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-5816315
15 Sep 2025 BISL Limited UpheldInsuranceDRN-5816315 The complaint Mr N complains that BISL Limited (BISL) charged him a cancellation fee twice when he cancelled his car insurance policy and the refund provided is less than it should be. What happened Mr N purchased car insurance via BISL acting as an intermediary. Part way t... (4 pages)View decision -
Decision Reference DRN-5705516
15 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5705516 The complaint Mr A has complained that Monzo Bank Ltd closed his account without notice or explanation, and didn’t give him details about clearing the balance, which led to a default. What happened On 2 February 2023, Monzo wrote to Mr A to tell him it was closing his accoun... (2 pages)View decision -
Decision Reference DRN-5491972
15 Sep 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5491972 The complaint Mrs S complains Oodle Financial Services Limited trading as Oodle Car Finance (Oodle) supplied her with a car which wasn’t of satisfactory quality. What happened Mrs S entered into a hire purchase agreement with Oodle in August 2024 to acquire a used car. The ... (6 pages)View decision -
Decision Reference DRN-5696611
15 Sep 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5696611 The complaint Mr F and Miss M have complained that Inter Partner Assistance SA (IPA) declined a claim they made on a travel insurance policy. As it is Miss M leading on the complaint, for ease, I will mostly just be referring to her in this decision. What happened The sing... (3 pages)View decision -
Decision Reference DRN-5815177
15 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5815177 The complaint Mr M complains about premium increases to his British Gas Insurance Limited home emergency policy. What happened Mr M had a British Gas home emergency policy. His policy was due to renew in January 2025. British Gas wrote to him before the renewal quoting his n... (2 pages)View decision -
Decision Reference DRN-5581726
15 Sep 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5581726 The complaint Mr H has complained that INTACT INSURANCE UK LIMITED unreasonably increased his premium for his pet lifetime policy. Please note that Mr H’s insurer recently changed its name to INTACT INSURANCE UK LIMITED hence why this decision is now set up against this nam... (4 pages)View decision -
Decision Reference DRN-5679672
15 Sep 2025 Newline Insurance Company Limited Not upheldInsuranceDRN-5679672 The complaint Mr N complains that Newline Insurance Company Limited declined a claim on a car hire insurance policy. Newline used a third-party company to handle Mr N’s claim and most of his correspondence has been with this company rather than directly with Newline. For the av... (2 pages)View decision -
Decision Reference DRN-5467342
15 Sep 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5467342 The complaint Mr F is unhappy that Startline Motor Finance Limited failed to honour a Guaranteed Asset Protection (‘GAP’) insurance policy he says was provided as part of a hire purchase agreement he had with them. What happened In July 2024, Mr F was supplied with a used c... (3 pages)View decision -
Decision Reference DRN-5659902
15 Sep 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5659902 The complaint Mr D and Mrs K have complained that Assurant General Insurance Limited unreasonably refused to pay their claim under their mobile phone insurance policy. As Mr D has been our main contact throughout this complaint, I shall just refer to him throughout for ease... (2 pages)View decision -
Decision Reference DRN-5730098
15 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5730098 The complaint Mr B and Mr K have complained that Monzo Bank Ltd closed their joint account without telling them why. What happened On 7 March 2025, Monzo told Mr B and Mr K it would be closing their account, which it then did on 8 May 2025. It said it was entitled to do so, ... (1 page)View decision