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
-
Decision Reference DRN-5141063
29 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5141063 The complaint Mr L complains that Monzo Bank Ltd hasn’t refunded him after he fell victim to a scam. What happened The background to this complaint is well-known to both parties and so I’ll only summarise the key events here. Mr L was looking for ways to earn extra income an... (3 pages)View decision -
Decision Reference DRN-5737853
29 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5737853 The complaint Mrs D is unhappy that NewDay Ltd, trading as Aqua, didn’t inform her of changes they made to how they processed received payments. What happened On 7 February 2024, Mrs D made a payment of £2,356.51 to her NewDay account. Mrs D was expecting this amount to be r... (3 pages)View decision -
Decision Reference DRN-5776772
29 Aug 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5776772 The complaint Mr M complains Domestic & General Insurance Plc (“D&G”) has unfairly increased the cost of his warranty insurance policies covering three household appliances. He says the amount the prices of the policies have increased by each year is too high so he w... (2 pages)View decision -
Decision Reference DRN-5782397
29 Aug 2025 RAYMOND JAMES INVESTMENT SERVICES LIMITED UpheldInvestmentsDRN-5782397 The complaint Mrs D complains about the suitability of investment decisions that Raymond James Investment Services Limited made on her behalf within her discretionary managed portfolio. What happened In 2012, having previously been advised by a Raymond James adviser, Mrs D ... (14 pages)View decision -
Decision Reference DRN-5773733
29 Aug 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5773733 The complaint Mr B complains that Phoenix Life Limited trading as Standard Life (Standard Life) has delayed a number of separate payments of tax-free cash (TFC). He’s unhappy Standard Life says that it cannot set up a regular payment. And that it has given him misleading inf... (8 pages)View decision -
Decision Reference DRN-5754732
29 Aug 2025 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5754732 The complaint Mr B complains about the total loss valuation AA Underwriting Insurance Company Limited (‘AA’) placed on his car when he made a claim on his car insurance policy for its theft. What happened Mr B contacted AA on 23 September 2024 to make a claim on his car ins... (3 pages)View decision -
Decision Reference DRN-5785053
29 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5785053 The complaint Ms T has complained that Lloyds Bank PLC won’t refund the money she lost after falling victim to a scam. What happened In 2021, Ms T was added on social media by a scammer, who began a remote romance with her. As the months went on, the scammer asked Ms T for m... (5 pages)View decision -
Decision Reference DRN-5724164
29 Aug 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5724164 The complaint Mrs H complains that the end of contract charges invoiced by Mercedes-Benz Financial Services UK Limited “(MBFS”) when she returned a car were unfair. What happened In October 2021 Mrs H entered into a hire purchase agreement (a personal contract plan) for a ne... (3 pages)View decision -
Decision Reference DRN-5462831
29 Aug 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5462831 The complaint Mr B complains that Zopa Bank Limited (Zopa) didn’t follow the correct process when his vehicle was subject to a rejection. Mr B believes he’s been impacted financially as a result. What happened In June 2023, Mr B acquired a used car through a hire purchase ag... (4 pages)View decision -
Decision Reference DRN-5785014
29 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5785014 The complaint Ms T has complained that Barclays Bank UK PLC won’t refund the money she lost after falling victim to a scam. What happened In 2021, Ms T was added on social media by a scammer, who began a remote romance with her. As the months went on, the scammer asked Ms T ... (5 pages)View decision