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 386796 results
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Decision Reference DRN-5577921
25 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5577921 The complaint Miss M complains that Monzo Bank Ltd won’t reimburse her after she made payments for home renovation supplies that were never provided – which she now considers to have been part of a scam. What happened The circumstances of this complaint have been set out in ... (3 pages)View decision -
Decision Reference DRN-5840425
25 Nov 2025 U K Insurance Limited UpheldInsuranceDRN-5840425 The complaint Mr G has complained about the way U K Insurance Limited (UKI) handled the provision of alternative accommodation after he made a fire claim under his home insurance policy. What happened On 27 December 2024 Mr G made a claim to UKI after his home was damaged by... (3 pages)View decision -
Decision Reference DRN-5792105
25 Nov 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5792105 The complaint Mr B complains that Norwich Union/Commercial Union, now Aviva Life & Pensions UK Limited, applied a mis-sale compensation payment to his existing policy in 2000. He says he was told at the time he couldn’t have the redress paid to another policy. Mr B also ... (3 pages)View decision -
Decision Reference DRN-5972003
25 Nov 2025 Great Lakes Insurance SE UpheldInsuranceDRN-5972003 The complaint Mr M complains that Great Lakes Insurance SE has not settled a claim on his gadget insurance policy. Where I refer to Great Lakes, this includes its agents and claims handlers acting on its behalf. What happened Mr M made a claim on his gadget insurance policy ... (4 pages)View decision -
Decision Reference DRN-5778259
25 Nov 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5778259 The complaint Mr and Mrs W’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What ha... (7 pages)View decision -
Decision Reference DRN-5938062
25 Nov 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5938062 The complaint Mr and Mrs C are unhappy with the way AXA Insurance UK Plc handled a claim under their home insurance policy and about the settlement it offered them. What happened Mr and Mrs C thought they had a water leak as there was a wet patch in their garden. They instr... (4 pages)View decision -
Decision Reference DRN-5972144
25 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5972144 The complaint Miss M is unhappy Monzo Bank Ltd will not refund the money she lost as the result of a scam. Miss M brought her complaint through a representative. For ease of reading I will refer solely to Miss M in this decision. What happened As both parties are aware of ... (4 pages)View decision -
Decision Reference DRN-5955236
25 Nov 2025 Glow Financial Services Limited Not upheldConsumer CreditDRN-5955236 The complaint Mr T complains about the way Glow Financial Services Limited trading as Samsung Finance (‘Glow Financial’) handled his claim for a refund. What happened In July 2024, Mr T purchased a laptop along with accidental, damage and theft cover (the ‘cover’) from a ret... (3 pages)View decision -
Decision Reference DRN-5931623
25 Nov 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5931623 The complaint Miss H has complained that AXA Insurance UK Plc sold her car when dealing with a claim she made under her car insurance policy. Miss H wanted to keep her car. All reference to AXA in my decision includes its agents acting on AXA’s behalf. What happened Miss H m... (3 pages)View decision -
Decision Reference DRN-5637871
25 Nov 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5637871 The complaint Mr G is unhappy with how Madison CF UK Limited, trading as 118 118 Money (‘118 118’) reported his credit card to the credit reference agencies (CRAs). What happened In early April 2025 Mr G noticed his 118 118 credit card was reporting to one of the CRAs as ‘s... (3 pages)View decision
