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 384134 results
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Decision Reference DRN-5498467
7 Jul 2025 The New India Assurance Company Limited UpheldInsuranceDRN-5498467 The complaint T, a company, has complained about its property insurer The New India Assurance Company Limited (NIA) which has avoided T’s policy (treated it as though it never existed) and, by association, declined its claim. What happened T was notified in November 2023 th... (2 pages)View decision -
Decision Reference DRN-5674548
7 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5674548 The complaint Mr O complains that Monzo Bank Ltd blocked and then closed his account with it, and that it placed a fraud marker with CIFAS, the UK’s main fraud alert and prevention service. What happened Mr O received a number of payments into his Monzo account in March 2024... (2 pages)View decision -
Decision Reference DRN-5355390
7 Jul 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5355390 The complaint Mr R complains that the car he acquired through a hire purchase agreement with CA AUTO FINANCE UK LTD (“CA AUTO”) wasn’t of satisfactory quality. He wants to reject the car. What happened Mr R entered a hire purchase agreement in June 2023 to acquire a used car... (4 pages)View decision -
Decision Reference DRN-5631857
7 Jul 2025 Rhys Lewis Independent Financial Advisor Not upheldInvestmentsDRN-5631857 The complaint Ms J complains Rhys Lewis Independent Financial Advisor (RLIFA) has unfairly deducted fees from her investments without providing any products or services in exchange. What happened Ms J met with RLIFA around 25 years ago. At this time she purchased an investm... (3 pages)View decision -
Decision Reference DRN-5501648
7 Jul 2025 Everyday Lending Limited UpheldConsumer CreditDRN-5501648 The complaint Mr D complains that Everyday Lending Limited lent to him without carrying out sufficient affordability checks on the additional £1,000 over and above the £5,000 he’d applied for. What happened Mr D took one loan and here is a brief table showing some details. A... (6 pages)View decision -
Decision Reference DRN-5672637
7 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5672637 The complaint Mr A has complained about American Express Service Europe Limited (AESEL)’s handling of his refund claim. Mr A has complained together with Miss A, an additional card holder on his AESEL credit card account, and the person who made the disputed purchase. Becau... (4 pages)View decision -
Decision Reference DRN-5441703
7 Jul 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5441703 The complaint Mr B has complained that his commercial vehicle insurer, Haven Insurance Company Limited (‘Haven’) unfairly declined a claim he made on his policy which it subsequently decided to cancel. Mr B brought his complaint to us through a representative but for ease I... (5 pages)View decision -
Decision Reference DRN-5632235
7 Jul 2025 Creation Financial Services Limited UpheldBanking and PaymentsDRN-5632235 The complaint Mrs H complains Creation Financial Services Limited (“Creation”) closed her account without providing her with proper notice. What happened In January 2025, Creation closed Mrs H’s credit card account. Mrs H said she received no notice of this, but Creation sa... (2 pages)View decision -
Decision Reference DRN-5625449
7 Jul 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5625449 The complaint Ms K complains that MBNA Limited has recorded adverse information on her credit file in relation to a credit card account she had with it. What happened Ms K says that as a result of some very difficult personal situations, she got into difficulty repaying her... (2 pages)View decision -
Decision Reference DRN-5672919
7 Jul 2025 Legal & General (Portfolio Management Services) Ltd Not upheldInvestmentsDRN-5672919 The complaint Mrs P and the late Mr P complain that when they tried to withdraw funds invested in the Legal and General Assurance Society Limited Investment Portfolio Service (‘IPS’), the investments and trust document could not be located. What happened Mrs P and the late M... (5 pages)View decision
