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 392389 results
-
Decision Reference DRN-6029466
13 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6029466 The complaint C, a company, complains that Monzo Bank Ltd unreasonably blocked a payment that its director, Mr T, attempted to make, resulting in a financial loss. What happened In November 2025, Mr T made a payment from C’s Monzo account to a business account it held with a... (2 pages)View decision -
Decision Reference DRN-5836760
13 Feb 2026 ManyPets Ltd Not upheldInsuranceDRN-5836760 The complaint Mr I has complained that when he bought his pet policy from Many Pets Ltd it told him it wouldn’t increase his premium level in the manner it has now done. What happened Mr I has previously made a complaint against one of the policy underwriters which has been... (4 pages)View decision -
Decision Reference DRN-6076625
13 Feb 2026 AXA Insurance UK Plc UpheldInsuranceDRN-6076625 The complaint Mr M and Mrs P complain that AXA Insurance UK Plc (“AXA”) has unfairly handled a claim made under their home insurance policy. Any reference to Mr M, Mrs P or AXA includes respective agents or representatives. What happened The background of this complaint is w... (4 pages)View decision -
Decision Reference DRN-5958022
13 Feb 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-5958022 The complaint Mr K complains about AXA Insurance UK Plc’s handling of a claim under a home insurance policy. AXA has been represented by its agents during the claim. All references to AXA include its agents. What happened Mr K had a home insurance policy with AXA. In October... (4 pages)View decision -
Decision Reference DRN-6142951
13 Feb 2026 247 Money Group Limited Not upheldConsumer CreditDRN-6142951 The complaint Miss S has complained that 247 Money Group Limited (Money Group) unfairly provided her with credit for a vehicle. What happened In June 2021, Miss S entered into a finance agreement with Money Group for the purchase of a car as shown below. Date Amount of cre... (3 pages)View decision -
Decision Reference DRN-5988605
13 Feb 2026 Tradex Insurance Company PLC Not upheldInsuranceDRN-5988605 The complaint Mr F complains Tradex Insurance Company PLC (Tradex) unfairly recorded it had cancelled his motor insurance policy. Tradex are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As Tradex have acc... (3 pages)View decision -
Decision Reference DRN-5973732
13 Feb 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5973732 The complaint Mr G complains that MONEYBARN NO.1 LIMITED (“Moneybarn”) carrying out sufficient affordability checks and had better checks been made it would’ve discovered Mr G was having financial difficulties. Mr G also says that he was having mental health difficulties at... (5 pages)View decision -
Decision Reference DRN-5912623
13 Feb 2026 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5912623 The complaint Admiral Financial Services Limited provided Miss B with the following loan: Date Amount Monthly repayments Term (months) April 2025 £7,500£383.49 24 Miss B says the loan was unaffordable and provided irresponsibly. What happened The details of this complaint... (2 pages)View decision -
Decision Reference DRN-6144406
13 Feb 2026 Oodle Financial Services Limited UpheldConsumer CreditDRN-6144406 The complaint Mr A complains that a car supplied to him under a hire purchase agreement with Oodle Financial Services Limited was of an unsatisfactory quality. What happened I issued a provisional decision setting out what I thought about Mr A's complaint. I’ve copied t... (5 pages)View decision -
Decision Reference DRN-6100369
13 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6100369 The complaint Mrs T complains that Santander UK Plc (Santander) declined to reimburse £4000 that she lost as the victim of a scam in February 2025. Mrs T also complains about the level of service she received from Santander after she reported the scam. I was sorry to hear of... (5 pages)View decision