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
-
Decision Reference DRN-5760371
24 Sep 2025 Marshmallow Insurance Limited Not upheldInsuranceDRN-5760371 The complaint Mr C complains about the lack of accessible cancellation options made available by Marshmallow Insurance Limited (“Marshmallow”) and the limited methods available to contact customer services, when he wanted to cancel his car insurance policy. What happened Mr... (3 pages)View decision -
Decision Reference DRN-5836675
24 Sep 2025 esure Insurance Limited UpheldInsuranceDRN-5836675 The complaint Mr A complains about how esure insurance Limited has handled and offered to settle a claim on their buildings insurance policy following an escape of water. What happened Mr A suffered an escape of water in his property in early September 2023. He raised a clai... (4 pages)View decision -
Decision Reference DRN-5481701
24 Sep 2025 Lifesearch Partners Limited UpheldInsuranceDRN-5481701 The complaint Mrs S and Mr S’s complaint against Lifesearch Partners Limited (“Lifesearch”) is about the term of their mortgage protection policy. What happened Following advice from Lifesearch in March 2024, Mrs S and Mr S agreed to take out a protection plan which consist... (3 pages)View decision -
Decision Reference DRN-5730619
24 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5730619 The complaint Miss B complains that Monzo Bank Ltd closed her account without providing a proper explanation. Miss B is also unhappy that Monzo referred her to its well-being support team. To put things right, Miss B would like the account to be re-opened and compensated fo... (3 pages)View decision -
Decision Reference DRN-5557325
24 Sep 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5557325 The complaint Mr O complains that Madison CF UK Limited trading as 118 118 Money (Madison) lent to him when he could not afford to repay the loan. Mr O also says that Madison failed to take proper account of his vulnerabilities. What happened Mr O took one loan from Madison ... (4 pages)View decision -
Decision Reference DRN-5732279
24 Sep 2025 V12 Retail Finance Limited Not upheldConsumer CreditDRN-5732279 The complaint Mr T complains V12 Retail Finance Limited (V12) unfairly refused to remove a missed payment marker from his credit file. What happened On or around 8 March 2022, Mr T bought jewellery with a fixed-sum loan from V12. After a £255 deposit, £1,895 was left to repa... (2 pages)View decision -
Decision Reference DRN-5695486
24 Sep 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5695486 The complaint Mr P complains that Aviva Life & Pensions UK Limited (“Aviva”) failed to pay some pension benefits due to him in a timely manner. What happened Mr P has been assisted in his dealings with Aviva by his financial advisor who is also a relative. But in this de... (3 pages)View decision -
Decision Reference DRN-5734294
24 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5734294 The complaint Miss W complains Monzo Bank Limited (Monzo) failed to carry out sufficient financial checks before it approved credit card facilities for her. What happened Miss W says Monzo approved “Flex” credit card accounts for her in June 2023 with a credit limit of £2,00... (4 pages)View decision -
Decision Reference DRN-5683919
24 Sep 2025 VANGUARD ASSET MANAGEMENT, LTD. Not upheldInvestmentsDRN-5683919 The complaint Mr Y complains that he was unable to access funds to make investments through his account with Vanguard Asset Management Ltd (Vanguard). What happened The background to this complaint is well known to all parties so I’ll just give a broad overview here. Mr Y ... (4 pages)View decision -
Decision Reference DRN-5831152
24 Sep 2025 Best Practice IFA Group Limited Not upheldPensions and AnnuitiesDRN-5831152 The complaint Ms S complains that Best Practice IFA Group Limited (‘Best Practice’) failed to provide an ongoing advice service in relation to her pension despite paying for it and mismanaged her pension fund, including carrying out a high volume of unbeneficial algorithmic ... (12 pages)View decision
