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 400695 results
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Decision Reference DRN-5715808
5 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5715808 The complaint Mrs J complains Aviva Insurance Limited (Aviva) didn’t offer a sufficient cash in lieu payment to complete the necessary repairs to her damaged car after she made a claim on her motor insurance policy. And it provided a poor level of service that caused delays.... (2 pages)View decision -
Decision Reference DRN-5774061
5 Nov 2025 Chester Rose Financial Planning Limited UpheldPensions and AnnuitiesDRN-5774061 The complaint The estate of X has complained that Chester Rose Financial Planning Limited advised X to draw down on his self-invested personal pension (SIPP) before his 75 th birthday to avoid a Lifetime Allowance (LTA) Charge, but that this was structured incorrectly and in... (8 pages)View decision -
Decision Reference DRN-5923020
5 Nov 2025 Hadron UK Insurance Company Limited UpheldInsuranceDRN-5923020 The complaint L, a limited company, complains about how Hadron UK Insurance Company Limited (“Hadron”) handled a claim it made under its buildings insurance policy. Mr S, a director of L, brings the complaint on L’s behalf. L is also professionally represented in this compl... (5 pages)View decision -
Decision Reference DRN-5883116
5 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5883116 The complaint Miss O complains that Monzo Bank Ltd (‘Monzo’) won’t refund her the money she lost after she fell victim to an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties and has been laid out in detail by... (4 pages)View decision -
Decision Reference DRN-5929155
5 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5929155 The complaint Mr C complains Monzo Bank Ltd didn’t do enough to prevent gambling transactions leaving his account. What happened Mr C held a current account with Monzo and since at least August 2023 had various gambling blocks applied to the account – which Mr C activated th... (8 pages)View decision -
Decision Reference DRN-5923236
5 Nov 2025 Elderbridge Limited Not upheldMortgagesDRN-5923236 The complaint Mr and Mrs J have complained about a second charge loan they have with Elderbridge Limited. They said that they have not been treated fairly and said specifically: • They had been charged too much interest between 2004 and 2007. • They had repaid the loan in Ju... (4 pages)View decision -
Decision Reference DRN-5820370
5 Nov 2025 Alwyn Insurance Company Limited Not upheldInsuranceDRN-5820370 The complaint Mr B’s complaint is about a claim he made on his Alwyn Insurance Company Limited (‘Alwyn’) landlord’s insurance policy, which was declined. Mr B says Alwyn treated him unfairly. What happened The details of this complaint are well known to both parties, so I wo... (2 pages)View decision -
Decision Reference DRN-5853484
5 Nov 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5853484 The complaint Ms W complains about problems she experienced after she agreed to voluntarily surrender a car she had been financing through an agreement with Marsh Finance Limited (who I’ll call MFL. What happened Ms W entered a hire purchase agreement with MFL on 28 August 2... (2 pages)View decision -
Decision Reference DRN-5793434
5 Nov 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5793434 The complaint Mrs B is unhappy that a car supplied to her under a hire purchase agreement with RCI Financial Services Limited trading as Mobilize Finance was of an unsatisfactory quality. What happened In January 2022, Mrs B was supplied with a brand-new hybrid car through ... (4 pages)View decision -
Decision Reference DRN-5928537
5 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5928537 The complaint Miss H complains NewDay Ltd (NewDay) failed to carry out proper affordability checks before it increased the credit limits on her credit card account. What happened Miss H says NewDay approved a credit card account for her in October 2020 with a limit of £600, ... (4 pages)View decision