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-5807531
25 Sep 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5807531 The complaint Miss M complains that Volkswagen Financial Services (UK) Limited trading as Skoda Financial Services terminated her agreement without warning. What happened In November 2002 Miss M was supplied with a car and entered into a finance agreement with Skoda Financia... (2 pages)View decision -
Decision Reference DRN-5813429
25 Sep 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5813429 The complaint Miss T complains that Zurich Assurance Ltd unfairly terminated a claim she had made under her employer’s group income protection scheme. What happened Mrs F is represented by her sister, Miss T in bringing her complaint. The background is known to both partie... (7 pages)View decision -
Decision Reference DRN-5747587
25 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5747587 The complaint Mr H complains about Santander UK Plc. He says that Santander didn’t do enough to protect him when he fell victim to a scam and would like it to refund him the money he has lost. What happened Mr H unfortunately fell victim to a scam and made payments totalling... (3 pages)View decision -
Decision Reference DRN-5822660
25 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5822660 The complaint X complains that Monzo Bank Ltd (‘Monzo’) registered a Cifas marker against him without due cause. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of what happened here. But, in summary, in Oc... (2 pages)View decision -
Decision Reference DRN-5743399
25 Sep 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5743399 The complaint Mrs T feels she was misrepresented a car financed using a hire purchase agreement from BMW Financial Services(GB) Limited trading as Alphera Financial Services. What happened In November 2023 Mrs T entered into a hire purchase agreement with BMW for a used car.... (3 pages)View decision -
Decision Reference DRN-5608745
25 Sep 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5608745 The complaint Mr M complains INTACT INSURANCE UK LIMITED unfairly declined a claim for theft of tools under a business protection insurance policy. What happened The details of the complaint are well known to both parties, so I won’t repeat them in detail again here. Instead... (2 pages)View decision -
Decision Reference DRN-5375300
25 Sep 2025 Hutchison 3G UK Limited UpheldConsumer CreditDRN-5375300 The complaint Mr S has complained about the way Hutchison 3G UK Limited trading as Three administered a fixed sum loan agreement he’d taken out to buy a device. What happened The circumstances of the complaint are well known to the parties so I’m not going to go over everyt... (4 pages)View decision -
Decision Reference DRN-5783711
25 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5783711 The complaint Miss J complained that Nationwide Building Society (‘Nationwide’) failed to action her request to downgrade her fee-paying bank account. What happened Miss J had a bank account with Nationwide for many years. She said she upgraded to a FlexPlus packaged bank a... (3 pages)View decision -
Decision Reference DRN-5667018
25 Sep 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5667018 The complaint Mr B on behalf of a limited company, which I will call ‘E’, complains that Royal Bank of Scotland (‘RBS’) have declined to refund a payment he made to one of their customers, which he says he made as a result of a scam. What happened The circumstances of this c... (4 pages)View decision -
Decision Reference DRN-5393751
25 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5393751 The complaint Mr W complains that Revolut Ltd won’t refund money he lost when he fell victim to a job scam. What happened The detailed background to this complaint is well-known to the parties, so I won’t repeat it here again. Instead, I’ll provide an overview and focus on ... (4 pages)View decision