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 381082 results
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Decision Reference DRN-5669612
21 Jul 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5669612 The complaint Mrs D complains Clydesdale Bank plc (trading as Virgin Money) should have done more to help her get her money back for a holiday she booked that went wrong. What happened As both sides already know what happened, I’ve only summarised the key events below. In ... (7 pages)View decision -
Decision Reference DRN-5602748
21 Jul 2025 IWP Financial Planning Limited Not upheldPensions and AnnuitiesDRN-5602748 The complaint Mr M says IWP Financial Planning Limited trading as Alexander Grace (‘AG’) is responsible for the mismanagement of his portfolios since 2016, leading to their underperformance and a financial loss that he seeks to recover. What happened His complaint relates t... (13 pages)View decision -
Decision Reference DRN-5659363
21 Jul 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5659363 The complaint Mr K and Mrs T complain about AXA Insurance UK Plc’s handling of a claim under their home insurance policy. AXA has been represented by its agents during the claim. All references to AXA include its agents. What happened Mr K and Mrs T had a home insurance polic... (4 pages)View decision -
Decision Reference DRN-5547554
21 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5547554 The complaint Mr M complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened Mr M had an account with Monzo. In January 2025, it was credited with payments from ... (3 pages)View decision -
Decision Reference DRN-5573435
21 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5573435 The complaint Mr D1, Mrs D, Ms D, Mr D2 and Mr D3 complained that Aviva Insurance Limited declined their travel insurance claim and mis-sold the policy. As Mr D1 has taken the lead on the claim and complaint I’ll refer to Mr D1 to include all the complainants unless the fac... (3 pages)View decision -
Decision Reference DRN-5704026
21 Jul 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5704026 The complaint Mr and Mrs S’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)... (28 pages)View decision -
Decision Reference DRN-5680905
21 Jul 2025 Mortgage Advice Bureau Limited UpheldMortgagesDRN-5680905 The complaint Ms I complains that she asked for a Level 3 full structural survey from Mortgage Advice Bureau Limited (“MAB”) on the property she intended buying but there was a substantial delay in getting it done. When Ms I got the survey report she pulled out of the house ... (4 pages)View decision -
Decision Reference DRN-5704138
21 Jul 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5704138 The complaint Ms K is unhappy that BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (“BFS”) is seeking payment for repairs to the car she returned following a voluntary termination of her credit agreement. When I refer to what Ms K has said and what ... (5 pages)View decision -
Decision Reference DRN-5356721
21 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5356721 The complaint Miss W complains that HSBC UK Bank Plc won’t refund the full amount of money she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of bo... (3 pages)View decision -
Decision Reference DRN-5689709
21 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5689709 The complaint Mr A complains that Aviva Insurance Limited has unfairly handled a claim made on his commercial buildings insurance policy. Mr A feels delays were added to the claim journey and this increased the time his property was unable to be re-let and he suffered a fina... (4 pages)View decision
