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
-
Decision Reference DRN-5604681
11 Nov 2025 IG Markets Limited Not upheldInvestmentsDRN-5604681 The complaint Mr S complains that IG Markets Limited liquidated his contracts for difference positions causing him significant financial losses. What happened Mr S held a contract for difference (CFD) trading account with IG Markets Limited (IG). On 5 August 2024, Mr S was ... (4 pages)View decision -
Decision Reference DRN-5921843
11 Nov 2025 U K Insurance Limited UpheldInsuranceDRN-5921843 The complaint Mr I has complained about U K Insurance Limited’s (UKI) service following a claim he made on his motor insurance policy. Mr I’s policy is branded using one of UKI’s trading names. But for simplicity I will only refer to UKI within this decision. What happened M... (3 pages)View decision -
Decision Reference DRN-5906475
11 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5906475 The complaint Mr B complains Monzo Bank Ltd (“Monzo”) haven’t refunded money he said 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 details here. Mr B said he decided to invest in... (4 pages)View decision -
Decision Reference DRN-5848454
11 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5848454 The complaint Mr R complains about the service given to him by Santander UK Plc when he tried to add his nieces as extra account holders to his savings and current accounts. What happened In January 2025, Mr R made an application to Santander to add his nieces, Mrs P and Miss... (3 pages)View decision -
Decision Reference DRN-5616106
11 Nov 2025 Accord Mortgages Limited Not upheldMortgagesDRN-5616106 The complaint Mr and Mrs C complain about the amount of the early repayment charge (ERC) applied by Accord Mortgages Limited when they asked for a redemption statement for their mortgage. Mr and Mrs C say they took out the mortgage on the basis the ERC would only apply to 0.... (4 pages)View decision -
Decision Reference DRN-5923464
11 Nov 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5923464 The complaint Mrs D’s complained – in her capacity as executor of her late husband’s estate – that Aviva Life & Pensions UK Limited unfairly declined the claim she made after Mr D died and cancelled the policy. What happened Mr D applied to Aviva for a life and critical ... (3 pages)View decision -
Decision Reference DRN-5696930
11 Nov 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5696930 The complaint Mr B says Loans 2 Go Limited irresponsibly lent to him. What happened Mr B took out a loan for £2,000 over 24 months from Loans 2 Go in November 2024. The monthly repayments were £269.33. Mr B says he could not afford the repayments and has had multiple missed... (2 pages)View decision -
Decision Reference DRN-5720905
11 Nov 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5720905 The complaint Mr G complains that American Express Services Europe Limited (Amex) declined his claim made under Section 75 of the Consumer Act 1975 (‘Section 75’). What happened Mr G bought a car from a dealership I’ll refer to as X. The car was for him to use, as well as h... (3 pages)View decision -
Decision Reference DRN-5767803
11 Nov 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5767803 The complaint Mr S is unhappy that when he asked MBNA Limited to offer an arrears repayment plan to him, they declined to do so. What happened Mr S has an MBNA credit card which fell into arrears towards the end of 2024. In December 2024, Mr S spoke with MBNA and agreed to m... (3 pages)View decision -
Decision Reference DRN-5895720
11 Nov 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5895720 The complaint Miss M complains about how J.P. Morgan Europe Limited trading as Chase dealt with a Direct Debit Guarantee claim. What happened Miss M says she asked Chase to refund a number of payments she made to a business I will call “A” from about September 2024 to March ... (2 pages)View decision
