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 380824 results
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Decision Reference DRN-5712375
8 Aug 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5712375 The complaint Miss R complains that Bank of Scotland plc (BOS) mis-sold her an interest-only mortgage. She says that BOS didn’t make any checks as to how she would repay the balance when the term had expired. What happened Miss R took out an interest-only mortgage with BOS i... (3 pages)View decision -
Decision Reference DRN-5545683
8 Aug 2025 Wakam UK Limited UpheldInsuranceDRN-5545683 The complaint Mr R’s complaint is about a claim he made on his Wakam UK Limited pet insurance policy, which was declined. Mr R feels Wakam treated him unfairly and wants them to pay his claim. What happened Mr R took out a pet insurance policy with Wakam which started to run... (3 pages)View decision -
Decision Reference DRN-5744038
8 Aug 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5744038 The complaint Mr J’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna Consumer Finance (‘the Lender’), acted unfairly and unreasonably by (1) deciding against paying a claim made under Section 75 of the Consumer Credit Act 1974 (‘CCA’), (2) bein... (4 pages)View decision -
Decision Reference DRN-5740602
8 Aug 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5740602 The complaint Mr and Mrs D complain Astrenska Insurance Limited offered them a travel insurance policy in error, and sent the policy documents to their old address. What happened Mr and Mrs D intended to travel abroad on holiday to celebrate a milestone anniversary in June 2... (3 pages)View decision -
Decision Reference DRN-5607765
8 Aug 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5607765 The complaint Mr M complains about First Central Underwriting Limited’s (‘First Central’) handling of a claim he made under his motor insurance policy. What happened Mr M held a motor insurance policy underwritten by First Central Underwriting Limited (‘First Central’). He ... (4 pages)View decision -
Decision Reference DRN-5466731
8 Aug 2025 Brooks Macdonald Financial Consulting Ltd UpheldPensions and AnnuitiesDRN-5466731 The complaint Mr E complains about delays caused by Brooks Macdonald Financial Consulting Limited (“BM”) in arranging an investment in his Self-Invested Personal Pension (“SIPP”). What happened Mr E had a SIPP with a firm that I’ll refer to as Firm C in this decision. He wa... (4 pages)View decision -
Decision Reference DRN-5209728
8 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5209728 The complaint Ms R complains that Monzo Bank Ltd (“Monzo”) won’t refund her the money she lost after she fell victim to an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties and has been laid out in detail by o... (4 pages)View decision -
Decision Reference DRN-5743766
8 Aug 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5743766 The complaint Miss P complains about the settlement of a claim by Lloyds Bank General Insurance Limited on her home insurance policy. What happened The facts of the case are well known to both parties and so I won’t go into detail about them here. In summary, Miss P raised a... (4 pages)View decision -
Decision Reference DRN-5646285
8 Aug 2025 Mike Oliver Associates UpheldPensions and AnnuitiesDRN-5646285 The complaint Mrs S complains that Mike Oliver Associates didn’t inform her prior to her transferring her self-invested personal pension (SIPP) from Company A to Interactive Investors (II) that it would no longer be able to provide her with an ongoing service. Mrs S says th... (7 pages)View decision -
Decision Reference DRN-5646288
8 Aug 2025 Mike Oliver Associates UpheldPensions and AnnuitiesDRN-5646288 The complaint Mr S complains that Mike Oliver Associates (MOA) didn’t inform him prior to him transferring his self-invested personal pension (SIPP) from Company A to Interactive Investors (II) that it would no longer be able to provide him with an ongoing service. Mr S say... (6 pages)View decision
