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 387322 results
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Decision Reference DRN-6023798
31 Dec 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-6023798 The complaint Mr D was unhappy that his Scottish Widows Limited (Scottish Widows) pension platform did not allow for fund switches to be made or give him enough information about his funds’ performance. He felt having to call or write to switch funds was too slow and that th... (2 pages)View decision -
Decision Reference DRN-5994729
31 Dec 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5994729 The complaint Mr O complains that Phoenix Life Limited trading as Standard Life sent him a letter about a change of funds that was full of jargon. And when he called up to get clearer information he was given poor customer service and put on hold a number of times. What happ... (3 pages)View decision -
Decision Reference DRN-5920429
31 Dec 2025 Rockland Risk Services Limited Not upheldInsuranceDRN-5920429 The complaint Mrs and Mr S complain Rockland Risk Services Limited (RRS) mis-sold their commercial property insurance. Mrs and Mr S are both complainants. For ease of reading and as he’s been the main correspondent, I’ve generally only referred to Mr S. What happened Mr S ... (6 pages)View decision -
Decision Reference DRN-6023671
31 Dec 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-6023671 The complaint Mr B complains that The Royal London Mutual Insurance Society Limited (RL) invested him in a default fund despite his instructions not to. He believes this may have caused him a loss. What happened The investigator set out the background to this complaint in hi... (4 pages)View decision -
Decision Reference DRN-6016195
31 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6016195 The complaint Mr M complained because he felt Admiral Insurance (Gibraltar) Limited unfairly declined his contents insurance claim for the theft of and malicious damage to his contents and for the cost of alternative accommodation. Mr M also referred to how his claim had bee... (9 pages)View decision -
Decision Reference DRN-6018121
31 Dec 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-6018121 The complaint Mr M complains that Metro Bank PLC failed to properly pursue his chargeback request. What happened On 3 December 2024 Mr M ordered goods online at a cost of £1,520.62 making payment from his Metro account. The goods were sent in three deliveries, but he says he... (3 pages)View decision -
Decision Reference DRN-5862580
31 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5862580 The complaint Mr C’s and Mrs C’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and... (15 pages)View decision -
Decision Reference DRN-5495123
31 Dec 2025 Phoenix Life Limited Not upheldInsuranceDRN-5495123 The complaint Mrs G is unhappy with how Phoenix Life Limited dealt with an attempt by a third party to surrender her whole of life policy. She feels it didn’t spot the attempt quickly enough and this has caused her significant distress. What happened Mrs G had held the polic... (2 pages)View decision -
Decision Reference DRN-6010055
31 Dec 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-6010055 The complaint Mrs B complains that American Express Services Europe Limited (AESEL) did not properly pursue her chargeback request and rejected her claim under section 75 Consumer Credit Act 1974 (“s.75”). What happened In November 2024 Mrs B purchased a bag online at a cost... (3 pages)View decision -
Decision Reference DRN-5827354
31 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5827354 The complaint Ms K has complained Monzo Bank Ltd lodged a fraud-related marker on the industry database CIFAS in her name. What happened In May 2024, Monzo received a fraud report from another bank about two payments made into Ms K’s account. These payments were for £1,000 ... (3 pages)View decision