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 381196 results
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Decision Reference DRN-5809205
10 Sep 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5809205 The complaint Mr V complains that a car supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (BMWFS) was misrepresented to him and of unsatisfactory quality. When I refer to what Mr V or BMWFS have sa... (5 pages)View decision -
Decision Reference DRN-5785276
10 Sep 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5785276 The complaint Miss S complains that Zurich Insurance Company Ltd declined her travel insurance claim. My references to Zurich include its claims handling agent. Miss S is represented by her mother in this complaint but for ease of reference I’ll just refer to Miss S unless ... (4 pages)View decision -
Decision Reference DRN-5771992
10 Sep 2025 Co-op Funeral Plans Limited Not upheldFuneral Planning ServicesDRN-5771992 The complaint Mr B’s complained that Co-op Funeral Plans Limited will continue to collect payments for his pre-paid funeral plan, even though he says he’s paid more than a funeral would cost. What happened Mr B bought a pre-paid funeral plan from Co-op in early 2016. He is ... (2 pages)View decision -
Decision Reference DRN-5807323
10 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5807323 The complaint Mr O’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (‘the Lender’), acted unfairly and unreasonably by (1) Being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 197... (3 pages)View decision -
Decision Reference DRN-5640434
10 Sep 2025 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-5640434 The complaint Ms M complains that TransUnion International UK Limited (TU) didn’t deal with a dispute she raised in a timely manner. What happened Ms M noticed a current account with a bank I’ll refer to as, that she didn’t recognise as being hers, showing on her TU credit r... (3 pages)View decision -
Decision Reference DRN-5645052
10 Sep 2025 American Express Payment Services Limited UpheldBanking and PaymentsDRN-5645052 The complaint A company, which I’ll refer to as D, complains that American Express Payment Services Limited unfairly withheld company funds for USA federal tax. What happened D has a merchant account with American Express to accept card payments for its business. D became a... (3 pages)View decision -
Decision Reference DRN-5753918
10 Sep 2025 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-5753918 The complaint Mr E is unhappy that a car supplied to him under a conditional sale agreement with Hyundai Capital (UK) Limited t/a Kia Finance (Hyundai) was of an unsatisfactory quality. When I refer to what Mr E has said and what Hyundai have said, it should also be taken t... (7 pages)View decision -
Decision Reference DRN-5597918
10 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5597918 The complaint Mr N is unhappy Monzo Bank Ltd will not refund the money he lost as the result of a scam. Mr N brought his complaint to this service through a representative. For ease of reading, I will refer solely to Mr N in this decision. What happened As both parties are ... (5 pages)View decision -
Decision Reference DRN-5698534
10 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5698534 The complaint Mrs H complains AXA Insurance UK Plc (AXA) have unfairly increased the price of her home insurance policy. Any references to AXA also include the actions of any agents authorised to act on its behalf. What happened The circumstances of this complaint will be we... (3 pages)View decision -
Decision Reference DRN-5797926
10 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5797926 The complaint Miss B complains that Monzo Bank Ltd wrongly gave her notice that it was closing her account and that it required her to repay credit card debt. What happened At the relevant time, Miss B held an account with Monzo. On 1 June 2025 it gave her notice that it wou... (2 pages)View decision
