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 375868 results
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Decision Reference DRN-5181826
26 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5181826 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) is holding him liable for a transaction for £2,203.99 which he says he didn’t authorise. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summ... (2 pages)View decision -
Decision Reference DRN-5648867
26 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5648867 The complaint Mr M has complained that he is being disadvantaged as a result of being a Barclays Bank UK PLC (“Barclays”) Wealth customer, because he’s unable to receive the Premier account benefits on his account. What happened When Mr M’s customer profile was changed to be... (2 pages)View decision -
Decision Reference DRN-5568396
26 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5568396 The complaint Mr M complained because HSBC UK Bank Plc refused for refund him for payments which he said he hadn’t authorised. He also said HSBC should have blocked the payments from being made. What happened On 24 October 2024, Mr M reported three disputed transactions. Th... (4 pages)View decision -
Decision Reference DRN-5236110
26 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5236110 The complaint Mr I complains that Monzo Bank Ltd (Monzo) delayed looking into his concerns relating to a compromise to his accounts when his phone and bank card was stolen. He feels Monzo should pay further compensation. What happened In the early hours of 8 August 2024 whi... (3 pages)View decision -
Decision Reference DRN-5275188
26 Aug 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5275188 The complaint Miss B complains that a car acquired under a hire purchase agreement with CA AUTO FINANCE UK LTD (CA AUTO) wasn’t of satisfactory quality. What happened In September 2024 Miss B was supplied with a used car through a hire purchase agreement with CA AUTO. The ca... (3 pages)View decision -
Decision Reference DRN-5759137
26 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5759137 The complaint Mr C has complained about the market value Admiral Insurance (Gibraltar) Limited paid when he made a claim under his car insurance policy. What happened Mr C made a claim to his insurer Admiral. Admiral decided to settle Mr C’s claim by paying the market value ... (3 pages)View decision -
Decision Reference DRN-5604192
26 Aug 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5604192 The complaint Mr B complains that a hire purchase agreement with Oodle Financial Services Limited, trading as Oodle Car Finance, under which a car was supplied to him was unaffordable for him and that it lent to him irresponsibly. He’s being represented in his complaint by a... (3 pages)View decision -
Decision Reference DRN-5739126
26 Aug 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5739126 The complaint Mr M complains that a car that was supplied to him under a hire purchase agreement with N.I.I.B. Group Limited, trading as Northridge Finance, wasn’t of satisfactory quality. He’s being helped with his complaint by a representative. What happened A used car was... (4 pages)View decision -
Decision Reference DRN-5776268
26 Aug 2025 esure Insurance Limited Not upheldInsuranceDRN-5776268 The complaint Mr L has complained about the market value settlement esure Insurance Limited paid when he made a claim under his car insurance policy. What happened Mr L’s car was involved in an incident and he made a claim to esure. esure decided to settle the claim by payin... (2 pages)View decision -
Decision Reference DRN-5743529
26 Aug 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5743529 The complaint Mr L is unhappy that American Express Services Europe Limited (“AmEx”) closed his account without providing reasonable notification. What happened Mr L had an AmEx account and used AmEx’s mobile banking app to check whether a payment was due for any given month... (3 pages)View decision
