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-6032507
30 Dec 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-6032507 The complaint Mr A and Mrs M have complained that Great Lakes Insurance UK Limited (trading as Virgin Money) didn’t carry over their medical declaration details at the 2024 renewal of their annual travel insurance policy, thereby invalidating their cover. As it is Mr A lead... (2 pages)View decision -
Decision Reference DRN-5851863
30 Dec 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5851863 The complaint Mrs B complains about the mis-sale of a fixed sum loan agreement she entered into with Santander Consumer (UK) Plc. What happened In November 2024, Mrs B entered into a fixed sum loan agreement for £1,095 with Santander. The loan was related to a warranty produ... (3 pages)View decision -
Decision Reference DRN-6023909
30 Dec 2025 Personal Touch Financial Services Limited UpheldInsuranceDRN-6023909 The complaint Miss B is unhappy with the sale of her personal protection insurance by Personal Touch Financial Services Limited. What happened Miss B was sold two personal protection policies by Personal Touch - a new life and critical illness insurance policy and an incom... (3 pages)View decision -
Decision Reference DRN-5849422
30 Dec 2025 MONEYBARN NO.1 LIMITED UpheldConsumer CreditDRN-5849422 The complaint Mr P complains about the quality of a vehicle that was supplied through a motor finance agreement with MONEYBARN NO.1 LIMITED (MB). What happened In December 2024, Mr P acquired a used van through a conditional sale agreement with MB. The van was about three ye... (5 pages)View decision -
Decision Reference DRN-6047701
30 Dec 2025 Interactive Brokers (U.K.) Limited Not upheldPensions and AnnuitiesDRN-6047701 The complaint Mr N complains that Interactive Brokers (U.K.) Limited (‘IBUK’) didn’t tell him at any point about its decision to restrict the types of trade customers using their self-invested personal pension (‘SIPP’) could make. He says this prevented him from executing hi... (6 pages)View decision -
Decision Reference DRN-5906888
30 Dec 2025 Goldman Sachs International Bank Not upheldBanking and PaymentsDRN-5906888 The complaint Mr W complains Goldman Sachs International Bank trading as Marcus by Goldman Sachs (“Marcus”) hasn’t refunded funds he lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the key... (4 pages)View decision -
Decision Reference DRN-6007700
30 Dec 2025 EE Limited Not upheldConsumer CreditDRN-6007700 The complaint Mrs A complains that she didn’t receive a mobile phone device which she purchased through a fixed sum loan agreement with EE Limited (EE) Mrs A has been represented on this complaint. But to keep things simple I’ll only refer to Mrs A in my decision. What happe... (2 pages)View decision -
Decision Reference DRN-5469394
30 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5469394 The complaint Mr A complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP) scam. In bringing his complaint to this service Mr A is represented, but for ease of reading I will refer to Mr A throughout this dec... (4 pages)View decision -
Decision Reference DRN-5970353
30 Dec 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5970353 The complaint Mrs C has complained that Lloyds Bank General Insurance Limited (“Lloyds”) unfairly declined a claim after her garden wall fell. What happened Mrs C held a building and contents insurance policy with Lloyds between June 2024 and June 2025. In April 2025, her ga... (2 pages)View decision -
Decision Reference DRN-5859229
30 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5859229 The complaint Mr M is unhappy that Aviva Insurance Limited have declined to cover a claim he made on his private medical insurance policy. What happened Mr M made a claim on his private medical insurance policy. He’s unhappy that Aviva declined the claim on the basis it fell... (2 pages)View decision