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 363152 results
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Decision Reference DRN-5413628
25 Mar 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5413628 The complaint Miss M complains about the way British Gas Insurance Limited dealt with repairs to a boiler carried out under a Homecare insurance policy. What happened Miss M took out a Homecare policy to provide breakdown cover for the central heating at a property she let t... (3 pages)View decision -
Decision Reference DRN-5250255
25 Mar 2025 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-5250255 The complaint Mr T complains, via his professional representatives, about the advice Harbour Rock Capital Limited gave concerning the transfer of benefits from one of his defined-benefit (‘DB’) occupational pension schemes to a self-invested personal pension (SIPP). He says ... (9 pages)View decision -
Decision Reference DRN-5012210
25 Mar 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5012210 The complaint Mrs E entered into a fixed sum loan agreement with a predecessor company of Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (Novuna) to finance works to her property. She complains that the work wasn’t of satisfactory quality. What happened Mrs ... (4 pages)View decision -
Decision Reference DRN-4990843
25 Mar 2025 Atomos Financial Planning Limited UpheldInvestmentsDRN-4990843 The complaint The estate of Mr C (‘the estate’) complains the late Mr C was given unsuitable advice by Atomos Financial Planning Limited (‘Atomos’) to take out an immediate needs annuity to pay for care costs. What happened Mr C was given joint advice with his late wife, Mr... (8 pages)View decision -
Decision Reference DRN-5353310
25 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5353310 The complaint Ms S complains about how Admiral Insurance (Gibraltar) Limited handled a claim made on her motor insurance policy following the theft of her car. What happened Ms S’s car was stolen, and she reported this to Admiral and the police. She said Admiral told her th... (3 pages)View decision -
Decision Reference DRN-4923337
25 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4923337 Complaint Mr A complained that Bank of Scotland (trading as Halifax) failed to prevent him from falling victim to an investment scam. He also complained about the way the bank handled things after he reported the scam. Background In early 2024, Mr A was contacted on a social... (3 pages)View decision -
Decision Reference DRN-5335514
25 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5335514 The complaint Mrs H complains Monzo Bank Ltd loaded a marker against her at Cifas, a national fraud database and closed her account. She doesn’t think it’s treated her fairly. What happened A summary of what happened is below. Mrs H opened an account with Monzo in August 202... (3 pages)View decision -
Decision Reference DRN-5425192
25 Mar 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5425192 The complaint Miss H complains that Stellantis Financial Services UK Limited (“Stellantis”) acted unfairly in relation to an agreement she took out with them and also when she tried to extend it. What happened In June 2020, Miss H signed a hire agreement with Stellantis to ... (5 pages)View decision -
Decision Reference DRN-4964656
25 Mar 2025 Secure Trust Bank Plc Not upheldConsumer CreditDRN-4964656 The complaint Mr B complains that a car he acquired under a hire purchase agreement with Secure Trust Bank Plc, trading as Moneyway (“Moneyway”), wasn’t of satisfactory quality. What happened In August 2023, Mr B was supplied with a used car through a hire purchase (HP) agre... (3 pages)View decision -
Decision Reference DRN-5233940
25 Mar 2025 Zempler Bank Limited UpheldBanking and PaymentsDRN-5233940 The complaint Mr C complains Zempler Bank Limited didn’t do enough to help get a refund for a transaction made on his credit card. What happened In July 2022, Mr C bought a piece of gym equipment, paying with his Zempler credit card. In June 2024, Mr C says the motor in the... (3 pages)View decision
