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 364862 results
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Decision Reference DRN-5064741
25 Apr 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5064741 The complaint Mr B complains about the quality of a used van he acquired through a hire purchase agreement with Volkswagen Financial Services (UK) Limited (‘VWFS’). Mr B says that the vehicle he acquired had significant defects and was not fit for purpose. What happened Our... (5 pages)View decision -
Decision Reference DRN-5473434
25 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5473434 The complaint Miss W says Monzo Bank Ltd (‘Monzo’) irresponsibly lent to her. She says that based on her existing financial situation she should not have been approved for a flex credit account. What happened This complaint is about a flex credit account that Miss W took ou... (3 pages)View decision -
Decision Reference DRN-5507708
25 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5507708 The complaint Mr S complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost after falling victim to a scam. What happened In February 2024, Mr S found a car that he wanted to buy on an online website. The car was being sold by a company I’ll refer to as Z. Mr S... (7 pages)View decision -
Decision Reference DRN-5272003
24 Apr 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5272003 The complaint Mr J complains that a car supplied under a hire agreement with Stellantis Financial Services UK Limited wasn’t of satisfactory quality. What happened In April 2024 Mr J entered into a consumer hire agreement with Stellantis for a brand-new car. The term of the ... (3 pages)View decision -
Decision Reference DRN-5472435
24 Apr 2025 Zurich Insurance Company Ltd UpheldInsuranceDRN-5472435 The complaint Mr C has complained about the way Zurich Insurance Company has dealt with his claim for repairs under his car insurance policy. What happened Mr C’s car was involved in an accident and he made a claim to his insurer, Zurich. Included in the repairs are a damage... (2 pages)View decision -
Decision Reference DRN-5470456
24 Apr 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5470456 The complaint Mr S has complained about Haven Insurance Company Limited’s decision to reject a claim he made for damage to the roof and internal damage he says was caused by a storm. Mr S made a claim under his home insurance policy with Haven. What happened Mr S reported da... (2 pages)View decision -
Decision Reference DRN-5445916
24 Apr 2025 esure Insurance Limited UpheldInsuranceDRN-5445916 The complaint Mr C has complained about esure Insurance Limited’s decision to decline a claim he made under his home insurance policy for an escape of water (EOW). What happened Mr C made a claim to his insurer esure for a burst pipe which caused water damage to his home in... (3 pages)View decision -
Decision Reference DRN-5469260
24 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5469260 The complaint Mr E is unhappy that Barclays Bank UK PLC, trading as Barclaycard, blocked a valid purchase that he wanted to make and with the service he received surrounding the matter. What happened Mr E attempted to buy a new mobile phone using his Barclays credit card. Ho... (3 pages)View decision -
Decision Reference DRN-5391124
24 Apr 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5391124 The complaint Mr H and Ms W complain about British Gas Insurance Limited’s handling of a boiler claim on their HomeCare policy. Both Mr H and Ms W are named policyholders on their HomeCare policy, so any claim or complaint is brought by them both. But for simplicity, and bec... (3 pages)View decision -
Decision Reference DRN-5500345
24 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5500345 The complaint Mr E is unhappy with HSBC UK Bank Plc. Mr E had an account with HSBC that he put money into. Mr E found one day when he went to pay for his shopping that the card had been blocked and his purchase was declined. Mr E then tried to use his card in an ATM but the ... (2 pages)View decision
