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-5211759
12 Sep 2025 Idealing.com Limited UpheldInvestmentsDRN-5211759 The complaint Mr L has complained about the charges he has incurred on his account with iDealing.com Limited (iDealing’) when raising a payment and for retaining a shareholding of a company liquidation on his ISA account. What happened In April 2024 Mr L requested a transfe... (3 pages)View decision -
Decision Reference DRN-5253357
12 Sep 2025 Countrywide Assured Plc UpheldPensions and AnnuitiesDRN-5253357 The complaint Mr M’s complaint is about protected tax free cash (PTFC) quotations he received from Countrywide Assured plc (Countrywide). What happened Mr M contacted Countrywide in January 2024. Countrywide provided a PTFC quotation on 18 January 2024. It was £105,878.34, ... (4 pages)View decision -
Decision Reference DRN-5811203
12 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5811203 The complaint Miss M complains Monzo Bank Ltd recorded a marker against her at Cifas, a national fraud database and closed her account. She doesn’t think it’s treated her fairly. What happened I issued a provisional decision on this case, explaining why I didn’t intend to u... (4 pages)View decision -
Decision Reference DRN-5704591
12 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5704591 The complaint The estate of the late Mrs E complains Barclays Bank UK PLC won’t refund transactions made from Mrs E’s account which the estate says she didn’t make or authorise. The estate is represented by Mrs B, Mrs E’s granddaughter. What happened Following Mrs E’s deat... (4 pages)View decision -
Decision Reference DRN-5528187
12 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5528187 The complaint Mr T complains Monzo Bank Ltd (‘Monzo’) hasn’t reimbursed him after he fell victim to a cryptocurrency investment scam. Mr T’s complaint is brought through professional representatives. But for ease I’ll refer to Mr T throughout this decision. What happened B... (3 pages)View decision -
Decision Reference DRN-5669861
12 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5669861 The complaint Ms P complains about how Aviva Insurance Limited handled a claim she made on her motor insurance policy. Reference to Aviva includes its agents. What happened Ms P held a motor insurance policy with Aviva. When her car was damaged in an accident she made a clai... (3 pages)View decision -
Decision Reference DRN-5564278
12 Sep 2025 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-5564278 The complaint Mr S complains that Secure Trust Bank Public Limited Company trading as Moneyway lent to him irresponsibly. What happened Mr S took a hire purchase agreement (HP) with Moneyway to acquire a used car. It was agreed on the following terms: Date Cost of car Amoun... (3 pages)View decision -
Decision Reference DRN-5504003
12 Sep 2025 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-5504003 The complaint Miss T complains that Hyundai Capital UK Limited trading as Kia Finance provided her with three unaffordable fixed sum loan agreements to purchase vehicles. Miss T’s complaint has been brought by a professional representative, but for ease I’ve referred to all... (4 pages)View decision -
Decision Reference DRN-5813829
12 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5813829 The complaint Mr B complains that Barclays Bank UK PLC trading as Tesco Bank irresponsibly lent to him. Mr B is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being m... (3 pages)View decision -
Decision Reference DRN-5809903
12 Sep 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5809903 The complaint Ms P complains that Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“AFS”) wouldn’t allow her to amend a hire purchase agreement to a new car. What happened The parties are familiar with the background of this complaint so I will... (3 pages)View decision