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 375119 results
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Decision Reference DRN-5591917
22 Aug 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5591917 The complaint Mr M is unhappy that Lloyds Bank General Insurance Limited (“LBG”) declined two separate theft claims. Mr M had contents insurance underwritten by LBG. He was the sole policy holder but Mrs A’s belongings were covered under the policy and she was authorised to ... (4 pages)View decision -
Decision Reference DRN-5721898
22 Aug 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5721898 The complaint Mr B says Loans 2 Go Limited were unreasonable to report a default to his credit file. 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 here. Mr B complained ... (2 pages)View decision -
Decision Reference DRN-5503840
22 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5503840 The complaint Mr H has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In November 2024 Monzo received fraud reports from another bank and one of their own customers about payments made into Mr H’s Mon... (2 pages)View decision -
Decision Reference DRN-5765168
22 Aug 2025 QUILTER FINANCIAL SERVICES LIMITED Not upheldPensions and AnnuitiesDRN-5765168 The complaint Mr C, with the help of a professional representative, has complained about the advice he received from an appointed representative of Quilter Financial Services Limited (‘Quilter’) to transfer his personal pension to a Quilter Retirement Account (RA) in 2015. H... (8 pages)View decision -
Decision Reference DRN-5560569
22 Aug 2025 Santander UK Plc UpheldInvestmentsDRN-5560569 The complaint Mr H complains about Santander UK Plc (Santander). He said Santander made mistakes when it arranged a transfer from three stocks and shares ISAs Mr H held with third parties, to a cash ISA account he held with it. Mr H said Santander should compensate him for ... (4 pages)View decision -
Decision Reference DRN-5759261
22 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5759261 The complaint Mr B has complained Bank of Scotland plc, trading as Halifax, incorrectly treated his fraud claim as a merchant dispute. He’s also concerned about the service he received. What happened In July 2024 Mr B went overseas and hired a car for four days. He also paid... (2 pages)View decision -
Decision Reference DRN-5771988
22 Aug 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5771988 The complaint Miss S complains about how Admiral Insurance (Gibraltar) Limited have settled a claim on her car insurance policy. What happened Miss S was involved in a road traffic accident and raised a claim with Admiral. Admiral assessed the claim and concluded the liabili... (3 pages)View decision -
Decision Reference DRN-5543518
22 Aug 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5543518 The complaint Mr H complains about how AXA PPP Healthcare Limited handled a claim under a private health insurance policy. What happened Mr H is covered by a health insurance policy, which is provided by AXA. He had two appointments with AXA Doctor at Hand service provided ... (2 pages)View decision -
Decision Reference DRN-5737081
22 Aug 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5737081 The complaint Mr A and Mrs K complain that Aviva Insurance Limited unfairly voided their commercial property insurance policy and didn’t deal with their claim following a fire. Mr A and Mrs K are joint policyholders, but for ease of reading, and because he’s done most of the... (3 pages)View decision -
Decision Reference DRN-5728914
22 Aug 2025 U K Insurance Limited UpheldInsuranceDRN-5728914 The complaint Mr S complains that U K Insurance Limited trading as Churchill (“UKI”) mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports car, made by a premium-brand car-maker and first... (4 pages)View decision
