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 401363 results
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Decision Reference DRN-6202248
22 Apr 2026 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-6202248 The complaint Mr M says Volkswagen Financial Services (UK) Limited, trading as Volkswagen Financial Services (who I’ll call ‘VWFS’) made mistakes when calculating amounts due on his finance agreement. What happened The detailed background to this complaint is well known to b... (2 pages)View decision -
Decision Reference DRN-5946423
22 Apr 2026 Creation Consumer Finance Limited Not upheldBanking and PaymentsDRN-5946423 The complaint Mrs W complains about the impact to her credit file after Creation Consumer Finance Limited (‘Creation’) cancelled a direct debit which led to arrears accruing on her account. Mrs W would like her credit file to be amended. What happened Mrs W complained that... (3 pages)View decision -
Decision Reference DRN-6271100
22 Apr 2026 MONZO BANK LIMITED UpheldBanking and PaymentsDRN-6271100 The complaint Mr N complains that MONZO BANK LIMITED (Monzo) has refused to remove an address associated with Mr N from its records. Mr N says he has never lived at the address. What happened Mr N discovered an associated address on his credit file and complained to Monzo, a... (2 pages)View decision -
Decision Reference DRN-6268423
22 Apr 2026 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-6268423 The complaint Mr T complains that PROPEL HOLDINGS (UK) LIMITED trading as Quidmarket (Quidmarket) gave him loans without carrying out sufficient affordability checks. What happened Mr T’s borrowing history can be found below. loan number loan amount agreement date repaymen... (5 pages)View decision -
Decision Reference DRN-6295292
22 Apr 2026 Zurich Insurance Company Ltd Not upheldInsuranceDRN-6295292 The complaint Mr R is unhappy that Zurich Insurance Company Ltd declined a claim he made on his travel insurance policy. What happened Mr R has a travel insurance policy connected to his bank account. Mr R was travelling when the Foreign and Commonwealth Development Office (... (2 pages)View decision -
Decision Reference DRN-6244167
22 Apr 2026 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-6244167 The complaint Miss M complains that Jaja Finance Ltd trading as Asda Money Credit Card (Asda Money) lent to her irresponsibly when issuing a credit card. She says had adequate checks been made they would have shown an active debt management plan and signs of existing financi... (2 pages)View decision -
Decision Reference DRN-6181672
22 Apr 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-6181672 The complaint Miss O complains that J.P. Morgan Europe Limited trading as Chase (“Chase”) won’t refund the money she lost to a job scam. What happened The background is known to both parties, so I won’t repeat it in detail. In summary, Miss O says that, in October 2024, a fr... (3 pages)View decision -
Decision Reference DRN-6294293
22 Apr 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6294293 The complaint Mr S complains that Revolut Ltd didn’t pay him a ‘refer a friend’ award. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in summary: From time-to-time Revolut offer its cus... (2 pages)View decision -
Decision Reference DRN-6288055
22 Apr 2026 JKFS (UK) LIMITED UpheldPensions and AnnuitiesDRN-6288055 The complaint Mr B’s complaint about JKFS (UK) Limited concerns the advice it gave him to transfer his Defined Benefit (DB) pension to a new personal pension arrangement. He says he’s unhappy with the conclusion it’s reached that despite the advice being unsuitable he would ... (3 pages)View decision -
Decision Reference DRN-6006056
22 Apr 2026 THE ROYAL BANK OF SCOTLAND PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6006056 The complaint Mr D complains about issues he experienced when trying to view his transactions on the mobile app in relation to his account held with The Royal Bank of Scotland PLC (“RBS”). He’s also unhappy about the length of time he spent on calls relating to the matter an... (2 pages)View decision