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 380824 results
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Decision Reference DRN-5729109
3 Oct 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5729109 The complaint Dr P complains TSB Bank plc incorrectly referred to him using pronouns she / her and made a number of mistakes when dealing with his complaint. What happened Dr P has an account with TSB. Dr P complained to TSB about one of its agents referring to him using pro... (2 pages)View decision -
Decision Reference DRN-5822933
3 Oct 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5822933 The complaint Miss O complains that BMW Financial Services (GB) Limited trading as BMW Financial Services (“BMWFS”) acted unfairly when it terminated her account due to missed payments. Miss O said she didn’t receive the default letters as BMWFS had the incorrect address. W... (4 pages)View decision -
Decision Reference DRN-5735434
3 Oct 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5735434 The complaint Miss V has complained about the quality of a car she bought using a hire purchase agreement with Advantage Finance Limited. What happened The circumstances of the complaint are well known so I’m not going to go over everything again in detail. But, to summaris... (4 pages)View decision -
Decision Reference DRN-5859533
3 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5859533 The complaint Mr M complains Monzo Bank Ltd won’t send him statements with additional details – specifically the account name, number, and sort code – that he needs to evidence payments he’s made to a third party to an organisation that says he’s in arrears. What happened Mr... (3 pages)View decision -
Decision Reference DRN-5727156
3 Oct 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5727156 The complaint Mr A and Mr A have complained that Advantage Insurance Company Limited unfairly and unreasonably declined to deal with their claim under their motor policy following an accident. References to Advantage include all its agents. To differentiate between Mr A an... (3 pages)View decision -
Decision Reference DRN-5718303
3 Oct 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5718303 The complaint Mr D complains that he was mis sold a vehicle that was supplied through a hire purchase agreement with BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (Alphera). What happened In April 2024, Mr D acquired a used car through a hire purc... (3 pages)View decision -
Decision Reference DRN-5764657
3 Oct 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5764657 The complaint Mr R complains that BMW Financial Services (GB) Limited (BMWFS) treated him unfairly, in relation to a vehicle he proposed to acquire from them but was no longer available due to it being faulty. What happened In December 2024, Mr R entered into a hire purchase... (3 pages)View decision -
Decision Reference DRN-5679098
3 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5679098 The complaint Miss W has complained Monzo Bank Ltd’s actions led to fraud happening on her account and they’ve offered her inadequate compensation for what happened. What happened In March 2025 Miss W contacted Monzo. She was concerned about a potential ID takeover of her ac... (2 pages)View decision -
Decision Reference DRN-5724766
3 Oct 2025 Zurich Insurance PLC Not upheldInsuranceDRN-5724766 The complaint Mrs C complains about delays in Zurich Insurance PLC’s handling of a claim she made on a buildings insurance policy for damage caused by an escape of water. Reference to Zurich includes its agents. What happened Mrs C benefits from a buildings insurance policy ... (2 pages)View decision -
Decision Reference DRN-5859626
3 Oct 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5859626 The complaint Mr L complained about the quality of a car provided on finance by Moneybarn No.1 Limited. What happened Moneybarn supplied Mr L with a used car on a conditional sale agreement in September 2024. The cash price of the car was around £9,000 and it had covered ar... (4 pages)View decision
