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 401363 results
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Decision Reference DRN-5760492
3 Nov 2025 ACI-UK LIMITED UpheldConsumer CreditDRN-5760492 The complaint Mr O complains ACI-UK Limited contacted him about a debt which had previously been cleared in a Debt Relief Order (DRO). What happened My understanding is Mr O entered into a DRO in November 2019. Upon completion, any outstanding debts Mr O had included in the ... (3 pages)View decision -
Decision Reference DRN-5880498
3 Nov 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5880498 The complaint Miss B and Ms G complain that Lloyds Bank General Insurance Limited (“Lloyds”) failed to collect premiums, and unfairly cancelled Miss B’s home buildings insurance policy. I’ll refer to Miss B for ease. For clarity Ms G is Miss B’s mother. What happened Miss B... (5 pages)View decision -
Decision Reference DRN-5730395
3 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5730395 The complaint Mrs D complains Monzo Bank Ltd should have stopped her from using her overdraft facility to gamble and transfer funds to other accounts. What happened Mrs D opened an account with Monzo in December 2021 with a £1,000 overdraft facility. Mrs D made a number of ... (4 pages)View decision -
Decision Reference DRN-5698163
3 Nov 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5698163 The complaint Mr E complains that a car supplied to him under a finance agreement with Blue Motor Finance Ltd trading as Blue Motor Finance (‘BMF’) was of unsatisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will... (4 pages)View decision -
Decision Reference DRN-5736847
3 Nov 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5736847 The complaint Mr R’s complaint is about Lloyds Bank PLC cancelling the assisted voluntary sale (AVS) agreement he entered into with it, as he did not agree the amount it wanted to market the property for. He says that he was told that he would have complete control of the pr... (5 pages)View decision -
Decision Reference DRN-5923222
3 Nov 2025 PSI-Pay Ltd Not upheldBanking and PaymentsDRN-5923222 The complaint Mr W complains that PSI-Pay Ltd (PSI) failed to refund two transactions he didn’t recognise. What happened Mr W held an account with PSI which included the use of a payment card. The card was secured with a personal identification number (PIN). Mr W has said th... (4 pages)View decision -
Decision Reference DRN-5915698
3 Nov 2025 Volvo Car UK Limited Not upheldConsumer CreditDRN-5915698 The complaint Mr S complains about charges he was asked to pay by Volvo Car UK Limited (who I’ll call Volvo Car UK), when he returned a car he had been financing through an agreement with them. What happened The detailed background to this complaint is well known to both par... (3 pages)View decision -
Decision Reference DRN-5923139
3 Nov 2025 U K Insurance Limited Not upheldInsuranceDRN-5923139 The complaint Mr K complains that U K Insurance Limited (UKI) refused to cover damage as part of an existing subsidence claim. What happened Mr K’s property is the subject of an ongoing subsidence claim being dealt with by UKI. That claim has been ongoing since 2003, but the... (4 pages)View decision -
Decision Reference DRN-5544511
3 Nov 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5544511 The complaint Mr H complains about how Aviva Life & Pensions UK Limited have administered a reviewable whole of life policy he holds with them. He’s unhappy that he wasn’t made aware that the policy would be cancelled in the short term due to changes brought about after ... (3 pages)View decision -
Decision Reference DRN-5907837
3 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5907837 The complaint Mr W says NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘Nat West’), irresponsibly lent to him. He says it didn’t take reasonable steps to ensure he could afford the card repayments. And that it didn’t ensure he wouldn’t face significant financial difficult... (3 pages)View decision