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-5737819
7 Aug 2025 Gain Credit LLC UpheldConsumer CreditDRN-5737819 The complaint Mr W complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave him loans without carrying out sufficient affordability checks. What happened A summary of Mr W’s loans can be found in the table below. loan number loan amount agreement da... (6 pages)View decision -
Decision Reference DRN-5680718
7 Aug 2025 RAC Insurance Limited Not upheldInsuranceDRN-5680718 The complaint Ms P’s complaint is about a claim she made on her RAC Insurance Limited (‘RAC’) legal expenses insurance policy. Ms P says that RAC treated her unfairly. What happened Ms P made a claim on her RAC legal expenses insurance policy for cover to bring an employment... (4 pages)View decision -
Decision Reference DRN-4485846
7 Aug 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4485846 The complaint Mr and Mrs K complain about a reviewable whole of life (RWOL) policy they hold with Aviva Life & Pensions UK Limited. They’re unhappy with the outcome of a policy review in 2020 which required changes to either the sum assured or monthly premiums. What happ... (3 pages)View decision -
Decision Reference DRN-5709185
7 Aug 2025 Monzo Bank Ltd Not upheldConsumer CreditDRN-5709185 Complaint Mr K has complained about personal loans Monzo UK Plc (“Monzo”) provided to him. He says that this loan was unaffordable and shouldn’t have been provided. Background Monzo provided Mr K with a loan for £7,000.00 in January 2023. Mr K’s loan had a term of 48 months... (3 pages)View decision -
Decision Reference DRN-5689677
7 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5689677 The complaint Mrs R complains that Santander UK Plc won’t refund the money she says she lost to a scam. What happened Mrs R has said she was introduced to a third party, who I will refer to as S, offering investment opportunities. There were three separate investments Mrs R... (2 pages)View decision -
Decision Reference DRN-5733125
7 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5733125 The complaint Mr A complained about the settlement Aviva Insurance Limited (“Aviva”) offered him after his car was written off in an accident, under his motor insurance policy. What happened Mr A was involved in a car accident in October 2024. He contacted Aviva to make a c... (3 pages)View decision -
Decision Reference DRN-5727176
7 Aug 2025 Commsave Credit Union Limited Not upheldConsumer CreditDRN-5727176 Complaint Mr M complains that Commsave Credit Union Limited (“Commsave”) is unfairly reporting adverse credit information about him to credit reference agencies. Background Mr M is complaining about a loan that Commsave provided to him in December 2022. The loan was for £7,... (3 pages)View decision -
Decision Reference DRN-5094143
7 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5094143 The complaint Mr W complains that Monzo Bank Ltd (“Monzo”) won’t refund payments he made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand it to be as follows. ... (5 pages)View decision -
Decision Reference DRN-5627969
7 Aug 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5627969 The complaint Mrs D is unhappy that AXA PPP Healthcare Limited (AXA) didn’t give her enough information about changes made to her private medical insurance policy. She’s also unhappy with the service AXA provided in relation to this. What happened The background to this comp... (3 pages)View decision -
Decision Reference DRN-5108524
7 Aug 2025 Interactive Brokers (U.K.) Limited Not upheldInvestmentsDRN-5108524 The complaint Mr B has complained that Interactive Brokers (U.K.) Limited (‘IB’) gave him misleading information that caused him to lose gains on his call options. He wasn’t aware IB would not automatically exercise those options even if they were in the money. Rather than t... (5 pages)View decision