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
-
Decision Reference DRN-5640434
10 Sep 2025 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-5640434 The complaint Ms M complains that TransUnion International UK Limited (TU) didn’t deal with a dispute she raised in a timely manner. What happened Ms M noticed a current account with a bank I’ll refer to as, that she didn’t recognise as being hers, showing on her TU credit r... (3 pages)View decision -
Decision Reference DRN-5645052
10 Sep 2025 American Express Payment Services Limited UpheldBanking and PaymentsDRN-5645052 The complaint A company, which I’ll refer to as D, complains that American Express Payment Services Limited unfairly withheld company funds for USA federal tax. What happened D has a merchant account with American Express to accept card payments for its business. D became a... (3 pages)View decision -
Decision Reference DRN-5753918
10 Sep 2025 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-5753918 The complaint Mr E is unhappy that a car supplied to him under a conditional sale agreement with Hyundai Capital (UK) Limited t/a Kia Finance (Hyundai) was of an unsatisfactory quality. When I refer to what Mr E has said and what Hyundai have said, it should also be taken t... (7 pages)View decision -
Decision Reference DRN-5597918
10 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5597918 The complaint Mr N is unhappy Monzo Bank Ltd will not refund the money he lost as the result of a scam. Mr N brought his complaint to this service through a representative. For ease of reading, I will refer solely to Mr N in this decision. What happened As both parties are ... (5 pages)View decision -
Decision Reference DRN-5698534
10 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5698534 The complaint Mrs H complains AXA Insurance UK Plc (AXA) have unfairly increased the price of her home insurance policy. Any references to AXA also include the actions of any agents authorised to act on its behalf. What happened The circumstances of this complaint will be we... (3 pages)View decision -
Decision Reference DRN-5797926
10 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5797926 The complaint Miss B complains that Monzo Bank Ltd wrongly gave her notice that it was closing her account and that it required her to repay credit card debt. What happened At the relevant time, Miss B held an account with Monzo. On 1 June 2025 it gave her notice that it wou... (2 pages)View decision -
Decision Reference DRN-5741050
10 Sep 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5741050 The complaint Mr E complains that Capital One (Europe) plc defaulted his credit card account. What happened Mr E held a credit card with Capital One and he’d been struggling to make payments for a number of months. In October 2024, Mr E agreed to make reduced payments for si... (2 pages)View decision -
Decision Reference DRN-5711129
10 Sep 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5711129 The complaint Mr P is complaining about MotoNovo Finance Limited’s decision to lend to him – he says the loan was unaffordable. What happened The background to this complaint is familiar to all parties, so I don’t intend to repeat everything in detail here. Instead, I’ll pr... (6 pages)View decision -
Decision Reference DRN-5568072
10 Sep 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5568072 The complaint Mrs T is unhappy with the assistance she received from Inter Partner Assistance SA (‘IPA’) under her travel insurance policy (‘the policy’) after she had a stroke whilst on holiday, abroad. All reference to IPA includes its medical assistance team. What happe... (3 pages)View decision -
Decision Reference DRN-5762617
10 Sep 2025 Lendable Ltd Not upheldBanking and PaymentsDRN-5762617 The complaint Mr S complains that Lendable Ltd trading as Zable (“Zable”) failed to pursue a chargeback. What happened On 1 March Mr S made a payment of £500.88 using his Zable credit card to an online gambling business I will call D. However, he noticed that the money was s... (3 pages)View decision