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 386975 results
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Decision Reference DRN-5847044
30 Dec 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5847044 The complaint Mr A has complained about the way Inter Partner Assistance SA (“IPA”) handled a claim he made under his Home Emergency policy. What happened On 7 November 2024 Mr A contacted IPA due to a problem with the hot water and central heating at his property. The next ... (3 pages)View decision -
Decision Reference DRN-5762212
30 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5762212 The complaint Mr and Mrs V complain that Barclays Bank UK PLC won’t reimburse money they lost to fraud. Mrs V is the principal complainant here, so for ease of reading I have only referred to her throughout my decision. What happened As the circumstances of this complaint ar... (3 pages)View decision -
Decision Reference DRN-6028382
30 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6028382 The complaint Mrs S complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known... (4 pages)View decision -
Decision Reference DRN-6016916
30 Dec 2025 AJ Bell Securities Limited Not upheldBanking and PaymentsDRN-6016916 The complaint Mr C is unhappy with AJ Bell Securities Limited. Mr C said AJ Bell failed to complete his Lifetime ISA (LISA) transfer on 1 March 2024. He said interest wasn’t paid for 8 days during March 2024. Mr C said AJ Bell didn’t pay the £1,000 lifetime ISA bonus for th... (3 pages)View decision -
Decision Reference DRN-5982574
30 Dec 2025 Prudential Pensions Limited Not upheldPensions and AnnuitiesDRN-5982574 The complaint Mr H complains that his premiums to his Prudential Free-Standing Additional Voluntary Contribution (FSAVC) pension plan stopped when he reached his normal retirement date, even though he had contacted Prudential to tell it he wanted them to continue. What happe... (4 pages)View decision -
Decision Reference DRN-5970505
30 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5970505 The complaint Ms C complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to ... (4 pages)View decision -
Decision Reference DRN-5314637
30 Dec 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5314637 The complaint P, a company, complains that Prepay Technologies Ltd (‘Prepay’) won’t refund payments that happened as part of a scam. Mr L, a director of P, brings the complaint on P’s behalf. What happened The details of this complaint are well known to both parties, so I’ll... (3 pages)View decision -
Decision Reference DRN-4625221
30 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4625221 The complaint Mr D’s complaint is, in essence, 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 (as amended) (the ‘CCA’), and (2) d... (8 pages)View decision -
Decision Reference DRN-5970489
30 Dec 2025 ACUMEN FINANCIAL ADVISERS LIMITED Not upheldInsuranceDRN-5970489 The complaint Mr F has complained that Acumen Financial Advisers Limited trading as Acumen Mortgages (‘Acumen’) mis-sold an income protection policy to him and didn’t provide him with clear information or support. What happened Mr F bought an income protection policy through... (2 pages)View decision -
Decision Reference DRN-5962926
30 Dec 2025 Virgin Media Mobile Finance Limited Not upheldConsumer CreditDRN-5962926 The complaint Mr B complains about the outstanding amount owed under a fixed sum loan agreement, taken out with Virgin Media Mobile Finance Limited. What happened In July 2022, Mr B took out a fixed sum loan agreement with Virgin to buy a brand new mobile telephone handset. ... (3 pages)View decision
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