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 400695 results
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Decision Reference DRN-5939656
10 Nov 2025 Acorn Insurance & Financial Services Ltd Not upheldInsuranceDRN-5939656 The complaint Mr S complains about Acorn Insurance & Financial Services Ltd’s (Acorn) administration of his car insurance. What happened Mr S insured his car via Acorn, an insurance broker. On 8 April 2025 Mr S called Acorn to change the insured vehicle. This created an... (3 pages)View decision -
Decision Reference DRN-5939508
10 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5939508 The complaint Mr I is unhappy with how Santander UK Plc handled his request to retrieve money relating to a transaction he paid for using his credit card. What happened I issued my provisional decision to both parties explaining why I thought Mr I’s complaint should be uphe... (7 pages)View decision -
Decision Reference DRN-5931668
10 Nov 2025 FCE Bank Plc Not upheldConsumer CreditDRN-5931668 The complaint Miss B complains about the charges FCE Bank Plc, trading as Ford Credit (“FCE”) applied when she returned a car after her hire purchase agreement ended. What happened In October 2022, Miss B acquired a new car through a hire purchase agreement taken out with FC... (3 pages)View decision -
Decision Reference DRN-5918598
10 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5918598 The complaint Mr M complains that Barclays Bank UK PLC failed to send him documents in large print, despite this being a marker on his record. What happened Mr M reported to Barclays that there were fraudulent payments on his account. Barclays asked him to complete a fraud d... (2 pages)View decision -
Decision Reference DRN-5888256
10 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5888256 The complaint Mr O complains Monzo Bank Ltd recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr O held an account with Monzo. In January 2025, it was credite... (3 pages)View decision -
Decision Reference DRN-5925862
10 Nov 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5925862 The complaint Mr K is unhappy that BMW Financial Services (GB) Limited trading as Alphera Financial Services (‘BMWFS’) reported a default on a hire purchase agreement he had with them. What happened In March 2024, Mr K was supplied with a used car through a hire purchase ag... (4 pages)View decision -
Decision Reference DRN-5714874
10 Nov 2025 Tradex Insurance Company PLC Not upheldInsuranceDRN-5714874 The complaint Mr M complained that Tradex Insurance Company PLC had wrongly valued his car under his motor insurance policy. What happened Mr M’s car was damaged in an accident on about 28 December 2023. Tradex didn’t inspect it and decide that it was uneconomical to repair... (3 pages)View decision -
Decision Reference DRN-5516105
10 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5516105 The complaint Mr T complains that Revolut Ltd won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both parti... (2 pages)View decision -
Decision Reference DRN-5894974
10 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5894974 The complaint Mr H is unhappy with how Revolut Ltd dealt with his chargeback claim. What happened The parties are familiar with the background of this complaint, so I will summarise it here, which reflects my informal remit. Mr H booked a five-day apartment stay, from 23 Jun... (3 pages)View decision -
Decision Reference DRN-5924871
10 Nov 2025 U K Insurance Limited Not upheldInsuranceDRN-5924871 The complaint Mr R complains U K Insurance Limited (“UKI”) hasn’t responded fairly to a loss of rent claim on his landlord insurance policy. What happened I issued a provisional decision. I said: “I’ve considered all the available evidence and arguments to decide what’s fa... (3 pages)View decision