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 388057 results
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Decision Reference DRN-5699397
17 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5699397 The complaint Miss J complains that NewDay Ltd, trading as Fluid, acted irresponsibly when they didn’t notice her gambling and kept on increasing her credit card limit. What happened Miss J took out a credit card with NewDay in October 2022 with a credit limit of £2,500. N... (6 pages)View decision -
Decision Reference DRN-5628757
17 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5628757 The complaint Miss C & Mr M complain about how Aviva Insurance Limited (“Aviva”) handled their claim for storm damage to their home. When I mention Aviva I also mean its suppliers and contractors. What happened Miss C & Mr M had a home insurance policy with Aviva In ... (4 pages)View decision -
Decision Reference DRN-5646618
17 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5646618 The complaint Miss S complains that NewDay Ltd trading as Aqua (NewDay) acted irresponsibly in agreeing to a credit card account and subsequent credit limit increase as she said the lending wasn’t affordable for her. What happened In April 2022 Miss S applied for a credit ca... (4 pages)View decision -
Decision Reference DRN-5207243
17 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5207243 The complaint Ms G complains that Monzo Bank Ltd (Monzo) is refusing to refund her the amount she lost as the result of a scam. Ms G has previously been represented by a third party. To keep things simple, I will refer to Ms G throughout my decision. What happened The backgr... (3 pages)View decision -
Decision Reference DRN-5686670
17 Jul 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5686670 The complaint Mr M complains that Red Sands Insurance Company (Europe) Limited declined a claim in his pet insurance policy and said the policy was void. What happened Mr M took out a policy for his dog, underwritten by Red Sands, in November 2024. He made a claim on the pol... (3 pages)View decision -
Decision Reference DRN-5335194
17 Jul 2025 FIL Investment Services (UK) Limited Not upheldPensions and AnnuitiesDRN-5335194 The complaint Mr C complains that FIL investment services (UK) Limited (FIL) made changes to the default investment strategy for his pension plan without giving him advance notification. He would like to know what obligations FIL had to make him aware of any changes and what... (4 pages)View decision -
Decision Reference DRN-5450697
17 Jul 2025 Spreadex Limited Not upheldInvestmentsDRN-5450697 The complaint Mr B complains that Spreadex Limited (Spreadex) allowed him to open a spread bet which exposed him to a disproportionate level of risk for the balance he held. What happened Mr B has a spread betting account with Spreadex opened on 15 February 2023 which allow... (5 pages)View decision -
Decision Reference DRN-5699336
17 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5699336 The complaint Miss K complains Admiral Insurance (Gibraltar) Limited (Admiral) unfairly settled her claim on her motor insurance policy after her car was stolen. What happened Miss K made a claim on her motor insurance policy after her car was stolen. Admiral made Miss K a... (3 pages)View decision -
Decision Reference DRN-5534387
17 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5534387 The complaint Mr C complains that Monzo Bank Ltd trading as Monzo is refusing to refund him the amount he says he lost as the result of a scam. Mr C is being represented by a third party. To keep things simple, I will refer to Mr C throughout my decision. What happened The b... (3 pages)View decision -
Decision Reference DRN-5698559
17 Jul 2025 DTE Risk and Financial Management Limited UpheldPensions and AnnuitiesDRN-5698559 The complaint Mr D complains about the advice he received from DTE Risk and Financial Management Limited trading as DTE Financial Planning (‘DTE’) to switch two existing pensions to a Self- Invested Personal Pension (SIPP.) He says the original advice was unsuitable and he’s... (12 pages)View decision