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 392389 results
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Decision Reference DRN-5820226
17 Oct 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5820226 The complaint Mrs F as the Trustee of the F Trust (the trust) complains about how Aviva Life & Pensions UK Limited (Aviva) administered her reviewable whole of life assurance (RWOL) policy when it told her the premium needed to significantly increase to maintain the cove... (4 pages)View decision -
Decision Reference DRN-5848621
17 Oct 2025 Intelligent Lending Limited UpheldMortgagesDRN-5848621 The complaint Mrs A complains that Intelligent Lending Limited trading as Ocean recommended that she take out a joint secured loan with her husband – despite knowing that the purpose of the loan was to consolidate her husband’s debts and that she was being forced into taking... (3 pages)View decision -
Decision Reference DRN-5694575
17 Oct 2025 Black Horse Limited Not upheldConsumer CreditDRN-5694575 The complaint Mr M complains that a car supplied under a hire purchase agreement with Black Horse Limited was of an unsatisfactory quality, and that it was misrepresented to him. What happened In October 2024, Mr M was supplied with a used electric car through a hire purchas... (5 pages)View decision -
Decision Reference DRN-5778224
17 Oct 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5778224 The complaint Miss C complains Oodle Financial Services Limited trading as Oodle Car Finance (Oodle) provided her with a car which wasn’t of satisfactory quality. What happened Miss C took out a hire purchase agreement with Oodle in order to acquire a used car on 10 Septemb... (7 pages)View decision -
Decision Reference DRN-5835978
17 Oct 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5835978 The complaint Ms H has complained that Lloyds Bank General Insurance Limited (LBGI) unfairly voided her home insurance policy (treated it as though it had never been in place) and declined her claim for theft. What happened Ms H had a policy with LBGI whilst living at a pre... (2 pages)View decision -
Decision Reference DRN-5883437
17 Oct 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5883437 The complaint Mrs G complains that Casualty & General Insurance Company (Europe) Ltd declined a claim on her pet insurance policy and said the policy was void. What happened Mrs G took out pet insurance for her dog, which is underwritten by Casualty & General. Her do... (3 pages)View decision -
Decision Reference DRN-5752065
17 Oct 2025 eToro (UK) Ltd Not upheldInvestmentsDRN-5752065 The complaint Mr V complains that eToro (UK) Ltd (“eToro”) won’t let him withdraw money from his account without incurring currency exchange costs. What happened Mr V had an investment account with eToro. It’s common ground that the account was denominated in USD. In early ... (3 pages)View decision -
Decision Reference DRN-5849015
17 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5849015 The complaint Ms G complains Monzo Bank Ltd didn’t do enough to help get a refund for a transaction paid on her debit card. What happened The background to this complaint is well known to both parties, so I won’t repeat it at length here. In summary, in September 2024, Ms G... (3 pages)View decision -
Decision Reference DRN-5810294
17 Oct 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5810294 The complaint Mr A and Ms H have complained about their let property insurer Admiral Insurance (Gibraltar) Limited regarding a claim they made to it for subsidence. During the claim and complaint, Mr A has been the main correspondent. For ease of reading, in the body of my ... (4 pages)View decision -
Decision Reference DRN-5646307
17 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5646307 The complaint Mrs A complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) is refusing to refund her the amount she says she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what h... (3 pages)View decision