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 401363 results
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Decision Reference DRN-5867997
31 Oct 2025 PSI-Pay Ltd Not upheldBanking and PaymentsDRN-5867997 The complaint Mr R complains that PSI-Pay Ltd unfairly decided not to issue a refund for several payments he reported as unauthorised. He’s also unhappy about missing funds and that the firm restricted and later closed his Pockit account. What happened Both parties seem to h... (4 pages)View decision -
Decision Reference DRN-5886318
31 Oct 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5886318 The complaint Mr R complains about the quality of a car he has been financing through an agreement with MotoNovo Finance Limited (MotoNovo). What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some ... (4 pages)View decision -
Decision Reference DRN-5711537
31 Oct 2025 ZILCH TECHNOLOGY LIMITED Not upheldConsumer CreditDRN-5711537 The complaint Mr M complains about an issue with his account with ZILCH TECHNOLOGY LIMITED (‘Z’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with minimum... (3 pages)View decision -
Decision Reference DRN-5920375
31 Oct 2025 Hiscox Insurance Company Limited Not upheldInsuranceDRN-5920375 The complaint Mrs H, a sole trader, complains about the settlement of her business interruption insurance claim by Hiscox Insurance Company Limited. The claim was made due to the impact of the COVID-19 pandemic. What happened The following is intended only as a summary of th... (7 pages)View decision -
Decision Reference DRN-5781170
31 Oct 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5781170 The complaint Ms S and her representative complain Zurich Insurance Company Ltd (Zurich) unfairly declined to cancel her motor insurance policy and declined to settle her claim. References to Ms S, or her representative, will include the other. Zurich are the underwriters ... (3 pages)View decision -
Decision Reference DRN-5919662
31 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5919662 The complaint Mr B complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost to an investment scam. Mr B is being represented by solicitors in this complaint. For simplicity, my reference to Mr B in this decision also includes submissions made by his representative... (5 pages)View decision -
Decision Reference DRN-5780724
31 Oct 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5780724 The complaint Mrs V complains that Great Lakes Insurance UK Limited declined a claim on her pet insurance policy. What happened Mrs V took out pet insurance for her dog. The policy started on 7 November 2023 and is underwritten by Great Lakes. In March 2025 Mrs V made a clai... (3 pages)View decision -
Decision Reference DRN-5920217
31 Oct 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5920217 The complaint Mr B says Mitsubushi HC Capital UK PLC (Mitsubushi), trading as Novuna Personal Finance, has unfairly declined a claim he made under section 75 of the Consumer Credit Act 1974 (‘CCA. What happened In December 2013, Mr B purchased a timeshare membership from a... (2 pages)View decision -
Decision Reference DRN-5820296
31 Oct 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5820296 The complaint Mr S has complained about the lack of service provided by St. James's Place Wealth Management Plc (“SJP”) whilst it was managing his investments – an investment bond and an Individual Savings Account (“ISA”). He’s also complained that no advice was provide... (7 pages)View decision -
Decision Reference DRN-5785941
31 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5785941 The complaint Mr B complains Bank of Scotland plc trading as Halifax didn’t remove a third party from his account when he asked it do so resulting in his personal information being shared. What happened Mr B has an account with Halifax to which a third party had access with ... (2 pages)View decision