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 130332 results
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Decision Reference DRN-6178145
25 Feb 2026 Zuto Limited UpheldConsumer CreditDRN-6178145 The complaint Miss S complains that Zuto Limited (Zuto) failed to respond to a Data Subject Access Request (DSAR) promptly and that they provided poor customer service. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provi... (2 pages)View decision -
Decision Reference DRN-6174878
25 Feb 2026 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-6174878 The complaint Mrs P complains that Scottish Equitable Plc trading as AEGON Scottish Equitable (‘Aegon’) unreasonably delayed and ultimately refused to transfer her pension to a new provider. She considers their customer service was unacceptable. What happened In September 20... (5 pages)View decision -
Decision Reference DRN-6178936
25 Feb 2026 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-6178936 The complaint Mr and Mrs L complain that Red Sands Insurance Company (Europe) Limited declined their travel insurance claim. My references to Red Sands include its agents. As Mrs L has taken the lead on the claim and complaint I’ll refer to Mrs L to include both complainant... (4 pages)View decision -
Decision Reference DRN-5931638
25 Feb 2026 Monzo Bank Ltd UpheldConsumer CreditDRN-5931638 The complaint Miss S complained about the way Monzo Bank Ltd administered her current account. What happened The circumstances of the complaint are well known to the parties, so I won’t go over everything again in detail. Monzo applied a default to Miss S’ current account i... (3 pages)View decision -
Decision Reference DRN-5859901
25 Feb 2026 Cabot Credit Management Group Limited UpheldConsumer CreditDRN-5859901 The complaint Ms B complains Cabot Credit Management Group Limited trading as Cabot Financial are incorrectly reporting a default to her credit file and don’t have authority to do so. What happened Ms B had an account with a lender I’ll refer to as S. Ms B fell into arrears ... (5 pages)View decision -
Decision Reference DRN-6178847
25 Feb 2026 Aviva Insurance Limited UpheldInsuranceDRN-6178847 The complaint X and Mr H complain about the amount of time Aviva Insurance Limited took to progress a claim under their legal expenses insurance policy. Where I refer to Aviva, this includes the actions of its agents and claims handlers for which it takes responsibility. For... (3 pages)View decision -
Decision Reference DRN-6178275
25 Feb 2026 Think Money Limited UpheldBanking and PaymentsDRN-6178275 The complaint Mr R complins that Think Money Limited has declined to refund a disputed transaction that was made from his account after he was the victim of a scam. What happened On 7 January 2025, Mr R received a telephone call from a person claiming to be a member of Think... (3 pages)View decision -
Decision Reference DRN-6056887
25 Feb 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-6056887 The complaint Miss K complains Lloyds Bank PLC refused to reimburse money she lost to what she considers to be a scam. What happened The background to this complaint is familiar to both parties, so I’ll only refer to some key events here. On 28 May 2024 Miss K made payment... (7 pages)View decision -
Decision Reference DRN-6178230
25 Feb 2026 Gresham Insurance Company Limited UpheldInsuranceDRN-6178230 The complaint Mrs M complains about Gresham Insurance Company Limited’s handling of a claim under a home insurance policy. Gresham has been represented on the claim by its agents. All references to Gresham include its agents. What happened Mrs M had a home insurance policy w... (3 pages)View decision -
Decision Reference DRN-6114634
25 Feb 2026 Tandem Motor Finance Limited UpheldConsumer CreditDRN-6114634 The complaint Mrs I complains about the quality of a vehicle she acquired through a hire purchase agreement financed by Tandem Motor Finance Limited (Tandem). What happened In June 2024 Mrs I acquired a used car through a hire purchase agreement. The car was around nine yea... (5 pages)View decision