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-5748909
21 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5748909 The complaint Mrs R complains Monzo Bank Ltd (“Monzo”) failed to protect her from financial harm and prevent her loss when she fell victim to a scam. Mrs R has appointed a professional representative who has brought this complaint on her behalf. However, for ease, I will sim... (3 pages)View decision -
Decision Reference DRN-5624023
21 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5624023 The complaint Mr O complains that Lloyds Bank PLC (“Lloyds”) closed his account and registered an adverse Cifas marker against him. What happened Mr O had a current account with Lloyds. In December 2023, Mr O received two payments into his account from third parties. Lloyds... (4 pages)View decision -
Decision Reference DRN-5616723
21 Oct 2025 Lloyds Bank PLC Not upheldPensions and AnnuitiesDRN-5616723 The complaint Mr D complains that Lloyds Bank PLC (Lloyds) misadvised him to contract out of the State Earnings Related Pension Scheme (SEPRS) in 1989 resulting in financial losses as his pension benefits are lower than they would have been had he remained in SERPS. He wants... (3 pages)View decision -
Decision Reference DRN-5863428
21 Oct 2025 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-5863428 The complaint Mrs O complains that Financial & Legal Insurance Company Ltd (“FLIC”) declined to cover a failed central heating pump under her home emergency insurance policy, and about the service she got from it during her claim. When I mention FLIC I also mean its supp... (3 pages)View decision -
Decision Reference DRN-5896191
21 Oct 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5896191 The complaint Mr S complained that his claim for damage caused by a leaking shower was unfairly settled by Advantage Insurance Company Limited (“Advantage”) under his home insurance policy. What happened Mr S made a claim when he noticed some water staining to his living roo... (5 pages)View decision -
Decision Reference DRN-5893764
21 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5893764 The complaint Mr K is unhappy with the service he received from Monzo Bank Ltd when he called up to close his current account. What happened Mr K called Monzo in June 2025 to close his current account. The adviser told Mr K to withdraw any money still in the account and then... (2 pages)View decision -
Decision Reference DRN-5877949
21 Oct 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5877949 The complaint Mr R complains about charges Volkswagen Financial Services (UK) Limited (VWFS) trading as Audi Financial Services applied due to the delay in Mr R’s car being returned at the end of his contract. He would like these charges waived and compensation for the dist... (2 pages)View decision -
Decision Reference DRN-5746582
21 Oct 2025 Wakam UpheldInsuranceDRN-5746582 The complaint Ms D’s complaint is about a claim she made on her Wakam pet insurance policy, which Wakam declined. Ms D says Wakam treated her unfairly. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’l... (3 pages)View decision -
Decision Reference DRN-5871662
21 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5871662 The complaint Mr D complains Monzo Bank Ltd (“Monzo”) refuses to refund him for a transaction on his account he says he didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Mr D was book... (3 pages)View decision -
Decision Reference DRN-5759820
21 Oct 2025 ManyPets Ltd Not upheldInsuranceDRN-5759820 The complaint Mrs B has complained that ManyPets Ltd, an insurance intermediary, didn’t inform her that the insurance policy she had for her dog failed to renew automatically. This meant that when she made a claim on the policy, there was no cover. What happened Mrs B first... (4 pages)View decision