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 375868 results
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Decision Reference DRN-5655367
5 Sep 2025 Sabre Insurance Company Limited Not upheldInsuranceDRN-5655367 The complaint Mr M complains that Sabre Insurance Company Limited (“Sabre”) mishandled a claim on his motor insurance policy. What happened On about his 17 th birthday in 2023, Mr M or his parents acquired a hatchback car that had first been registered in 2017. The price wa... (5 pages)View decision -
Decision Reference DRN-5551887
5 Sep 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5551887 The complaint Mr T complains that the car supplied by Volvo Car Financial Services UK Limited trading as VCDSUK (“Volvo”) wasn’t of satisfactory quality. He says the car was brand new, but it’s faulty, and he wants to reject the car or be given a price reduction. What happen... (4 pages)View decision -
Decision Reference DRN-5682355
5 Sep 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5682355 The complaint Mr and Mrs G have complained that Assurant General Insurance Limited won’t do a ‘doorstep exchange’ concerning their faulty replacement mobile phone which was replaced under their mobile phone policy. As Mr G has been our main contact for ease of reference onl... (2 pages)View decision -
Decision Reference DRN-5564079
5 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5564079 The complaint Mrs C has complained that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. What happened Mrs C was introduced online to an individual who an acquaintance had matched with on a dating app. This individual was a scammer, who claimed ... (4 pages)View decision -
Decision Reference DRN-5620815
5 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5620815 The complaint Mr K complains to Santander UK Plc. He says that he has fallen victim to a scam and would like Santander to refund him. What happened Between November 2018 and June 2020, Mr K made payments totalling £62,517.98 to a company called B (an investment platform al... (4 pages)View decision -
Decision Reference DRN-5785115
5 Sep 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5785115 The complaint Mr S complains that the Co-operative Bank Plc (“CB”) declined his application for a credit card. What happened On 26 March 2025 Mr S applied online for a credit card with CB. The application was declined. Mr S appealed. The underwriting team considered the lend... (2 pages)View decision -
Decision Reference DRN-5449415
5 Sep 2025 SNAP FINANCE LIMITED UpheldConsumer CreditDRN-5449415 The complaint Mr D is unhappy that Snap Finance Limited (Snap Finance) took payments from the wrong account, which he believes led to missed payments. He is also unhappy that, despite having a repayment plan in place, his account was defaulted. What happened The parties are ... (4 pages)View decision -
Decision Reference DRN-5512384
5 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5512384 The complaint Mr M complains about Santander UK Plc. He says that Santander failed to protect him when he fell victim to a scam and would like Santander to refund him the money he has lost. What happened Mr M came across an advertisement for investment being promoted by a ... (3 pages)View decision -
Decision Reference DRN-5570232
5 Sep 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-5570232 The complaint Mr D has complained about the quality of a car provided on finance by Lex Autolease Ltd (“Lex”). Mr D has at times been represented by a family member who was also the driver of the car at the time of the events here. But as the agreement was in his name I’ll ... (4 pages)View decision -
Decision Reference DRN-5577981
5 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5577981 The complaint N, a sole trader, has complained that Starling Bank Limited did not reimburse the £13,000 it says it lost to a scam. What happened N entered into a drop shipping agreement with a company I’ll refer to as ‘X’ for the purposes of this decision. It agreed to pay X... (3 pages)View decision
