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 381196 results
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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 -
Decision Reference DRN-5744206
24 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5744206 The complaint Miss T complains that Barclays Bank UK PLC failed to sufficiently intervene causing her to fall victim to an authorised push payment (APP) investment scam. She also did not agree that Barclays did everything it could after she reported the scam. What happened ... (3 pages)View decision -
Decision Reference DRN-5793276
24 Sep 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5793276 The complaint Mr and Mrs V complain that Intact Insurance UK Limited (‘Intact’) declined their subsidence claim under their home insurance policy. What happened The following is intended as a summary of key events only. Mr and Mrs V held a home insurance policy underwritte... (4 pages)View decision -
Decision Reference DRN-5646362
24 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5646362 The complaint Mr D complains that Barclays Bank UK PLC failed to sufficiently intervene causing him to fall victim to an authorised push payment (APP) investment scam. What happened The details of this complaint are well known to both parties and so I will not repeat them a... (2 pages)View decision -
Decision Reference DRN-5795600
24 Sep 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-5795600 The complaint Mr S complains Capquest Debt Recovery Limited trading as Erudio Student Loans (Erudio) unfairly refused to defer his student loans leading to serious issues. What happened Mr S has five student loans with Erudio – all grouped under one account – so I’ll mainly ... (5 pages)View decision -
Decision Reference DRN-5774892
24 Sep 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5774892 The complaint Mr H complains about Ageas Insurance Limited’s service in connection with a windscreen replacement claim he made on his motor insurance policy. The repairing company which replaced Mr H's windscreen operates under its own branding. But, as it was essential... (2 pages)View decision -
Decision Reference DRN-5422659
24 Sep 2025 East End Fair Finance Limited UpheldConsumer CreditDRN-5422659 The complaint Miss S complains that East End Fair Finance Limited trading as Fair Finance lent to her when she could not afford to repay it. What happened Fair Finance is a community benefit society which is an organisation whose primary purpose is to benefit the wider commu... (5 pages)View decision
