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-5096795
11 Sep 2025 StoneX Financial Ltd Not upheldInvestmentsDRN-5096795 The complaint Mr R complains about how StoneX Financial Ltd (StoneX) closed his spread bet positions following a margin call. His complaint is brought by his representative. What happened Mr R had been trading Silver spread bets on his trading account with StoneX. On 13 Oc... (3 pages)View decision -
Decision Reference DRN-5382607
11 Sep 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5382607 The complaint Mr L complains that a car supplied to him under a personal contract purchase (PCP) agreement with CA AUTO FINANCE UK LTD trading as CA Auto Finance UK was of an unsatisfactory quality. Reference to Mr L and CA includes their representatives. What happened In O... (5 pages)View decision -
Decision Reference DRN-5740552
11 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5740552 The complaint Mr B has complained Monzo Bank Ltd won’t refund him for transactions that he didn’t authorise. What happened In June 2025 Mr B complained to Monzo that there were 18 transactions made from his account that he’d not authorised. These had been made through anothe... (3 pages)View decision -
Decision Reference DRN-5721196
11 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5721196 The complaint C, a limited company, has complained Revolut Ltd won’t refund money they lost after being the victim of a scam. What happened Mr and Mrs W are directors of C. I’ll refer to all throughout this decision. They opened a business account for C with Revolut in Janua... (3 pages)View decision -
Decision Reference DRN-5675554
11 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5675554 The complaint Miss V is unhappy Monzo Bank Ltd will not refund the money she lost as the result of an APP (authorised push payment) scam. Miss W brought her complaint to this service through a representative. For ease of reading, I will refer solely to Miss V in this decisio... (5 pages)View decision -
Decision Reference DRN-5739288
11 Sep 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5739288 The complaint Mr M complains that CA Auto Finance UK Limited has recorded a default on his credit file about a hire purchase agreement under which a car was sold to him and about the balance of his account. What happened A used car was supplied to Mr M under a hire purchase ... (3 pages)View decision -
Decision Reference DRN-5785968
11 Sep 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5785968 The complaint Mr B has complained about his motor trade insurer Zurich Insurance Company Ltd because it declined his claim and the policy was cancelled. He thinks it also caused that claim to be delayed. What happened Mr B, via a broker, arranged cover with Zurich (branded i... (3 pages)View decision -
Decision Reference DRN-5759165
11 Sep 2025 Markel International Insurance Company Limited Not upheldInsuranceDRN-5759165 The complaint Ms R’s complaint is about a claim she made on her Markel International Insurance Company Limited (‘Markel’) legal expenses insurance policy. Ms R says Markel treated her unfairly. What happened The details of this complaint are well known to both parties, so I ... (4 pages)View decision -
Decision Reference DRN-5802783
11 Sep 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5802783 The complaint Miss H complains that Capital One (Europe) plc (‘Capital One’) reported missed payments to the Credit Reference Agencies (‘CRAs’) without telling her this would happen. Miss H wants her credit file amending and for her distress and inconvenience to be recognis... (3 pages)View decision -
Decision Reference DRN-5812474
11 Sep 2025 Close Brothers Limited UpheldConsumer CreditDRN-5812474 The complaint Mrs J is unhappy with how Close Brothers Limited (‘CBL’) administered a conditional sale agreement. What happened Around October 2023, Mrs J entered into a conditional sale agreement with CBL to acquire a used car. Later, Mrs J changed the registered keeper of... (5 pages)View decision