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 392389 results
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Decision Reference DRN-5403098
17 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5403098 The complaint Mr M says Monzo Bank Ltd (“Monzo”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Mr M says he was awa... (2 pages)View decision -
Decision Reference DRN-5441040
17 Sep 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-5441040 The complaint Miss A complains about the actions taken by Lex Autolease Ltd (LA) in relation to a hire agreement. As a note, I can see from Miss A’s testimony that the complaint events have had a huge affect on her mental health, I’ve kept this in mind whilst reviewing the c... (4 pages)View decision -
Decision Reference DRN-5735080
17 Sep 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5735080 The complaint Miss A says Loans 2 Go Limited irresponsibly lent to her. What happened Ms A took out a 24-month instalment loan for £1,600 over 24 months on 16 January 2025. The monthly repayments were £215.47 and the total repayable was £5,171.28. Miss A says she didn’t have... (3 pages)View decision -
Decision Reference DRN-5823678
17 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5823678 The complaint Mr R’s complaint is, in essence, that Mitsubishi HC Capital UK PLC, trading as Novuna Consumer Finance, (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 197... (3 pages)View decision -
Decision Reference DRN-5824346
17 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5824346 The complaint Mrs B is unhappy with the valuation for her car offered by U K Insurance Limited trading as Churchill (UKI) following a claim she made on her car insurance policy. What happened Mrs B says, following an accident, her car was written off. Mrs B wasn’t happy wit... (3 pages)View decision -
Decision Reference DRN-5477581
17 Sep 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5477581 The complaint Mr H complains that Aviva Life & Pensions UK Limited unilaterally changed the investments within his pension without his consent and without informing him. He says he’s suffered financial loss as a result. What happened Mr H had a group personal pension po... (7 pages)View decision -
Decision Reference DRN-5597788
17 Sep 2025 Vitality Life Limited Not upheldInsuranceDRN-5597788 The complaint Mr C complains that Vitality Life Limited declined a claim on his joint life and serious illness policy. Throughout the claim and complaint process, Mr C has had a representative helping him. In this decision, any reference to Mr C includes the actions and comm... (4 pages)View decision -
Decision Reference DRN-5480923
17 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5480923 The complaint Mr G complains that Starling Bank Limited (‘Starling’) hasn’t reimbursed him in full after he fell victim to a scam. What happened I’ll briefly summarise the facts of the case. Mr G says that on 26 July 2024 he received a call from an unknown number from someon... (3 pages)View decision -
Decision Reference DRN-5818753
17 Sep 2025 Plata Finance Limited UpheldConsumer CreditDRN-5818753 The complaint Miss T complains that Plata Finance Limited was irresponsible in its lending to her. She wants all interest and charges removed so she is only liable for the amount she borrowed. She also wants compensation. What happened Miss T was provided with an £18,000 loa... (5 pages)View decision -
Decision Reference DRN-5617857
17 Sep 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5617857 The complaint Ms K complains that Ageas Insurance Limited unfairly increased her motor insurance premium. Ms K’s policy was sold and is administered by a third-party company on Ageas’ behalf and all of her correspondence has been with this company. However, Ageas is the poli... (2 pages)View decision