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 380824 results
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Decision Reference DRN-5626265
7 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5626265 The complaint Mr A complains about how Aviva Insurance Limited (“Aviva”) intend to settle his property insurance claim. He says they won’t agree to include items that will be damaged during the repair process. What happened The following is a summary of key events only. Mr... (3 pages)View decision -
Decision Reference DRN-5680601
7 Oct 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5680601 The complaint Ms G, who is represented by a third party, has complained that Mercedes-Benz Financial Services UK Limited (‘Mercedes-Benz”) irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In April 2021 Ms G acquired a used car ... (2 pages)View decision -
Decision Reference DRN-5677256
7 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5677256 The complaint Mr W complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost to a recovery scam. He’s represented in this complaint. To keep things simple, I’ll refer to Mr W throughout this decision. What happened In summary, between July 2023 and January 2024, ... (3 pages)View decision -
Decision Reference DRN-5665443
7 Oct 2025 Advisory Insurance Brokers Limited UpheldInsuranceDRN-5665443 The complaint A limited company, which I will call W, has complained about the service provided by Advisory Insurance Brokers Limited trading as Towergate Insurance Brokers when arranging its business protection insurance cover. Mr F, one of the directors of W, has brought ... (2 pages)View decision -
Decision Reference DRN-5836389
7 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5836389 The complaint Mrs G complains that U K Insurance Limited trading as Direct Line (‘UKI’) declined her claim for storm damage under her home insurance policy. She’s also unhappy with the settlement offered for internal damage. What happened The following is intended as a summ... (4 pages)View decision -
Decision Reference DRN-5864478
7 Oct 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5864478 The complaint Mr and Mrs B, and Mrs G, complain that INTACT INSURANCE UK LIMITED (IIUK) declined a claim made under their home insurance policy. Where I’ve referred to IIUK throughout, this includes where they were trading under a different name during the claim and also in... (7 pages)View decision -
Decision Reference DRN-5419350
7 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5419350 The complaint Mr A is complaining that Monzo Bank Ltd won’t refund a payment he said he didn’t make. The complaint is brought on his behalf by a professional representative but for ease I’ll mainly refer to Mr A here. What happened The circumstances are known to both parties... (3 pages)View decision -
Decision Reference DRN-5589721
7 Oct 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5589721 Complaint Miss W complains that MotoNovo Finance Limited (“MotoNovo”) unfairly entered into a hire- purchase agreement with her. She’s said the payments to her agreement were unaffordable. Background In May 2021, MotoNovo provided Miss W with finance for a used car. The cas... (3 pages)View decision -
Decision Reference DRN-5864235
7 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5864235 The complaint Mr and Mrs C complain that Clydesdale Bank Plc trading as Virgin Money (“Virgin”) are unfairly reporting missed payments on their credit files in relation to a current account they have with it. What happened In December 2024, Mr and Mrs C say that they had an... (4 pages)View decision -
Decision Reference DRN-5824375
7 Oct 2025 Highway Insurance Company Limited Not upheldInsuranceDRN-5824375 The complaint Mrs B complains about the way Highway Insurance Company Limited (“Highway”) dealt with a theft claim she made under her motor insurance policy. What happened Mrs B held a motor insurance policy with Highway. She reported a claim to them in September 2023 when ... (5 pages)View decision
