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 367928 results
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Decision Reference DRN-5335514
25 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5335514 The complaint Mrs H complains Monzo Bank Ltd loaded a marker against her at Cifas, a national fraud database and closed her account. She doesn’t think it’s treated her fairly. What happened A summary of what happened is below. Mrs H opened an account with Monzo in August 202... (3 pages)View decision -
Decision Reference DRN-5425192
25 Mar 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5425192 The complaint Miss H complains that Stellantis Financial Services UK Limited (“Stellantis”) acted unfairly in relation to an agreement she took out with them and also when she tried to extend it. What happened In June 2020, Miss H signed a hire agreement with Stellantis to ... (5 pages)View decision -
Decision Reference DRN-4964656
25 Mar 2025 Secure Trust Bank Plc Not upheldConsumer CreditDRN-4964656 The complaint Mr B complains that a car he acquired under a hire purchase agreement with Secure Trust Bank Plc, trading as Moneyway (“Moneyway”), wasn’t of satisfactory quality. What happened In August 2023, Mr B was supplied with a used car through a hire purchase (HP) agre... (3 pages)View decision -
Decision Reference DRN-5233940
25 Mar 2025 Zempler Bank Limited UpheldBanking and PaymentsDRN-5233940 The complaint Mr C complains Zempler Bank Limited didn’t do enough to help get a refund for a transaction made on his credit card. What happened In July 2022, Mr C bought a piece of gym equipment, paying with his Zempler credit card. In June 2024, Mr C says the motor in the... (3 pages)View decision -
Decision Reference DRN-5303733
25 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5303733 The complaint Mr G has complained about the way Aviva Insurance Limited handled a claim he made under his buildings insurance policy. Reference to Mr G or Aviva includes their respective representatives. What happened The circumstances aren’t in dispute, so I’ll summarise ... (2 pages)View decision -
Decision Reference DRN-5414112
25 Mar 2025 ALLICA BANK LIMITED UpheldBanking and PaymentsDRN-5414112 The complaint Mr B and Mr B (who I’ll refer to as Mr B1 and Mr B2) complain that Allica Bank Limited sent incorrect redemption statements for their secured commercial loan. They say they’ve lost about £6,000 as a result. Mr B1 and Mr B2 have been represented in bringing this... (3 pages)View decision -
Decision Reference DRN-5420849
25 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5420849 The complaint Ms S complains about how Admiral Insurance (Gibraltar) Limited (‘Admiral’) handled a claim for medical assistance under her travel insurance policy. All references to Admiral include the agents appointed to handle claims on its behalf. What happened Ms S was in... (4 pages)View decision -
Decision Reference DRN-5422527
25 Mar 2025 First Response Finance Ltd UpheldConsumer CreditDRN-5422527 The complaint Miss R complains that a car that was supplied to her under a hire purchase agreement with First Response Finance Limited wasn’t of satisfactory quality. What happened I issued a provisional decision on this complaint earlier this month in which I described what... (5 pages)View decision -
Decision Reference DRN-5356051
25 Mar 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5356051 The complaint Mr V complains that MBNA Limited lent to him irresponsibly. What happened In July 2011, MBNA gave Mr V a credit card (card 1) with a limit of £4,000. In May 2014, it increased the credit limit to £4,000 and in May 2016, it increased it again to £6,800. In Novem... (3 pages)View decision -
Decision Reference DRN-5127648
25 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5127648 Complaint Ms M is unhappy that Bank of Scotland plc (trading as Halifax) didn’t refund her after she told it she’d fallen victim to a scam. Background In 2023, Ms M received unsolicited contact on a social messaging app. The person who contacted her said they could offer her... (2 pages)View decision
