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 367300 results
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Decision Reference DRN-5404597
18 Mar 2025 The Royal London Mutual Insurance Society Limited UpheldInsuranceDRN-5404597 The complaint Mr R complains about the surrender value of his life assurance policy held with The Royal London Mutual Insurance Society Limited as he feels it should be higher, due to the number of years the policy has been in place. What happened In 1975 Mr R took out two i... (7 pages)View decision -
Decision Reference DRN-5361260
18 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5361260 The complaint Mr S has complained about how HSBC UK Bank Plc dealt with a claim in relation to goods and services he’d part paid for on his credit card. What happened The circumstances of the complaint are well known to the parties so I’m not going to go over everything aga... (7 pages)View decision -
Decision Reference DRN-5213727
18 Mar 2025 Black Horse Limited Not upheldConsumer CreditDRN-5213727 The complaint Mrs B complains that Black Horse Limited has acted unfairly in respect of an electric car she acquired via a hire purchase agreement with it. What happened In 2017 Mrs B entered into a reservation agreement for an electric car with the manufacturer and paid £10... (3 pages)View decision -
Decision Reference DRN-5389063
18 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5389063 The complaint Mr K complains Monzo Bank Ltd unfairly closed his account and applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to both partie... (3 pages)View decision -
Decision Reference DRN-5349940
18 Mar 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5349940 The complaint Mr R complains that Marshmallow Insurance Limited provided poor customer service and poor-quality repairs to his car which has affected the re sale value, and caused him distress and inconvenience. What happened In December 2023 Mr R had an accident. His car wa... (3 pages)View decision -
Decision Reference DRN-5402533
18 Mar 2025 Truscott Wealth Management Limited UpheldPensions and AnnuitiesDRN-5402533 The complaint Mr C complains that Truscott Wealth Management Limited (‘TWM’) didn’t complete the transfer from his defined benefit (DB) pension to Prudential in a timely manner which has led to him missing out on a higher transfer value. He wants to be reimbursed for his fin... (8 pages)View decision -
Decision Reference DRN-5395204
18 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5395204 The complaint Miss A complains about how Aviva Insurance Limited settled a claim made on her motor insurance policy. Reference to Aviva includes its agents. What happened Miss A holds a motor insurance policy with Aviva. When her car was involved in an incident, she called a... (4 pages)View decision -
Decision Reference DRN-5396481
18 Mar 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5396481 The complaint Mrs C complains that Casualty & General Insurance Company (Europe) Ltd (“C&G”) unfairly declined a claim under her pet insurance policy. Where I refer to C&G, this includes the actions of its agents and claims handlers for which it takes responsibi... (3 pages)View decision -
Decision Reference DRN-5307119
18 Mar 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5307119 The complaint Mr P complains that Tesco Personal Finance Limited trading as Tesco Bank stopped sending him statements by post without telling him. What happened Mr P has a Tesco credit card. In late 2024, he complained to Tesco that because it stopped sending him monthly sta... (3 pages)View decision -
Decision Reference DRN-5359935
18 Mar 2025 Motorpoint Limited Not upheldConsumer CreditDRN-5359935 The complaint Mr T complains Motorpoint Limited mis-sold him a Hire Purchase Agreement. What happened In August 2023, Mr T acquired a car via a Hire Purchase Agreement, with the finance arranged by Motorpoint. In January 2024, Mr T raised concerns Motorpoint mis-sold the a... (2 pages)View decision
