 The complaint Miss W complains that Advantage Insurance Company Limited (“Advantage”) declined her claim under her car insurance policy and then sold her car without her knowledge. What happened Miss W had a motor insurance policy with Advantage covering her car. In April 20... (3 pages)View decision -
Decision Reference DRN-5529111
29 Sep 2025 Santander UK Plc Not upheldMortgagesDRN-5529111 The complaint Miss B is unhappy with the way that Santander UK Plc has handled her mortgage account when it took possession of her property. She also complains about a county court judgement (CCJ) that Santander have registered against her. What happened Miss B had a mortgag... (4 pages)View decision -
Decision Reference DRN-5775442
29 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5775442 The complaint Mr K on behalf of a limited company which I will refer to as ‘K’ complains that Monzo Bank Ltd declined to refund it £25,000 which he says it lost as a result of a scam. What happened The circumstances of this complaint are well known to both parties so I will ... (5 pages)View decision -
Decision Reference DRN-5831849
29 Sep 2025 Bank of London and The Middle East plc UpheldBanking and PaymentsDRN-5831849 The complaint Mrs B complains Bank of London and The Middle East plc trading as Nomo Bank (“Nomo”) won’t refund transactions debited from her account which she says she did not make or authorise. What happened Mrs B contacted Nomo in May 2024 to dispute eight payments from ... (4 pages)View decision -
Decision Reference DRN-5365028
29 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5365028 The complaint Miss L complains that Lloyds Bank Plc trading as Lloyds Bank didn’t do enough to prevent her from losing money to a scam. Miss L has used a representative to help with her complaint. But, for ease of reading, I’ll mostly just refer to Miss L herself where I al... (3 pages)View decision -
Decision Reference DRN-5713076
29 Sep 2025 Bank of Scotland Plc Not upheldInvestmentsDRN-5713076 The complaint X is represented by R (holder of a Lasting Power of Attorney/’LPA’ for X). R is also, separately, the executor of an estate from which a Stocks & Shares Individual Savings Account – the ‘estate ISA’ – was bequeathed to X. The estate ISA was/is held with Ban... (7 pages)View decision -
Decision Reference DRN-5802471
29 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5802471 The complaint Ms C is unhappy with the way HSBC UK Bank Plc dealt with a claim for money back for a washer dryer she bought using her credit card. What happened Ms C bought a washer dryer (“dryer”) from an online retailer I’ll call O in June 2024. She paid around £550 inclu... (4 pages)View decision -
Decision Reference DRN-5765636
29 Sep 2025 Rock Insurance Services Limited Not upheldInsuranceDRN-5765636 The complaint Mr K complains about how Rock Insurance Services Limited dealt with his instruction to cancel his travel insurance policy. Reference to Rock includes its agents. What happened In summary, on 26 April 2025, Mr K took out a single trip travel insurance policy fo... (2 pages)View decision -
Decision Reference DRN-5715293
29 Sep 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5715293 The complaint Mr R complains that RCI Financial Services Limited trading as Mobilize Financial Services (Mobilize) lent to him irresponsibly. What happened In August 2018, Mr R entered into a finance agreement with Mobilize as shown below, to buy a car. After a change in ci... (3 pages)View decision