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 393318 results
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Decision Reference DRN-5261973
2 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5261973 The complaint Mr and Mrs H are unhappy with the way U K Insurance Limited [“UKI”] has handled a claim they’ve made under their buildings insurance policy following water damage to their property. What happened Mrs H has brought this complaint on behalf of herself and her hus... (3 pages)View decision -
Decision Reference DRN-5500948
2 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5500948 The complaint Miss B complains that Nationwide Building Society declined her claim under Section 75 of the Consumer Credit Act 1974 (‘Section 75’). What happened In 2016, Miss B bought a from a retailer I’ll refer to as “H”. Miss B made the purchase using her Nationwide cre... (4 pages)View decision -
Decision Reference DRN-5907211
1 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5907211 The complaint Mr C has complained about Monzo Bank Ltd not refunding several payments he says he made and lost to an authorised push payment (APP) investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail he... (4 pages)View decision -
Decision Reference DRN-5913204
1 Dec 2025 Volvo Car UK Limited Not upheldConsumer CreditDRN-5913204 The complaint Mr F complains that Volvo Car UK Limited sent data to third parties when sending communications about his hire agreement. What happened In February 2023 Mr F was supplied with a car and entered into a hire agreement with Volvo. At the time of entering into the ... (2 pages)View decision -
Decision Reference DRN-5988841
1 Dec 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5988841 The complaint Mrs Q complains that Kroo Bank Ltd (“Kroo”) won’t refund payments made as part of a scam. Mrs Q is being represented by her son, Mr Q, in bringing this complaint. What happened The detailed background to this complaint is well known to the parties and has bee... (5 pages)View decision -
Decision Reference DRN-5746876
1 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5746876 The complaint Mrs B has complained that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. What happened Both sides are most familiar with the case and we must anonymise decisions, so I will summarise what happened relatively briefly. In late 2024... (3 pages)View decision -
Decision Reference DRN-5746909
1 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5746909 The complaint Mrs B has complained that Barclays Bank UK PLC won’t refund the money she lost after falling victim to a scam. What happened Both sides are most familiar with the case and we must anonymise decisions, so I will summarise what happened relatively briefly. In lat... (3 pages)View decision -
Decision Reference DRN-5926438
1 Dec 2025 Ald Automotive Limited Not upheldConsumer CreditDRN-5926438 The complaint Mr A complains about end of contract charges when his agreement with Ald Automotive Limited ended. What happened In April 2022 Mr A was supplied with a car and entered a three-year lease agreement with Ald Automotive. At the end of the agreement the car was ins... (3 pages)View decision -
Decision Reference DRN-5824907
1 Dec 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5824907 The complaint Mr S complains that Bank of Scotland plc trading as Halifax refused to waive or re-negotiate the early repayment charge (ERC) for his mortgage when mortgage interest rates increased. Mr S says the ERC is a misrepresentation and an unfair charge as Halifax would... (3 pages)View decision -
Decision Reference DRN-5846399
1 Dec 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5846399 The complaint Miss B complains about a radiator fault on a used car she acquired through a hire purchase agreement (HPA), financed by Tandem Motor Finance Limited trading as Tandem (Tandem). What happened In March 2024, Miss B acquired a used car through a HPA, financed by T... (5 pages)View decision