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 374385 results
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Decision Reference DRN-5778014
29 Aug 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5778014 The complaint Mrs W complains that Volkswagen Financial Services (UK) Limited (‘VWFS’) miscalculated her settlement quotes. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events... (2 pages)View decision -
Decision Reference DRN-5587050
29 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5587050 The complaint Mr Y complains that Monzo Bank Ltd (Monzo) haven’t done enough to support him with his gambling problem. He’d like a refund of the transactions he made in February 2025, along with compensation. What happened Mr Y holds a current account with Monzo Bank Ltd. In... (3 pages)View decision -
Decision Reference DRN-5335457
29 Aug 2025 abrdn Investment Management Limited Not upheldPensions and AnnuitiesDRN-5335457 The complaint Mr K complained that abrdn Investment Management Limited (abrdn) did not allow him to sell a proportion the funds he held within his self-invested personal pension (SIPP) into cash and hold it there. Instead, it asked for instructions from his financial adviser... (3 pages)View decision -
Decision Reference DRN-5697624
29 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5697624 The complaint Mr Y complains that Monzo Bank Ltd (Monzo) haven’t supported him, even though he made them aware of a gambling problem in 2023. He’d like a refund of gambling transactions he made in January 2025 and compensation for the distress caused. What happened Mr Y told... (3 pages)View decision -
Decision Reference DRN-5756004
29 Aug 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5756004 The complaint Mr and Mrs B complain that AXA Insurance UK Plc (‘AXA’) declined a claim for storm damage made on their home insurance policy. What happened Mr and Mrs B returned to their home in September 2024 following a holiday to find it had suffered water damage includin... (5 pages)View decision -
Decision Reference DRN-5783198
29 Aug 2025 Vitality Health Limited Not upheldInsuranceDRN-5783198 The complaint Mrs D complains about Vitality Health Limited’s decision to turn down her private medical insurance claim. What happened On 1 April 2024, Mrs D joined her employer’s private medical insurance policy with Vitality. This was on a moratorium basis, which meant th... (3 pages)View decision -
Decision Reference DRN-5589901
29 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5589901 The complaint Mr P complained because Starling Bank Ltd refused to refund him for transactions he said he hadn’t authorised. What happened In March 2025, Mr P was abroad with friends. In the early hours of 9 March, there were six transactions, all to the same business. The... (5 pages)View decision -
Decision Reference DRN-5716945
29 Aug 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5716945 The complaint Mr S has complained that Advantage Insurance Company Limited unfairly cancelled his telematics motor policy. What happened Mr S had recently passed his driving test and so took out this policy with Advantage on 12 July 2024. I understand he paid the premium of... (4 pages)View decision -
Decision Reference DRN-5776840
29 Aug 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5776840 The complaint Miss H has complained about Royal & Sun Alliance Insurance Limited. She isn’t happy about the valuation of her car after it was deemed a total loss following a claim under her motor insurance policy and the poor service she received. What happened Miss H ma... (3 pages)View decision -
Decision Reference DRN-4946345
29 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4946345 The complaint and background Mr M complains Wise Payments Limited (‘Wise’) won’t reimburse over £16,000 that he lost when he fell victim to a cryptocurrency investment scam. Our investigator didn’t uphold the complaint. He didn’t think Mr M’s account activity ought to have ... (2 pages)View decision
