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 392389 results
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Decision Reference DRN-5842860
10 Dec 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5842860 The complaint Ms W complains about Liverpool Victoria Insurance Company Limited (LV) recording a fault claim against her under her motor insurance policy, following a collision with a lorry which led to her vehicle being written off. Ms W says the lorry hit her vehicle then ... (3 pages)View decision -
Decision Reference DRN-5861275
10 Dec 2025 CMC Markets UK plc Not upheldInvestmentsDRN-5861275 The complaint Mr M has raised a complaint regarding the closure of his spread-bet positions by CMC Markets UK plc (CMC). He says that he was logged into the platform and in the process of depositing funds to meet the required margin when the positions were closed automatical... (3 pages)View decision -
Decision Reference DRN-5927621
10 Dec 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5927621 The complaint Mr D complains Starling Bank Limited recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened I set out a summary below. Mr D held an account with Starling. In December 2024, it was credit... (3 pages)View decision -
Decision Reference DRN-5902446
10 Dec 2025 Think Money Limited Not upheldBanking and PaymentsDRN-5902446 The complaint Mr N complains that Think Money Limited wouldn’t open a current account for him. What happened Mr N had an account with another provider I’ll call C. C decided to withdraw from the market and to transfer its customers’ accounts to Think Money. It wrote to affec... (2 pages)View decision -
Decision Reference DRN-5956206
10 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5956206 The complaint Miss G complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost after falling victim to two scams. Miss G also complains about the poor customer service she has received from Monzo. What happened In March 2023, Miss G fell victim to two scams. ... (5 pages)View decision -
Decision Reference DRN-5967146
10 Dec 2025 Unum Ltd Not upheldInsuranceDRN-5967146 The complaint Mrs P complains Unum Ltd (Unum) has declined the claim she made under her income protection insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. Mrs P holds two income protection p... (3 pages)View decision -
Decision Reference DRN-6010336
10 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6010336 The complaint Mr G’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna Personal Finance, (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 19... (10 pages)View decision -
Decision Reference DRN-5936774
10 Dec 2025 ZILCH TECHNOLOGY LIMITED Not upheldConsumer CreditDRN-5936774 The complaint Miss O is unhappy that Zilch Technology Limited (Zilch) closed her account due to her disability and are refusing to reopen it. What happened In late October 2024, Miss O contacted Zilch to explain she was finding it hard to manage her account and make payments... (3 pages)View decision -
Decision Reference DRN-6010000
10 Dec 2025 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-6010000 The complaint Ms A and Ms A, as Trustees of the A Trust, complain about a reviewable whole of life (RWOL) policy the trust holds with Aviva Life and Pensions Limited. They’re unhappy with the level of premium needed to maintain the sum assured following the policy review in ... (5 pages)View decision -
Decision Reference DRN-5994425
10 Dec 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5994425 The complaint Miss K is unhappy that a car supplied to her under a hire purchase agreement with MotoNovo Finance Limited (MotoNovo) was not of a satisfactory quality. What happened In June 2024 Miss K was supplied with a used car through a hire purchase agreement with MotoNo... (5 pages)View decision