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 375868 results
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Decision Reference DRN-5721640
29 Aug 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5721640 The complaint Miss A complains that MBNA Limited trading as MBNA lent irresponsibly when it approved her credit card application. What happened Miss A applied for an MBNA credit card in January 2022. In her application, Miss A gave her annual income of £33,000 that MBNA cal... (3 pages)View decision -
Decision Reference DRN-5754614
29 Aug 2025 Midlands Investment Agency Limited Not upheldInvestmentsDRN-5754614 The complaint Mrs O complains that Midlands Investment Agency Limited (Midlands) mis-sold her an investment bond when her preference was to invest through an ISA. What happened Mrs O met with Midlands in April 2017 to seek its advice on existing investments she held elsewhe... (4 pages)View decision -
Decision Reference DRN-5756271
29 Aug 2025 AWP P&C S.A. UpheldInsuranceDRN-5756271 The complaint Mr S complains about AWP P&C S.A.’s decision to decline a claim for repairs under his motor warranty policy. What happened Mr S has an extended motor warranty, provided by AWP P&C S.A., purchased when the manufacturer’s warranty on his vehicle expired. ... (2 pages)View decision -
Decision Reference DRN-5778014
29 Aug 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5778014 The complaint Mrs W complains that Volkswagen Financial Services (UK) Limited (‘VWFS’) miscalculated her settlement quotes. 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... (2 pages)View decision -
Decision Reference DRN-5587050
29 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5587050 The complaint Mr Y complains that Monzo Bank Ltd (Monzo) haven’t done enough to support him with his gambling problem. He’d like a refund of the transactions he made in February 2025, along with compensation. What happened Mr Y holds a current account with Monzo Bank Ltd. In... (3 pages)View decision -
Decision Reference DRN-5335457
29 Aug 2025 abrdn Investment Management Limited Not upheldPensions and AnnuitiesDRN-5335457 The complaint Mr K complained that abrdn Investment Management Limited (abrdn) did not allow him to sell a proportion the funds he held within his self-invested personal pension (SIPP) into cash and hold it there. Instead, it asked for instructions from his financial adviser... (3 pages)View decision -
Decision Reference DRN-5697624
29 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5697624 The complaint Mr Y complains that Monzo Bank Ltd (Monzo) haven’t supported him, even though he made them aware of a gambling problem in 2023. He’d like a refund of gambling transactions he made in January 2025 and compensation for the distress caused. What happened Mr Y told... (3 pages)View decision -
Decision Reference DRN-5756004
29 Aug 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5756004 The complaint Mr and Mrs B complain that AXA Insurance UK Plc (‘AXA’) declined a claim for storm damage made on their home insurance policy. What happened Mr and Mrs B returned to their home in September 2024 following a holiday to find it had suffered water damage includin... (5 pages)View decision -
Decision Reference DRN-5783198
29 Aug 2025 Vitality Health Limited Not upheldInsuranceDRN-5783198 The complaint Mrs D complains about Vitality Health Limited’s decision to turn down her private medical insurance claim. What happened On 1 April 2024, Mrs D joined her employer’s private medical insurance policy with Vitality. This was on a moratorium basis, which meant th... (3 pages)View decision -
Decision Reference DRN-5589901
29 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5589901 The complaint Mr P complained because Starling Bank Ltd refused to refund him for transactions he said he hadn’t authorised. What happened In March 2025, Mr P was abroad with friends. In the early hours of 9 March, there were six transactions, all to the same business. The... (5 pages)View decision
