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 375868 results
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Decision Reference DRN-5796735
4 Sep 2025 Tradex Insurance Company PLC Not upheldInsuranceDRN-5796735 The complaint Mr Q is unhappy with the service provided by Tradex Insurance Company PLC (Tradex) following a claim he made on his taxi insurance policy. What happened Mr Q held a taxi insurance policy with Tradex. The policy booklet explained in the event of a claim where M... (3 pages)View decision -
Decision Reference DRN-5590016
4 Sep 2025 Rooftop Mortgages Limited Not upheldMortgagesDRN-5590016 The complaint Mr and Mrs D complain that Rooftop Mortgages Limited has treated them unfairly in relation to Buy-to-let (BTL) mortgages. They say that Rooftop didn’t let Mrs D know about important information to do with the mortgages, and that this led to LPA Receivers (LPAR)... (5 pages)View decision -
Decision Reference DRN-5760187
4 Sep 2025 Quilter Mortgage Planning Limited Not upheldInsuranceDRN-5760187 The complaint A and the estate of Ms V have complained that Quilter Mortgage Planning Limited gave Ms V poor advice and mis-sold her a life insurance policy – which resulted in a loss when she passed away. A is a company which was run by Ms V alongside her partner, Mr A and ... (3 pages)View decision -
Decision Reference DRN-5545797
4 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5545797 The complaint Mr A complains that Bank of Scotland plc trading as Halifax irresponsibly lent to him. Mr A is represented by a Claims Management Company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made... (4 pages)View decision -
Decision Reference DRN-5790793
4 Sep 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5790793 The complaint Mr M has complained about how Accredited Insurance (Europe) Ltd handled his home emergency insurance claim. There were various parties involved in the claim but as Accredited was the insurer it was ultimately responsible for the claim. So for ease of reading I... (5 pages)View decision -
Decision Reference DRN-5667743
4 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5667743 The complaint X complains that Revolut Ltd failed to manage a chargeback properly. What happened While abroad X booked a flight home using an online site paying with his Revolut account. When he got to the airport he was faced with having to pay an additional amount. He didn... (2 pages)View decision -
Decision Reference DRN-5704671
4 Sep 2025 Interactive Investor Services Limited Not upheldInvestmentsDRN-5704671 The complaint Mr C complains Interactive Investor Services Limited provided misleading information about the position of his trading account. What happened Mr C trades online with Interactive. In late October 2024 he sold a number of the assets he held in his account with t... (3 pages)View decision -
Decision Reference DRN-5241109
4 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5241109 The complaint Ms H complains that Monzo Bank Ltd (“Monzo”) won’t refund her two payments made from her current account as the result of a scam. What happened In July 2024, Ms H made two payments amounting to £525 to someone she believed to be a travel agent. However, when th... (2 pages)View decision -
Decision Reference DRN-5591815
4 Sep 2025 Bilderlings Pay Limited Not upheldBanking and PaymentsDRN-5591815 The complaint Mr D complains that Bilderlings Pay Limited (trading as Bilderlings) has withheld €546 after it closed his account. What happened Mr D had an account with Bilderlings. But Mr D has been added to the US Treasury Department’s Office of Foreign Assets Control (OFA... (2 pages)View decision -
Decision Reference DRN-4570415
4 Sep 2025 Phoenix Life CA Limited Not upheldInsuranceDRN-4570415 The complaint Mr and Mrs U complain about Phoenix Life CA Limited’s administration of their reviewable whole of life policy. They say they haven’t been treated fairly and there have been failings in how the premium increases have been applied. What happened In 1984, Mr and ... (5 pages)View decision
