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-5503233
8 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5503233 The complaint Mr S complains that Starling Bank Limited (“Starling”) won’t refund in full payments made from his account as part of a scam. What happened In August 2024, Mr S received a call from someone purporting to be from Starling and they said they were calling in rela... (3 pages)View decision -
Decision Reference DRN-5803959
8 Sep 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5803959 The complaint Mr C complains that the car he acquired through Zopa Bank Limited (“Zopa”) wasn’t of satisfactory quality. The car has now been rejected and collected, but he’s unhappy with the redress and compensation paid by Zopa. What happened Mr C entered a hire purchase a... (4 pages)View decision -
Decision Reference DRN-5507866
8 Sep 2025 PDL Finance Limited Not upheldConsumer CreditDRN-5507866 The complaint Miss S complains PDL Finance trading as Mr Lender irresponsibly lent to her. What happened PDL Finance provided Miss S with two loans as follows: Loan Number Date of Sale Loan Amount Largest Monthly Repayment No. of Instalments (months) 1 30 August 2022 £200£... (5 pages)View decision -
Decision Reference DRN-5655577
8 Sep 2025 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-5655577 The complaint Ms P complains about Automobile Association Insurance Services Limited (AA) issuing documents under her motor insurance policy showing a claim made in respect of the theft of her vehicle as a non-fault claim, then issuing documents recording the claim as a faul... (3 pages)View decision -
Decision Reference DRN-5803006
8 Sep 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5803006 The complaint Mr and Mrs M complain that Accredited Insurance (Europe) Ltd declined their claim under their caravan insurance policy and about the time it took to assess the claim. My references to Accredited include its agents. This decision covers Mr and Mrs M’s complaint ... (6 pages)View decision -
Decision Reference DRN-5777302
8 Sep 2025 First Rate Exchange Services Ltd UpheldBanking and PaymentsDRN-5777302 The complaint Mr B complains First Rate Exchange Services Ltd blocked access to his funds on a travel money card and is unhappy it has failed to release the remaining balance to him. What happened On 17 April 2025 Mr B’s card was restricted, he was contacted the following da... (2 pages)View decision -
Decision Reference DRN-5728840
8 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5728840 The complaint Mr M is unhappy that American Express Services Europe Limited (“AmEx”) reduced the credit limits on his accounts without notice or explanation. What happened On 31 August 2024, AmEx reduced the credit limits on Mr M’s two AmEx accounts. AmEx also sent an email... (3 pages)View decision -
Decision Reference DRN-5596301
8 Sep 2025 Black Horse Limited Not upheldConsumer CreditDRN-5596301 The complaint Mr S is unhappy that a bike supplied to him under a hire purchase agreement with Black Horse Limited trading as Harley-Davidson Finance (‘Black Horse’) was of an unsatisfactory quality. What happened In April 2024, Mr S was supplied with a new bike through a h... (4 pages)View decision -
Decision Reference DRN-5663784
8 Sep 2025 esure Insurance Limited Not upheldInsuranceDRN-5663784 The complaint Mr S complains about how esure Insurance Limited – trading as Sheilas’ Wheels – handled a claim on his motor insurance. What happened Mr S had an esure motor insurance policy. In December 2024, he made a claim on his policy after his car was hit by another vehi... (3 pages)View decision -
Decision Reference DRN-5404602
8 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5404602 The complaint Ms B complains that Monzo Bank Ltd hasn’t reimbursed payments she says she didn’t make or allow anyone else to make. What happened Ms B is disputing several payments totalling around £470 in August 2024. She says she doesn’t recognise them and wasn’t involved. ... (3 pages)View decision
