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-5746212
3 Oct 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5746212 The complaint Mrs M has complained that she wasn’t provided with prior notification and information about Phoenix Life Limited’s decision to apply a “soft close” to the SL abrdn MyFolio Market V Pension Fund. Mrs M has said that not knowing how the decision might affect her... (9 pages)View decision -
Decision Reference DRN-5295900
3 Oct 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5295900 The complaint Mrs D complains that Revolut Ltd (‘Revolut’) hasn’t refunded the money she lost to a cryptocurrency investment scam. Mrs D referred her complaint to this service with the help of a professional representative. However, for ease of reading, I’ve referred only t... (7 pages)View decision -
Decision Reference DRN-5704207
3 Oct 2025 Match the Cash Limited Not upheldConsumer CreditDRN-5704207 The complaint Mrs T complains that Match the Cash Limited (Match the Cash) acted irresponsibly in providing her with a guarantor loan because it was unaffordable for her. What happened Mrs T took out a personal loan with Match the Cash in June 2023. The loan was for £6,000.... (2 pages)View decision -
Decision Reference DRN-5390718
3 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5390718 The complaint Mr M complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (“APP”) investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail h... (3 pages)View decision -
Decision Reference DRN-5833636
3 Oct 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5833636 The complaint Mr J complains about how Admiral Insurance (Gibraltar) Limited (‘Admiral’) dealt with a motor insurance claim he made. Some of Mr J’s dissatisfaction is with agents acting on behalf of Admiral. As they’ve accepted responsibility for their agents’ actions, any r... (3 pages)View decision -
Decision Reference DRN-5858206
3 Oct 2025 Ageas Insurance Limited UpheldInsuranceDRN-5858206 The complaint Mrs C complains that Ageas Insurance Limited (Ageas) declined a claim made under her home insurance policy. Where I’ve referred to Ageas, this also includes any agents acting on their behalf. What happened Mrs C has home insurance underwritten by Ageas. In No... (5 pages)View decision -
Decision Reference DRN-5709678
3 Oct 2025 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-5709678 The complaint Mr P complains that Accelerant Insurance Europe SA/NV UK Branch declined a claim he made on a buildings insurance policy. Reference to Mr P or Accelerant includes their respective representatives. What I’ve decided – and why I’ve considered all the available ... (2 pages)View decision -
Decision Reference DRN-5852512
3 Oct 2025 Black Horse Finance Limited Not upheldConsumer CreditDRN-5852512 The complaint Mrs A complains about the quality of a car supplied by Black Horse Finance Limited (‘BH’). 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 ... (4 pages)View decision -
Decision Reference DRN-5738952
3 Oct 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5738952 The complaint Mrs O complains about the quality of a car she has been financing through and agreement with N.I.I.B. Group Limited, trading as Northridge Finance (who I’ll call Northridge). What happened The detailed background to this complaint is well known to both parties.... (3 pages)View decision -
Decision Reference DRN-5858124
3 Oct 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5858124 The complaint Miss C and Mr S have complained that their travel insurer, Inter Partner Assistance SA (‘IPA’), didn’t compensate them fully after they made a claim on their policy. What happened Miss C and Mr S took out a single trip insurance policy with IPA for a holiday t... (3 pages)View decision
