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-5958723
24 Nov 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5958723 The complaint Miss A complains that a car that was supplied to her under a hire purchase agreement with BMW Financial Services (GB) Limited wasn’t of satisfactory quality. What happened A new car was supplied to Miss A under a hire purchase agreement with BMW Financial Servi... (3 pages)View decision -
Decision Reference DRN-5738085
24 Nov 2025 Monzo Bank Ltd Not upheldConsumer CreditDRN-5738085 The complaint Mr E complains that Monzo Bank Ltd (Monzo) irresponsibly gave him a fixed sum loan agreement that he could not afford to repay. What happened In April 2022 Mr E applied for a fixed sum loan with Monzo. He was given a loan for £3,000. The total repayable, inclu... (3 pages)View decision -
Decision Reference DRN-5905546
24 Nov 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5905546 The complaint Mr M has complained about the service he received and the advice given by Acromas Insurance Company Limited (“Acromas”). What happened The background to this complaint is well known to both parties so I won’t repeat it again here in detail. In summary Mr M had ... (2 pages)View decision -
Decision Reference DRN-5840509
24 Nov 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5840509 The complaint Mr G complains that the value of the pension commencement lump sum (“PCLS” – otherwise known as tax free cash) paid to him by Scottish Equitable Plc trading as Aegon (“Aegon”) was less than he was told he would receive. What happened Mr G holds pension savings ... (4 pages)View decision -
Decision Reference DRN-5651505
24 Nov 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5651505 The complaint Miss K complains that the value of the voucher offered by Domestic & General Insurance Plc (D&G) for a replacement television wasn’t a suitable like for like replacement. What happened In October 2022, Miss K took out a D&G insurance policy to provi... (3 pages)View decision -
Decision Reference DRN-5960049
24 Nov 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5960049 The complaint Mr R’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 (2) decidin... (10 pages)View decision -
Decision Reference DRN-5970684
24 Nov 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5970684 The complaint Mr M complains that The Royal London Mutual Insurance Society Limited trading as Royal London refused to transfer his pension to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’). What happened In April 2024 Royal London received a request from Secure M... (6 pages)View decision -
Decision Reference DRN-5903917
24 Nov 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5903917 The complaint Mr E complains about how Liverpool Victoria Insurance Company (“LV”) dealt with a claim he made on his home insurance policy following a flood at his property. What happened In January 2024 a water pipe burst in the loft of Mr E’s home while he was away causing e... (6 pages)View decision -
Decision Reference DRN-5950848
24 Nov 2025 ReAssure Limited Not upheldInsuranceDRN-5950848 The complaint Mr P complains about the way ReAssure Limited has administered his whole of life policy. He is unhappy he was required to pay significantly increased premiums for the cover and thinks it is unjustified. What happened In 1991, Mr P took out a reviewable whole o... (4 pages)View decision -
Decision Reference DRN-5731309
24 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5731309 The complaint Your text here What happened Your text here What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint. Your text here My final decision Your text here Under t... (1 page)View decision
