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-5837299
25 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5837299 The complaint Mr M is unhappy with how Aviva Insurance Limited (Aviva) has handled his private medical insurance claim and with the worry and stress that was caused as a result. What happened Mr M has a private medical insurance policy through his employer which started on 1... (3 pages)View decision -
Decision Reference DRN-5711444
25 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5711444 The complaint Mr G is unhappy his claim was declined by Aviva Insurance Limited (“Aviva”) under his home insurance policy as Aviva said the damage wasn’t caused by an insured event. What happened Mr G made a claim to Aviva when water was coming into his property from outside... (2 pages)View decision -
Decision Reference DRN-5956200
25 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5956200 The complaint Mrs M complains that Monzo Bank Ltd (“Monzo”), have failed to refund money that she lost as part of an investment scam. What happened Mrs M came across three companies that purported to be investment firms, but they were actually scams. I will call these firm... (3 pages)View decision -
Decision Reference DRN-5923536
25 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5923536 The complaint Mr L complains that he received his July 2025 credit card statement from NewDay Ltd after the payment due date. What happened Mr L is unhappy because he received his John Lewis Partnership credit card statement dated 15 July 2025 the day after the payment due d... (2 pages)View decision -
Decision Reference DRN-5973161
25 Nov 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5973161 The complaint Mr and Mrs M’s complaint is, in essence, that First Holiday Finance Ltd (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 1974 (as amended) (the ‘CCA’) and ... (12 pages)View decision -
Decision Reference DRN-5973508
25 Nov 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5973508 The complaint Mr G complains that AmTrust Specialty Limited declined his travel insurance claim. My references to AmTrust include its agents. What happened Mr G took out gadget cover as part of his travel insurance policy. The gadget cover was insured by AmTrust. During hi... (3 pages)View decision -
Decision Reference DRN-5975125
25 Nov 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5975125 The complaint Mr B complains about the handling of his account by Santander Consumer UK Plc trading as Santander Consumer Finance (Santander) when he was in arrears. What happened Mr B entered a conditional sale agreement in December 2022 for a used car financed by Santande... (3 pages)View decision -
Decision Reference DRN-5644469
25 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5644469 The complaint Mr F complains that HSBC UK Bank Plc (‘HSBC’) reversed payments from his account and unfairly registered a default on his credit file. What happened Mr F held a graduate account with HSBC with an arranged overdraft facility. In June 2024, Mr F received four pa... (4 pages)View decision -
Decision Reference DRN-5583165
25 Nov 2025 Idealing.com Limited Not upheldInvestmentsDRN-5583165 The complaint The estate of Mrs S (‘the estate’) complains that Idealing.com Limited (‘ID’) refused to make a payment by CHAPS and so caused delay and increased costs for the estate It also ID failed to provide information needed for the administration of the estate. This co... (6 pages)View decision -
Decision Reference DRN-5954532
25 Nov 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5954532 The complaint Mr O complains that Aviva Life & Pensions UK Limited (Aviva) caused an avoidable delay when he wanted to take the benefits from his personal pension plans. And that this has led to a financial loss. What happened Mr O had six personal pension plans with Avi... (5 pages)View decision