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-5526872
12 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5526872 The complaint Mr W complains that Bank of Scotland plc trading as Halifax (Halifax) won’t refund him money he lost in an investment scam. Mr W is being represented by a professional representative but for ease of reading, I’ll mainly refer to Mr W. What happened The circumst... (4 pages)View decision -
Decision Reference DRN-5652651
12 Sep 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5652651 The complaint Ms J complains that Advantage Insurance Company Limited unfairly declined to renew her motor insurance policy. What happened Ms J dealt with Advantage through an associated insurance intermediary. For 2020 to 2021, Ms J had a vehicle insured on a telematics p... (3 pages)View decision -
Decision Reference DRN-5351687
12 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5351687 The complaint The Estate of Mr F complains TSB Bank plc unfairly released funds to a third party from the late Mr F’s account and closed it. What happened The Estate of Mr F is represented by the late Mr F’s son, who I will refer to as Mr P throughout the complaint. The la... (3 pages)View decision -
Decision Reference DRN-5280605
12 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5280605 The complaint Mr G is unhappy that Monzo Bank Ltd (“Monzo”) didn’t reimburse him after he fell victim to a scam. Mr G has brought his complaint with the assistance of a professional representative. For ease of reading, I will refer to Mr G in the main throughout this decisi... (3 pages)View decision -
Decision Reference DRN-5725926
12 Sep 2025 Society of Lloyd's Not upheldInsuranceDRN-5725926 The complaint Mr and Mrs R complain that Society of Lloyd’s (SOL) have declined a claim on their new build warranty. What happened Mr and Mrs R took out a warranty when they had a house built in 2015. In early-2023, Mr and Mrs R noticed mortar was beginning to disintegrate a... (3 pages)View decision -
Decision Reference DRN-5754897
12 Sep 2025 eToro (UK) Ltd Not upheldInvestmentsDRN-5754897 The complaint Mr O has complained that eToro (UK) Ltd (‘eToro’) unfairly advertised Contracts for Difference (‘CFD’) to him as an inexperienced retail investor. He says it failed to properly assess the suitability of the product for him, failed to verify his personal details... (6 pages)View decision -
Decision Reference DRN-5726687
12 Sep 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5726687 The complaint Mrs K is unhappy with the quality of a car financed using a hire purchase agreement by MotoNovo Finance Limited. What happened In November 2024 Mrs K entered into a hire purchase agreement with MotoNovo Finance Limited for a used car. The car was around five ye... (3 pages)View decision -
Decision Reference DRN-5707850
12 Sep 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5707850 The complaint Mr C has complained that Aviva Life & Pensions UK Limited transferred his Barclays Self Invested Personal Pension (SIPP) into a new Aviva pension plan, rather than his existing Aviva SIPP, which was invested in the Stewardship Fund. It meant that the pensio... (7 pages)View decision -
Decision Reference DRN-5683974
12 Sep 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5683974 The complaint Ms L complains about the digital services she purchased, in relation to a vehicle that was supplied through a hire purchase agreement with Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (MBFS). What happened In September 2024, Ms L... (3 pages)View decision -
Decision Reference DRN-5546973
12 Sep 2025 Secure Trust Bank Public Limited Company UpheldConsumer CreditDRN-5546973 The complaint Miss C complains about the quality of a car she acquired under a hire purchase agreement with SECURE TRUST BANK PUBLIC LIMITED COMPANY trading as V12 Vehicle Finance (V12VF). When I refer to what Miss C and/or V12VF said or did, it should also be taken to incl... (4 pages)View decision