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-5744601
8 Aug 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5744601 The complaint Miss D, who is represented by a third party, complains MotoNovo Finance Limited (“MotoNovo”), irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In February 2018, Miss D acquired a car financed by a hire purchase ag... (3 pages)View decision -
Decision Reference DRN-5727036
8 Aug 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5727036 The complaint Mr M is complaining about Tesco Underwriting Limited’s actions when he first contacted it to claim against his car insurance policy. What happened In April 2024 Mr M contacted Tesco through its online system to report he’d been involved in an accident with a th... (3 pages)View decision -
Decision Reference DRN-5655680
8 Aug 2025 EUI Limited UpheldConsumer CreditDRN-5655680 The complaint Mr S is unhappy with how EUI Limited trading as Admiral (‘EUI’) administered a fixed sum loan agreement taken to fund the cost of insurance. What happened Around May 2020 Mr S took out a fixed sum loan agreement with EUI to fund insurance for his van. The insu... (4 pages)View decision -
Decision Reference DRN-5290701
8 Aug 2025 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-5290701 The complaint Mr W complains about the quality of a car supplied to him by MI Vehicle Finance Limited (“MI”). What happened Mr W was supplied with a used car in May 2023 through a hire purchase agreement with MI. The car was around six years old and had covered around 50,000... (4 pages)View decision -
Decision Reference DRN-5684909
8 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5684909 The complaint Mr A had an account with Monzo. Monzo closed the account and loaded a marker about him at Cifas, the national fraud database. Mr A is unhappy with the Cifas loading as he says he was innocent in the transaction, and he was manipulated by a third party. What hap... (4 pages)View decision -
Decision Reference DRN-5585513
8 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5585513 The complaint Mrs M complains that Lloyds Bank PLC closed her overdraft and made it difficult for her to repay what she owed. What happened In 2024, Mrs M did an account switch from Lloyds to another bank. At the time, she didn’t realise she was completing a switch. As a re... (3 pages)View decision -
Decision Reference DRN-5744903
8 Aug 2025 Northern Bank Limited UpheldBanking and PaymentsDRN-5744903 Complaint Mr B is unhappy that Northern Bank Limited trading as Danske Bank (“Danske Bank”) didn’t reimburse him after he reported falling victim to a scam Background Mr B was in the market for a vehicle and came across an online advert for one listed at £8,200. The advert m... (4 pages)View decision -
Decision Reference DRN-5597379
8 Aug 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5597379 The complaint Miss G complains that Allianz Insurance Plc has unfairly declined a claim under her equine insurance policy. Where I refer to Allianz, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed ba... (3 pages)View decision -
Decision Reference DRN-5745104
8 Aug 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5745104 The complaint Mr C complains that First Central Underwriting Limited unfairly declined a claim he made under his home insurance policy. First Central is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As First Centr... (6 pages)View decision -
Decision Reference DRN-5714585
8 Aug 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5714585 The complaint Mr R complains that Acromas Insurance Company Limited mishandled a claim on a breakdown insurance policy. What happened Mr R had a packaged bank account that gave him benefits including European breakdown cover from Acromas. He had a campervan, made by a Fren... (6 pages)View decision