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 123440 results
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Decision Reference DRN-5407103
11 Jun 2025 Smart Insurance Services Ltd UpheldInsuranceDRN-5407103 The complaint Mr C and Mrs C have complained that Smart Insurance Services Ltd trading as Coversure Insurance Services (Southampton) (‘Coversure’) mis-sold them a home insurance policy. What happened Mr C and Mrs C took out a policy through a broker, Coversure. In January 2... (3 pages)View decision -
Decision Reference DRN-5030637
11 Jun 2025 Cumberland Building Society UpheldBanking and PaymentsDRN-5030637 The complaint Mr and Mrs F complain that Cumberland Building Society (CBS) will not refund money they lost to a scam. Mr and Mrs F are represented by a firm I’ll refer to as “C”. For ease, I have referred to comments made by C as though Mr and Mrs F made them. What happened ... (2 pages)View decision -
Decision Reference DRN-5617070
11 Jun 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5617070 The complaint Mr D complains that Westerby Trustee Services Limited (‘Westerby’) failed to carry out sufficient due diligence into the introducer before accepting business from it and on the investment before accepting it into his Self-Invested Personal Pension (‘SIPP’), cau... (33 pages)View decision -
Decision Reference DRN-5098162
11 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5098162 The complaint Mr A complains that Monzo Bank Ltd unfairly placed a fraud marker against his name and closed his bank account. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Mr A had an account wi... (5 pages)View decision -
Decision Reference DRN-5617087
11 Jun 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5617087 The complaint Mr L complains that Aviva Life & Pensions UK Limited failed to handle his request to partially transfer his Self Invested Personal Pension (SIPP) to another pension provider in a timely manner. Mr L says Aviva’s delays caused him financial loss. Mr L is als... (4 pages)View decision -
Decision Reference DRN-5614521
11 Jun 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5614521 The complaint Mr M is unhappy Red Sands Insurance Company (Europe) Limited turned down a claim he made on his pet insurance policy. What happened Towards the end of July 2023 Mr M took his dog (D) to the vet. The notes say that was because D had been slowing down over the l... (4 pages)View decision -
Decision Reference DRN-5538468
11 Jun 2025 MBNA Limited UpheldBanking and PaymentsDRN-5538468 The complaint Mrs K is unhappy that MBNA Limited didn’t recognise that she had entered an IVA and sold her account to a debt collection agency. What happened Mrs K had a credit account with MBNA. In May 2024, Mrs K entered an IVA. At that time, MBNA should have defaulted Mrs... (3 pages)View decision -
Decision Reference DRN-5606239
11 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5606239 The complaint Mr and Mrs M have complained that Admiral Insurance (Gibraltar) Limited unfairly declined a claim under their home insurance policy for damage caused by a water leak and accused them of fraud. What happened Mr and Mrs M took out a home insurance policy with Ad... (4 pages)View decision -
Decision Reference DRN-5172620
11 Jun 2025 Black Horse Limited UpheldConsumer CreditDRN-5172620 The complaint Mr M complains about the quality of a car he has financed through an agreement with Black Horse Limited trading as Jaguar Financial Services (‘Black Horse’). What happened The details of this complaint are well known to both parties, so I won’t repeat them agai... (3 pages)View decision -
Decision Reference DRN-5617583
11 Jun 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5617583 The complaint Miss M and Mr P complain that Barclays Bank UK PLC has not treated them fairly when administering their mortgage. What happened In 2008, Miss M and Mr P took out a mortgage with Barclays. The mortgage had a mortgage current account reserve facility (MCA) that a... (4 pages)View decision
