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 381195 results
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Decision Reference DRN-5795533
19 Sep 2025 Utmost Life and Pensions Limited Not upheldPensions and AnnuitiesDRN-5795533 The complaint Mr W complains that Utmost Life And Pensions Limited (Utmost) haven’t been able to find any record of his pension he took out with Equitable Life in 1994. What happened Our investigator set out the background to this complaint in his letter of recommendation fo... (3 pages)View decision -
Decision Reference DRN-5655782
19 Sep 2025 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-5655782 The complaint The trustees for the S Trust (‘the trust’) complain that The Prudential Assurance Company Limited (‘Prudential’) gave poor service when they asked it to pay out an investment plan. What happened The trust held an investment plan with Prudential. In July 2024 a ... (5 pages)View decision -
Decision Reference DRN-5828914
19 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5828914 The complaint Mr H has complained that Revolut Ltd won’t refund money he says he lost to a scam. What happened Mr H has said he met the scammer (who I shall refer to as S) in December 2022 on social media and began talking romantically on a social messaging application. A fe... (3 pages)View decision -
Decision Reference DRN-5578928
19 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5578928 The complaint Mr B complains that Monzo Bank Ltd didn’t do enough to protect him from being a victim of fraud and then didn’t agree to refund his losses. Mr B wants his losses refunded along with statutory interest. Mr B is represented by a third party but for ease of refere... (4 pages)View decision -
Decision Reference DRN-5729753
19 Sep 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5729753 The complaint Mr M complains about how his insurer, Watford Insurance Company Europe Limited (Watford) handled a claim for damage to his vehicle in an accident. Specifically, Mr M is unhappy with the valuation of his vehicle as a total loss, but also that Watford disposed of... (5 pages)View decision -
Decision Reference DRN-5811527
19 Sep 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5811527 The complaint Mrs P argues that Creation Consumer Finance Ltd (trading as Creation) lent irresponsibly to her when it agreed a loan. What happened In February 2023 Creation agreed a £25,000 loan for Mrs P. The loan was to be repaid over 60 months, with a monthly repayment of... (5 pages)View decision -
Decision Reference DRN-5804162
19 Sep 2025 esure Insurance Limited Not upheldInsuranceDRN-5804162 The complaint Mr R complains about the actions of esure Insurance Limited (‘esure’) when recording a fraud marker against his name on the national fraud database (‘CIFAS’). What happened The background to this complaint is well known to Mr R and esure. I won’t repeat in deta... (2 pages)View decision -
Decision Reference DRN-5677003
19 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5677003 The complaint Mrs V complains about the way Barclays Bank UK PLC handled a claim she made to it. What happened The parties are familiar with the background of this complaint so I won’t go into detail here. It reflects my informal remit. In summary, in February 2024 Mrs V use... (3 pages)View decision -
Decision Reference DRN-5819798
19 Sep 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5819798 The complaint Mr H says Blue Motor Finance Ltd (‘Blue Motor’), has poorly administrated the early termination of his car finance agreement. What happened This complaint is about a hire purchase agreement that Mr H took out to purchase a car in April 2022. The vehicle had a r... (3 pages)View decision -
Decision Reference DRN-5672036
19 Sep 2025 RAC FINANCIAL SERVICES LIMITED Not upheldInsuranceDRN-5672036 The complaint Mrs P complains that RAC Financial Services Limited (‘RAC’) unfairly charged a cancellation fee when she cancelled her motor insurance. What happened Mrs P bought an RAC breakdown insurance policy online on 20 February 2025 to start on 31 March. On 27 March she... (2 pages)View decision
