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 381196 results
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Decision Reference DRN-5646631
29 Jul 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5646631 The complaint Mr S has complained about the way his motor insurer, Tesco Underwriting Limited (‘Tesco’) dealt with a claim he made on his policy. Tesco is the underwriter of this policy i.e., the insurer. During the claim Mr S also dealt with other businesses who act as Tes... (5 pages)View decision -
Decision Reference DRN-5721605
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5721605 The complaint Mr M complains Monzo Bank Ltd failed to identify and take any action when he began spending compulsively. He believes he’s lost out as a result and would like Monzo to compensate him this. Note: Whilst Mr M has brought this complaint with the assistance of a re... (3 pages)View decision -
Decision Reference DRN-5258769
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5258769 The complaint Mr K complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr K says that following a phishing email he received a call from someone purporting to be from Monzo’s fraud department on 27 June 2024... (3 pages)View decision -
Decision Reference DRN-5691849
29 Jul 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5691849 The complaint Mr K complains about the claim settlement offered by Advantage Insurance Company Limited (‘Advantage’) following a claim on his motor insurance policy. He is also unhappy with the service provided and other aspects of Advantage’s claim response. Some of Mr K’s ... (3 pages)View decision -
Decision Reference DRN-4494184
29 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4494184 The complaint Mr P’s complaint is, in summary, that Mitsubishi HC Capital UK Plc (‘the Lender’), acted unfairly and unreasonably by: 1. Being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (‘CCA’). 2. Deciding against pay... (3 pages)View decision -
Decision Reference DRN-5719740
29 Jul 2025 ONMO Limited Not upheldBanking and PaymentsDRN-5719740 The complaint Mrs W complains ONMO Limited is holding her liable for payments she has disputed. What happened Around March 2023 Mrs W opened an account with “C”, an online casino. She says she loaded funds to C from her ONMO credit card account – as set out in my table below... (5 pages)View decision -
Decision Reference DRN-5721645
29 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5721645 The complaint Ms S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY trading as Ulster Bank blocked her card when she was trying to pay for shopping. And that it failed to provide a response to her complaint. What happened In December 2024, Ms S tried to use he... (3 pages)View decision -
Decision Reference DRN-5697072
29 Jul 2025 St. James's Place Wealth Management Plc Not upheldInsuranceDRN-5697072 The complaint Ms L and the estate of Mr G complain about St. James’s Place Wealth Management Plc’s (SJP) advice to take out some protection policies. They complain that they had already had suitable policies in place and that advice was therefore not suitable. What happened ... (2 pages)View decision -
Decision Reference DRN-5295124
29 Jul 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5295124 The complaint Miss I complains about the quality of a car she acquired under a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (AFS). When I refer to what Miss I and/or AFS said or did, it should also be taken to in... (5 pages)View decision -
Decision Reference DRN-5249689
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5249689 The complaint Mr F complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr F told Monzo that he booked a flight with a travel company. He logged into the airline’s app to manage his booking, but the app wasn’t... (3 pages)View decision
