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
-
Decision Reference DRN-6203160
18 Mar 2026 ITC Compliance Limited Not upheldInsuranceDRN-6203160 The complaint Ms O complains that ITC Compliance Limited (‘ITC’) mis-sold her a Guaranteed Asset Protection (‘GAP’) insurance policy. Ms O is professionally represented in bringing this complaint by a company who I will refer to as “Company Y” in this decision. What happen... (4 pages)View decision -
Decision Reference DRN-6233036
18 Mar 2026 FIRST RESPONSE FINANCE LIMITED UpheldConsumer CreditDRN-6233036 The complaint Mrs B is complaining about the quality of a vehicle supplied to her by First Response Finance Limited (FRFL). What happened In April 2025, Mrs B signed a hire purchase agreement with FRFL to acquire a car. The cash price of the vehicle was around £17,500. By th... (5 pages)View decision -
Decision Reference DRN-6215361
18 Mar 2026 National House-Building Council Not upheldInsuranceDRN-6215361 The complaint Mr and Mrs P complain about how National House-Building Council have dealt with a claim they made under a new home warranty policy. What happened What follows is an overview of the events which led to this complaint. It does not provide of all of the detail or ... (14 pages)View decision -
Decision Reference DRN-6093647
18 Mar 2026 Fairscore Ltd Not upheldConsumer CreditDRN-6093647 The complaint Miss M complains that Fairscore Ltd trading as Updraft should not have given her a personal loan in January 2024. She says she already had high levels of borrowing, including two existing loans with the same business and other credit. She says proportionate che... (3 pages)View decision -
Decision Reference DRN-6039208
18 Mar 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6039208 The complaint Mrs B is unhappy that Monzo Bank Ltd (‘Monzo’) won’t refund her when she was the victim of a scam. What happened The facts of what happened are known to both parties, so I will provide a brief summary: Between July 2019 and July 2020, Mrs B was introduced to an... (3 pages)View decision -
Decision Reference DRN-6232867
18 Mar 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6232867 The complaint Mr D, a sole trader, is unhappy that Starling Bank Limited (‘Starling’), blocked his business account. What happened In April 2025, Starling initiated an account review and got in touch with Mr D. It requested information from him, in line with its ‘Know Your C... (3 pages)View decision -
Decision Reference DRN-5918093
18 Mar 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5918093 The complaint Mr N complains that Barclays Bank UK PLC (“Barclays”), have failed to refund money that he says he lost as part of an investment scam. What happened Mr N says that his cousin came across an opportunity to purchase gold at a discounted price. He then made ove... (3 pages)View decision -
Decision Reference DRN-6233021
18 Mar 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6233021 The complaint Mr and Mrs P are unhappy that Barclays Bank UK PLC won’t refund payments they made as part of a scam. As Mr P dealt with the scammers I’ve mainly referred to his actions in this decision. What happened In 2024 Mr P saw an advert on social media for a cryptocurr... (3 pages)View decision -
Decision Reference DRN-6199196
18 Mar 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-6199196 The complaint Mr and Mrs P complain that due to a technical error on Metro Bank PLC’s (“Metro”) behalf three separate authorisations of £170 were confirmed on the same day for the same merchant, yet only one was legitimate resulting in financial difficulties and significant ... (3 pages)View decision -
Decision Reference DRN-6216854
18 Mar 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6216854 The complaint Mr D complained that Moneybarn No.1 Limited (“Moneybarn”) failed to act fairly and reasonably towards him when entering into a conditional sale agreement with him. He’s complained that the conditional sale agreement was unaffordable for him and said that Money... (5 pages)View decision