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 381196 results
-
Decision Reference DRN-5594877
29 Sep 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5594877 The complaint Mr P complains Shop Direct Finance Company Limited trading as very (“Very”) irresponsibly lent to him. Mr P is represented by a professional third party, but for ease of reference I’ll mostly refer to Mr P throughout. What happened In March 2020 Mr P applied ... (3 pages)View decision -
Decision Reference DRN-5847317
29 Sep 2025 U K Insurance Limited UpheldInsuranceDRN-5847317 The complaint Ms M complains that U K Insurance Limited (“UKI”) mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, made by a premium-brand car-maker with a diesel engine and first regist... (8 pages)View decision -
Decision Reference DRN-5656300
29 Sep 2025 Volvo Car UK Limited Not upheldConsumer CreditDRN-5656300 The complaint Mr L is unhappy with the quality of a car financed using a hire agreement from Volvo Car UK Limited. What happened In 2023 Mr L entered into a hire agreement with Volvo for a new car. Mr L began to experience issues with his car, including: • A rattle or vibrat... (2 pages)View decision -
Decision Reference DRN-5779395
29 Sep 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5779395 The complaint Mr H complains that a car he acquired through a hire purchase agreement with Volkswagen Financial Services (UK) Limited (‘VW’) was of unsatisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will briefl... (3 pages)View decision -
Decision Reference DRN-5726227
29 Sep 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5726227 The complaint Miss W complains that Advantage Insurance Company Limited (“Advantage”) declined her claim under her car insurance policy and then sold her car without her knowledge. What happened Miss W had a motor insurance policy with Advantage covering her car. In April 20... (3 pages)View decision -
Decision Reference DRN-5529111
29 Sep 2025 Santander UK Plc Not upheldMortgagesDRN-5529111 The complaint Miss B is unhappy with the way that Santander UK Plc has handled her mortgage account when it took possession of her property. She also complains about a county court judgement (CCJ) that Santander have registered against her. What happened Miss B had a mortgag... (4 pages)View decision -
Decision Reference DRN-5775442
29 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5775442 The complaint Mr K on behalf of a limited company which I will refer to as ‘K’ complains that Monzo Bank Ltd declined to refund it £25,000 which he says it lost as a result of a scam. What happened The circumstances of this complaint are well known to both parties so I will ... (5 pages)View decision -
Decision Reference DRN-5831849
29 Sep 2025 Bank of London and The Middle East plc UpheldBanking and PaymentsDRN-5831849 The complaint Mrs B complains Bank of London and The Middle East plc trading as Nomo Bank (“Nomo”) won’t refund transactions debited from her account which she says she did not make or authorise. What happened Mrs B contacted Nomo in May 2024 to dispute eight payments from ... (4 pages)View decision -
Decision Reference DRN-5365028
29 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5365028 The complaint Miss L complains that Lloyds Bank Plc trading as Lloyds Bank didn’t do enough to prevent her from losing money to a scam. Miss L has used a representative to help with her complaint. But, for ease of reading, I’ll mostly just refer to Miss L herself where I al... (3 pages)View decision -
Decision Reference DRN-5713076
29 Sep 2025 Bank of Scotland Plc Not upheldInvestmentsDRN-5713076 The complaint X is represented by R (holder of a Lasting Power of Attorney/’LPA’ for X). R is also, separately, the executor of an estate from which a Stocks & Shares Individual Savings Account – the ‘estate ISA’ – was bequeathed to X. The estate ISA was/is held with Ban... (7 pages)View decision
