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-5870830
9 Oct 2025 Ageas Insurance Limited UpheldInsuranceDRN-5870830 The complaint Miss M complains about the way Ageas Insurance Limited has dealt with a claim on her commercial property insurance policy. What happened Miss M has a flat which was let to tenants. She has insurance for the property, which is underwritten by Ageas. In July 2021... (4 pages)View decision -
Decision Reference DRN-5870798
9 Oct 2025 J D Williams & Company Limited Not upheldConsumer CreditDRN-5870798 Complaint Mrs A has complained that J D Williams & Company Limited (“J D Williams”) irresponsibly provided her with catalogue shopping accounts and credit limit increases. She’s said that these accounts were unaffordable for her and therefore shouldn’t have been provided... (7 pages)View decision -
Decision Reference DRN-4108900
9 Oct 2025 ReAssure Limited Not upheldInsuranceDRN-4108900 The complaint Mr and Mrs R complain ReAssure Limited mis-sold them a whole of life policy. They are unhappy that the cover on the policy has been reduced as they were led to believe it would provide them with a guaranteed amount. What happened In September 1995, Mr and Mrs ... (5 pages)View decision -
Decision Reference DRN-5694269
9 Oct 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5694269 The complaint Mr R complains that Madison CF UK Limited trading as 118 118 Money was irresponsible in its lending to him. He wants his credit card account to be reworked to remove all interest and charges and for any adverse information to be removed from his credit file. Wh... (3 pages)View decision -
Decision Reference DRN-5711545
9 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5711545 The complaint Ms F complains that Monzo Bank Ltd (Monzo) won’t refund the money she lost to a job and investment scam. Ms F is represented in this complaint, but I’ll refer to her as it’s her complaint. What happened Ms F explains that, at the time of this scam, she was vul... (5 pages)View decision -
Decision Reference DRN-5755978
9 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5755978 The complaint Mr L complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he says was lost as the result of a scam. What happened Mr L purchased a boat, which required work in order to be seaworthy. He found a company mentioned in an article in a yachting magazine.... (4 pages)View decision -
Decision Reference DRN-5659389
9 Oct 2025 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5659389 The complaint Mr H complains Link Financial Outsourcing Limited haven’t proven he owes a debt they’re asking him to repay. Because they’ve not provided the documents he’s asked for, he’s said Link are harassing him and, as a vulnerable person, that means he’s not been treate... (5 pages)View decision -
Decision Reference DRN-5868897
8 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5868897 The complaint Mr F complains Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr F has an account with Revolut which he opened in December 2022. He says he did so at the suggestion of someone who he now knows was a scammer.... (2 pages)View decision -
Decision Reference DRN-5870469
8 Oct 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5870469 The complaint Mr A complains about how Accredited Insurance (Europe) Ltd (AIEL) handled a claim he made under his home emergency insurance after his boiler developed a fault. What happened Mr A held home emergency insurance policy, which is unwritten by AIEL. He purchased t... (6 pages)View decision -
Decision Reference DRN-5816588
8 Oct 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5816588 The complaint Miss T complains that Tesco Underwriting Limited declined a claim she made under her home insurance policy. She’s also raised concerns about poor customer service and delays. Tesco is the underwriter of this policy i.e. the insurer. Part of this complaint conce... (5 pages)View decision