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 121115 results
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Decision Reference DRN-5596567
2 Jun 2025 Aviva Insurance Limited UpheldInsuranceDRN-5596567 The complaint Mrs E has complained about how Aviva Insurance Limited (Aviva) dealt with a claim under her mobile phone insurance. References to Aviva include companies acting on its behalf. What happened Mrs E contacted Aviva to make a claim for damage to her mobile phone.... (3 pages)View decision -
Decision Reference DRN-5324785
2 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5324785 The complaint Miss M complains that Monzo Bank Ltd did not reimburse the funds she lost to a scam. What happened Miss M was looking for an apartment to rent overseas. She went onto a genuine property agent website and found an apartment she liked. She contacted the agent, wh... (5 pages)View decision -
Decision Reference DRN-5593561
2 Jun 2025 esure Insurance Limited UpheldInsuranceDRN-5593561 The complaint Mr B complains that esure Insurance Limited trading as esure (“esure”) wouldn’t cover his claim for water damage to his car under his car insurance policy. What happened Mr B had a car insurance policy with esure covering his sports car, which is about 19 years... (4 pages)View decision -
Decision Reference DRN-5595717
2 Jun 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5595717 The complaint Mr W complains about a car supplied to him using a hire purchase agreement taken out with Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBFS”). What happened Mr W referred a complaint to us along with his representative. As the... (7 pages)View decision -
Decision Reference DRN-5490947
2 Jun 2025 Furness Building Society UpheldBanking and PaymentsDRN-5490947 The complaint Mr R complains about Furness Building Society (FBS) in their handling of his pension payments. As a consequence, Mr R incurred costs and suffered inconvenience. What happened In January 2024, Mr R contacted FBS to check an account balance, expecting it to inclu... (3 pages)View decision -
Decision Reference DRN-5593847
31 May 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5593847 The complaint Mr R complains that ReAssure Limited failed to tell him that his pension Buy Out Plan couldn’t be transferred to a new provider; he says that he wasted two years shopping around looking for a new firm to move his plan to, which is something he was never entitle... (6 pages)View decision -
Decision Reference DRN-5488414
31 May 2025 Montfort International Limited UpheldPensions and AnnuitiesDRN-5488414 The complaint Mr H has complained that Montfort International Limited (‘MIL’) caused delays to his pension transfer / encashment. During this delay the value available to Mr H fell. Mr H has also complained about the fees levied by MIL when the transfer advice itself was ult... (7 pages)View decision -
Decision Reference DRN-5595078
30 May 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5595078 The complaint Miss D complains that the car she acquired financed through a hire purchase agreement with Startline Motor Finance Limited ("Startline”) wasn't of satisfactory quality. Miss D is represented in her complaint. However, for the sake of simplicity in thi... (5 pages)View decision -
Decision Reference DRN-5595282
30 May 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5595282 The complaint Mr T is unhappy with the way The Prudential Assurance Company Ltd (Prudential) managed his pension, preventing him from divesting his investments to cash shortly before his retirement date, causing him anxiety and financial loss. What happened Mr T was employed... (4 pages)View decision -
Decision Reference DRN-5368112
30 May 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5368112 The complaint Mrs H complains AmTrust Specialty Limited (“AmTrust”) has unfairly declined a claim she made on a Building warranty policy. What happened In summary Mrs H made a claim to AmTrust as she became aware the decking to the rear of her property was unstable and unsaf... (4 pages)View decision
