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-5712963
18 Sep 2025 Aon UK Limited UpheldInsuranceDRN-5712963 The complaint Mr and Mrs M complain that their broker Aon UK Limited delayed a claim they made on their commercial property insurance. The also complain about Aon UK Limited’s role in their claim being settled proportionately. Reference to Aon includes its agents. Mr and Mrs... (3 pages)View decision -
Decision Reference DRN-5497246
18 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5497246 The complaint Ms F complains that Santander UK Plc won’t reimburse her after she sent money to a scam. What happened Ms F has explained that she was looking to purchase a specific bike online, and found a business that appeared to be based internationally that sold the bike ... (3 pages)View decision -
Decision Reference DRN-5825936
18 Sep 2025 First Complete Limited UpheldMortgagesDRN-5825936 The complaint Mr and Mrs H complain about poor mortgage advice from an appointed representative of First Complete Limited trading as PRIMIS Mortgage Network. They say it misled them about the amount of the early repayment charge (ERC) they’d pay if they repaid their mortgage... (6 pages)View decision -
Decision Reference DRN-5716869
18 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5716869 The complaint Mr M complains that Monzo Bank Ltd didn’t do enough to help him when he told it about a dispute he had with a merchant over services paid for using his Monzo credit card. What happened On 13 April 2025 Mr M bought two tickets for a football match from an online... (3 pages)View decision -
Decision Reference DRN-5246141
18 Sep 2025 IG Index Limited Not upheldInvestmentsDRN-5246141 The complaint Mr W has complained that IG Index Limited (‘IG’) didn’t carry out appropriate due diligence in allowing him to open and trade on his spread betting account. Mr W incurred losses of over £700,000 and wants this returned to him along with interest and compensatio... (4 pages)View decision -
Decision Reference DRN-5683173
18 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5683173 The complaint Mr S complains Lloyds Bank PLC failed to inform him that he had the right to request copies of his statements for up to five years after his account was closed. What happened In May 2025 Mr S received a letter from Lloyds Bank saying that it hadn’t informed him... (2 pages)View decision -
Decision Reference DRN-5457124
18 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5457124 The complaint Mr N says Moneybarn No. 1 Limited (‘Moneybarn’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a conditional sale agreement to purchase a car. He says that no credit checks were conducte... (3 pages)View decision -
Decision Reference DRN-5722669
18 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5722669 The complaint Mr S complains on behalf of his son that HSBC UK Bank Plc sent his son a fraud alert message without letting him know. What happened Mr S has a son. Both Mr S and his son have an account with HSBC. In May 2025 Mr S complained to HSBC saying that it had sent a f... (2 pages)View decision -
Decision Reference DRN-5724133
18 Sep 2025 Sesame Limited UpheldPensions and AnnuitiesDRN-5724133 The complaint Miss G complains that the advice Sesame Limited (Sesame) gave her in 1993 to transfer her defined benefit (DB) pension with her former employer to a personal pension arrangement wasn’t in her best interests. Miss G was advised by MRH Consultants. As Sesame is ... (4 pages)View decision -
Decision Reference DRN-5711623
18 Sep 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5711623 The complaint Mr O complains Barclays Bank UK PLC trading as Tesco Bank unreasonably defaulted his personal loan and reported incorrect data to credit reference agencies (CRAs). What happened Mr O was approved a personal loan by Tesco Bank for £35,000 in June 2019. In early... (4 pages)View decision