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-5651927
11 Sep 2025 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-5651927 The complaint Mr C is complaining that North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank (CCB) acted irresponsibly in lending to him. What happened In June 2023, Mr C applied for a loan with CCB. They lent him £4,000 over a three-year term, wit... (3 pages)View decision -
Decision Reference DRN-5718307
11 Sep 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5718307 The complaint Mr W complains about Tesco Underwriting Limited (“TUI”) and the offer made to settle the contents claim he made on his home insurance policy, following a theft at his home. Mr W has been represented by his son during the claim and complaint process. For ease of... (3 pages)View decision -
Decision Reference DRN-5754182
11 Sep 2025 Killik & Co LLP Not upheldInvestmentsDRN-5754182 The complaint Mr F complains on behalf of his son, Mr F1 about the way Killik & Co LLP has administered a Child Trust Fund (CTF). He says it has failed to explain how the value of the investment has dropped and believes money has gone missing. What happened In 2007, as ... (3 pages)View decision -
Decision Reference DRN-5625962
11 Sep 2025 Marshmallow Insurance Limited Not upheldInsuranceDRN-5625962 The complaint Mr M has complained that Marshmallow Insurance Limited unfairly cancelled his car insurance policy. What happened Mr M bought a car insurance policy online with Marshmallow. Marshmallow asked Mr M to provide a copy of the V5 logbook within seven days to prevent... (2 pages)View decision -
Decision Reference DRN-5744921
11 Sep 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5744921 The complaint Miss F complains that The Royal Bank of Scotland Plc failed to offer her support when she was spending compulsively and experiencing financial harm, and about the customer service she subsequently received. What happened In June 2024, Miss F made a number of p... (4 pages)View decision -
Decision Reference DRN-5786320
11 Sep 2025 Frontier Insurance Solutions LTD Not upheldInsuranceDRN-5786320 The complaint Mr T has complained that Frontier Insurance Solutions LTD mis-sold a home insurance policy to him. What happened Mr T bought a home insurance policy through a broker Frontier in December 2023. The policy started in January 2024 with cover for buildings and cont... (3 pages)View decision -
Decision Reference DRN-5692466
11 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5692466 The complaint Mr A complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of what he feels was a scam. What happened Sometime before May 2022, Mr A was told about an investment opportunity by someone he had known for a number of years. Mr A unde... (3 pages)View decision -
Decision Reference DRN-5767794
11 Sep 2025 Coverguard Insurance Brokers Not upheldInsuranceDRN-5767794 The complaint Ms S has complained that a broker Coverguard Insurance Brokers arranged a car insurance policy in her name, with her daughter Ms K listed as a named driver, using incorrect information. Ms S is the lead complainant. What happened In April 2024 Ms S contacted a ... (3 pages)View decision -
Decision Reference DRN-5702512
11 Sep 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5702512 The complaint Mr A has complained that he is unhappy with the quality of a car he acquired in May 2024, using a hire purchase agreement with Toyota Financial Services (UK) PLC (“TFS”). What happened Mr A acquired a used Audi in May 2024, using a hire-purchase agreement with... (4 pages)View decision -
Decision Reference DRN-5808439
10 Sep 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5808439 The complaint Mr A complains about Lloyds Bank General Insurance Limited (“Lloyds”) for its decision to decline his claim for a lost mobile phone. He wants Lloyds to accept and settle his claim. What happened Mr A purchased home contents insurance from Lloyds in late October... (2 pages)View decision