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 381082 results
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Decision Reference DRN-5709757
24 Sep 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5709757 The complaint Miss W complains that a car that was supplied to her under a hire purchase agreement with MotoNovo Finance Limited wasn’t of satisfactory quality. What happened A used car was supplied to Miss W under a hire purchase agreement with MotoNovo Finance that she ele... (3 pages)View decision -
Decision Reference DRN-5823521
24 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5823521 The complaint C – a limited company – has complained about AXA Insurance UK Plc’s (“AXA”) decision to decline a claim it made after its van was stolen. C is represented in its complaint by Mr M, who is a director of C. Any reference to Mr M in this decision will also be a r... (3 pages)View decision -
Decision Reference DRN-5460434
24 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5460434 The complaint D complain Wise Payments Limited (“Wise”) refused to refund payments using the chargeback process. D add that Wise later closed their account without explanation. To put things right, D want their funds refunded, their account reinstated, and compensation paid ... (2 pages)View decision -
Decision Reference DRN-5600807
24 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5600807 The complaint Mrs S complains that Revolut Ltd (‘Revolut’) declined her account application. What happened The details of this complaint are well known to both parties, so I will not repeat them again here. The facts are not in dispute so I will focus on giving the reasons ... (2 pages)View decision -
Decision Reference DRN-5819512
24 Sep 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5819512 The complaint Mr L complains that The Royal London Mutual Insurance Society Limited (Royal London) didn’t apply bonuses to his with-profits policy for over 23 years. What happened Our investigator set out the background to the complaint in her recommendation letter, for ease... (3 pages)View decision -
Decision Reference DRN-5635750
24 Sep 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5635750 The complaint Mr B complains that Vanquis Bank Limited (“Vanquis”) irresponsibly lent to him. Mr B is professionally represented, but for ease of reference I’ll mostly refer to Mr B throughout. What happened In May 2023 Mr B applied for a credit card with Vanquis. It was a... (3 pages)View decision -
Decision Reference DRN-5639261
24 Sep 2025 U K Insurance Limited UpheldInsuranceDRN-5639261 The complaint Mr B has complained on behalf of P, a limited company, that U K Insurance Limited, trading as NIG, declined a claim made under P’s commercial insurance policy. Reference to NIG includes its agents and representatives. What happened The circumstances of this c... (6 pages)View decision -
Decision Reference DRN-5692940
24 Sep 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5692940 The complaint Mr V complains that a hire purchase agreement with Mercedes-Benz Financial Services UK Limited, trading as Mercedes-Benz Finance, under which a car was supplied to him, was mis-sold to him. What happened A new car was supplied to Mr V under a hire purchase agre... (3 pages)View decision -
Decision Reference DRN-5777953
24 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5777953 The complaint Miss P complains that there is an outstanding balance on her agreement with Moneybarn No 1 Limited trading as Moneybarn despite having paid more than half the agreement and keeping the vehicle in good condition. What happened In July 2021 Miss P was supplied wi... (3 pages)View decision -
Decision Reference DRN-5745019
24 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5745019 The complaint Miss J complains Monzo Bank Limited unfairly closed her account and demanded repayment of her overdraft. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Miss J held a Monzo account, ... (5 pages)View decision
