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 374385 results
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Decision Reference DRN-5674162
7 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5674162 The complaint Mr and Mrs K are complaining that HSBC UK Bank Plc didn’t do enough to prevent them from making payments to an investment scam. The complaint is brought on their behalf by a professional representative, but for ease I’ll mainly refer to Mr and Mrs K. What happe... (4 pages)View decision -
Decision Reference DRN-5665640
7 Jul 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5665640 Complaint Mr G complains that CA Auto Finance UK Ltd (then trading as “FCA Automotive” Services UK Ltd) unfairly entered into a hire-purchase agreement with him. He’s said the monthly payments were unaffordable and he struggled to meet them which pushed him into unmanageable... (4 pages)View decision -
Decision Reference DRN-5662977
7 Jul 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5662977 The complaint Mr S has complained about his car insurer, Tesco Underwriting Limited. He feels its garage delayed repairs and that it was unfair for him to have to use a small courtesy car. He also thinks the garage damaged his car. What happened Mr S’s car was stolen in Apr... (3 pages)View decision -
Decision Reference DRN-5342524
7 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5342524 The complaint Mr Z complains that Revolut Ltd blocked and closed his account. He says this caused him unnecessary trouble and upset. He wants Revolut to reopen his account. What happened Mr Z had an account with Revolut. Mr Z has told this service that his Revolut account ... (3 pages)View decision -
Decision Reference DRN-5573377
7 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5573377 The complaint Miss F complains that Santander UK Plc delayed in releasing money to her which had been paid into a closed account. What happened Miss F is currently subject to an Individual Voluntary Arrangement (IVA). On 27 December 2024 a payment to Miss F from the DWP for ... (2 pages)View decision -
Decision Reference DRN-5608852
7 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5608852 The complaint Miss R complains Monzo Bank Ltd recorded a marker against her at Cifas, a national fraud database and closed her account. She doesn’t think it’s treated her fairly. What happened A summary of what happened is below. Miss R had an account with Monzo. In October... (3 pages)View decision -
Decision Reference DRN-5674386
7 Jul 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5674386 The complaint Mr B complained that Close Brothers Limited unfairly reported adverse information to the credit reference agencies about an agreement he had and declined to remove it later. What happened Mr B acquired a used car under a conditional sale agreement with Close B... (5 pages)View decision -
Decision Reference DRN-5498467
7 Jul 2025 The New India Assurance Company Limited UpheldInsuranceDRN-5498467 The complaint T, a company, has complained about its property insurer The New India Assurance Company Limited (NIA) which has avoided T’s policy (treated it as though it never existed) and, by association, declined its claim. What happened T was notified in November 2023 th... (2 pages)View decision -
Decision Reference DRN-5674548
7 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5674548 The complaint Mr O complains that Monzo Bank Ltd blocked and then closed his account with it, and that it placed a fraud marker with CIFAS, the UK’s main fraud alert and prevention service. What happened Mr O received a number of payments into his Monzo account in March 2024... (2 pages)View decision -
Decision Reference DRN-5355390
7 Jul 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5355390 The complaint Mr R complains that the car he acquired through a hire purchase agreement with CA AUTO FINANCE UK LTD (“CA AUTO”) wasn’t of satisfactory quality. He wants to reject the car. What happened Mr R entered a hire purchase agreement in June 2023 to acquire a used car... (4 pages)View decision
