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 382298 results
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Decision Reference DRN-5880048
11 Nov 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5880048 The complaint Mr G complains that Scottish Equitable plc trading as Aegon delayed his request to transfer his pension to another provider and he’s suffered financial loss as a result. What happened Mr G had a dual personal pension policy with Aegon. The dual policy had two ... (16 pages)View decision -
Decision Reference DRN-5939681
11 Nov 2025 ReAssure Life Limited Not upheldInsuranceDRN-5939681 The complaint Mr and Mrs P complain, through their representative, about a reviewable whole of life (RWOL) policy they hold with ReAssure Life Limited. They’re unhappy with the outcome of a policy review in 2020 which meant they were asked to significantly increase their mon... (7 pages)View decision -
Decision Reference DRN-5893644
11 Nov 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5893644 Complaint Mr R complains that Moneybarn No.1 Limited (trading as “Moneybarn”) unfairly entered into a conditional sale agreement with him. He’s said that the agreement was unaffordable and that this created ongoing difficulty as he ended up missing payments to priority credi... (4 pages)View decision -
Decision Reference DRN-5936195
11 Nov 2025 U K Insurance Limited UpheldInsuranceDRN-5936195 The complaint Mrs J and X have complained that U K Insurance Limited trading as Direct Line (“UKI”) has not settled a home insurance claim. They are represented by Mr J. What happened The background to this complaint is well known the parties so it serves no purpose for me t... (4 pages)View decision -
Decision Reference DRN-5941412
11 Nov 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5941412 The complaint Mr D is unhappy that a car supplied to him under a conditional sale agreement with Santander Consumer (UK) Plc trading as Volvo Car Finance (‘Santander’) was of an unsatisfactory quality. What happened In August 2023, Mr D was supplied with a used car through ... (8 pages)View decision -
Decision Reference DRN-5756016
11 Nov 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5756016 The complaint Miss S complained that Tesco Underwriting Limited (“Tesco”) unfairly declined her claim for damage caused by a storm, under her home insurance policy. She was also disappointed with the communication received about her claim. What happened Miss S made a claim t... (3 pages)View decision -
Decision Reference DRN-5852416
11 Nov 2025 Bank of Scotland Plc Not upheldInsuranceDRN-5852416 The complaint Mr K has complained about the actions of Bank of Scotland Plc trading as Halifax (‘BoS’) in relation to home insurance communication. For the avoidance of doubt, the term ‘BoS’ also includes reference to its agents. What happened Mr K complained to BoS on 12 Fe... (3 pages)View decision -
Decision Reference DRN-5775753
11 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5775753 The complaint Miss Z complains about how Aviva Insurance Limited (Aviva) handled a claim under her motor insurance policy following an accident. She’s unhappy at Aviva’s valuation of her vehicle as a total loss, saying their valuation is too low and should be higher to refle... (7 pages)View decision -
Decision Reference DRN-5942999
11 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5942999 The complaint Miss A and Mr A complain about Admiral Insurance (Gibraltar) Limited (Admiral) not refunding a premium they paid to add an additional vehicle to their multi-cover insurance policy, when they cancelled the cover for the additional vehicle. Miss A and Mr A paid t... (5 pages)View decision -
Decision Reference DRN-5905088
11 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5905088 The complaint Mr P has complained about how Monzo Bank Ltd (Monzo) handled a refund claim. What happened Mr P used his Monzo debit card to purchase a coaching programme from a supplier I shall call ‘N’ in January 2024. This was paid with two transactions of £3,350.40 and £3,... (3 pages)View decision
