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 401363 results
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Decision Reference DRN-6014768
11 Dec 2025 Inter Partner Assistance SA UpheldInsuranceDRN-6014768 The complaint Miss E and Mr L complain that Inter Partner Assistance SA (‘IPA’) delayed paying medical bills following a claim under their travel insurance policy. All references to IPA include the agents appointed to handle claims and complaints on its behalf. What happened... (2 pages)View decision -
Decision Reference DRN-5931993
11 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5931993 The complaint Mr B complains about Admiral Insurance (Gibraltar) Limited’s handling of his telematics motor insurance policy. What happened The circumstances of this complaint are well known to both parties, but in summary, Mr B arranged a telematics motor insurance policy, ... (3 pages)View decision -
Decision Reference DRN-5996299
11 Dec 2025 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-5996299 The complaint Ms O complains that a car she acquired with finance from Hyundai Capital UK Limited (‘Hyundai’) wasn’t of satisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It refl... (2 pages)View decision -
Decision Reference DRN-6004949
11 Dec 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-6004949 The complaint Miss L complains about the cancellation of her motor insurance policy by Watford Insurance Company Europe Limited (Watford). Her policy was cancelled after she passed her driving test, and her provisional licence became a full driving licence. Watford said they... (5 pages)View decision -
Decision Reference DRN-5986136
11 Dec 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5986136 The complaint Mr B complains about a motor finance agreement he had with Marsh Finance Limited (MFL). Mr B is unhappy that the vehicle related to the motor finance agreement was not of satisfactory quality when it was supplied to him. What happened In April 2023Mr B entered ... (2 pages)View decision -
Decision Reference DRN-5804186
11 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5804186 Complaint Mr A is unhappy that Barclays Bank UK PLC didn’t reimburse him after he reported falling victim to a scam. Mr A has brought this complaint with the assistance of professional representatives. For simplicity’s sake, I’ve generally referred to Mr A in the text of the... (2 pages)View decision -
Decision Reference DRN-5910220
11 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5910220 The complaint Mrs S complains that Santander UK Plc (Santander”) failed to refund money that Mrs S lost as part of a scam. What happened Mrs S was contacted by a person who said that Mrs S could earn money by working for a company that I will call B. Mrs S was told that she... (3 pages)View decision -
Decision Reference DRN-5910269
11 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5910269 The complaint Mrs S complains that Monzo Bank Ltd (Monzo”) failed to refund money that Mrs S lost as part of a scam. What happened Mrs S was contacted by a person who said that Mrs S could earn money by working for a company that I will call B. Mrs S was told that she would ... (3 pages)View decision -
Decision Reference DRN-5910246
11 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5910246 The complaint Mrs S complains that Barclays Bank UK PLC (“Barclays”) failed to refund money that Mrs S lost as part of a scam. What happened Mrs S was contacted by a person who said that Mrs S could earn money by working for a company that I will call B. Mrs S was told that... (3 pages)View decision -
Decision Reference DRN-6015688
11 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6015688 The complaint Mrs H’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidin... (12 pages)View decision