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-5475103
7 Jul 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5475103 The complaint Mrs C is unhappy with how BUPA Insurance Limited (BUPA) has handled her private medical insurance claim. What happened The background to this complaint is well-known to both parties. So, I’ve simply set out a summary of what I think are the key events. Mrs C... (2 pages)View decision -
Decision Reference DRN-5157205
7 Jul 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5157205 The complaint Miss I complains Mercedes-Benz Financial Services UK Limited (“MBFS”) supplied her with a car that was that wasn’t of satisfactory quality. What happened The details of this case are well known to both parties, so I won’t repeat them. The facts are not in dispu... (2 pages)View decision -
Decision Reference DRN-5489113
7 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5489113 The complaint Mr H complains that despite asking Monzo Bank Ltd to place a gambling block on his account, transactions were still permitted causing him financial harm. What happened Mr H holds an account with Monzo. In November 2024, he asked Monzo to place a block on gambli... (3 pages)View decision -
Decision Reference DRN-5673666
7 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5673666 The complaint Mr T has complained about Capital One (Europe) plc recording a search on his credit file for a credit card application which he said he didn’t make. What happened In 2024, Mr T applied for a credit card under one of Capital One’s brands. A hard search was recor... (4 pages)View decision -
Decision Reference DRN-5655045
7 Jul 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5655045 The complaint A limited company, which I will call S, has complained about the handling of a claim made under its commercial insurance policy with Great Lakes Insurance UK Limited. Ms C, as a director of S, has complained on its behalf. Ms C is also represented in this compl... (4 pages)View decision -
Decision Reference DRN-5643430
7 Jul 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5643430 The complaint Ms M complains about how Zurich Insurance Company Ltd handled her claim against her travel insurance policy and its decision to decline her claim. Reference to Zurich includes its agents. What happened In summary, Ms M has an annual travel insurance policy und... (4 pages)View decision -
Decision Reference DRN-5584548
7 Jul 2025 Next Retail Limited Not upheldConsumer CreditDRN-5584548 The complaint Mrs D complains that Next Retail Limited trading as Next Online (Next) acted irresponsibly when they agreed to the opening of a credit account and subsequent credit limit increase. In bringing her complaint Mrs D is represented by a third party. For ease of rea... (3 pages)View decision -
Decision Reference DRN-5173489
7 Jul 2025 First Response Finance Ltd Not upheldConsumer CreditDRN-5173489 The complaint Mrs T believes a car supplied to her under a hire purchase agreement with First Response Finance Ltd (FRF) was of unsatisfactory quality. When I refer to what Mrs T or FRF have said or done, it should also be taken to include things said or done on their behal... (3 pages)View decision -
Decision Reference DRN-5625825
7 Jul 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5625825 The complaint Miss T complains that a used car she acquired through a hire purchase agreement financed by Startline Motor Finance Limited (‘SMFL’) is of unsatisfactory quality. What happened In March 2024 Miss T took out a hire purchase agreement to cover the cost of a used... (3 pages)View decision -
Decision Reference DRN-5672786
7 Jul 2025 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-5672786 The complaint Mr F complains that he was given unsuitable advice in 2020 by Harbour Rock Capital Limited (‘HRC’), previously trading under the name Portafina Investment Management Ltd, to transfer his defined benefit (‘DB’) pension benefits and a smaller group personal pensi... (10 pages)View decision
