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 381082 results
-
Decision Reference DRN-5721845
29 Jul 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5721845 The complaint Mrs Q has complained about how Domestic & General Insurance Plc (D&G) dealt with a claim under an appliance warranty. Mrs Q is represented in this complaint by Mr Q, but I will normally refer to Mrs Q because she is the policyholder. What happened Mrs... (4 pages)View decision -
Decision Reference DRN-5623445
29 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5623445 The complaint and background Mr M complains that Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to an employment scam between February and May 2024. Our investigator didn’t uphold the complaint. While he thought that Revolut should have intervene... (2 pages)View decision -
Decision Reference DRN-5336244
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5336244 The complaint Mr J is unhappy Monzo Bank Ltd (Monzo) closed his account without giving him a reason why. What happened The facts of this case are well known to both parties, so I have summarised below. Monzo notified Mr J on 29 April 2024 that it would be closing his accou... (3 pages)View decision -
Decision Reference DRN-5695936
29 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5695936 The complaint Ms L complains that Santander UK Plc (Santander) incorrectly allocated payments to her credit card and provided poor customer service. What happened In October 2024 Ms L took out a credit card with Santander. There would be 0% interest for three months and 0% i... (2 pages)View decision -
Decision Reference DRN-4565829
29 Jul 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4565829 The complaint Mr B complains that Aviva Life & Pensions UK Limited gave him unsuitable advice to take out a Reviewable Whole of Life Policy. What happened In 2003 Mr B met with Aviva to discuss making charitable donations. The notes of the fact find showed that Mr B only... (4 pages)View decision -
Decision Reference DRN-5695326
29 Jul 2025 AJ Bell Management Limited Not upheldInvestmentsDRN-5695326 The complaint Mr and Mrs N complain that AJ Bell Management Limited has provided insufficient information and support regarding American Depository Receipt (ADR) investments held in their general investment accounts. What happened Prior to March 2022, Mr and Mrs N had bought... (4 pages)View decision -
Decision Reference DRN-5646631
29 Jul 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5646631 The complaint Mr S has complained about the way his motor insurer, Tesco Underwriting Limited (‘Tesco’) dealt with a claim he made on his policy. Tesco is the underwriter of this policy i.e., the insurer. During the claim Mr S also dealt with other businesses who act as Tes... (5 pages)View decision -
Decision Reference DRN-5721605
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5721605 The complaint Mr M complains Monzo Bank Ltd failed to identify and take any action when he began spending compulsively. He believes he’s lost out as a result and would like Monzo to compensate him this. Note: Whilst Mr M has brought this complaint with the assistance of a re... (3 pages)View decision -
Decision Reference DRN-5258769
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5258769 The complaint Mr K complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr K says that following a phishing email he received a call from someone purporting to be from Monzo’s fraud department on 27 June 2024... (3 pages)View decision -
Decision Reference DRN-5691849
29 Jul 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5691849 The complaint Mr K complains about the claim settlement offered by Advantage Insurance Company Limited (‘Advantage’) following a claim on his motor insurance policy. He is also unhappy with the service provided and other aspects of Advantage’s claim response. Some of Mr K’s ... (3 pages)View decision
