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-5672936
21 Oct 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5672936 The complaint Miss C complains that MONEYBARN NO.1 LIMITED (Moneybarn) lent to her irresponsibly. What happened In June 2022, Miss C entered into a finance agreement with Moneybarn as shown below, to buy a car. Date Amount of credit Term Monthly paymentTotal repayable 13... (3 pages)View decision -
Decision Reference DRN-5841482
21 Oct 2025 HSBC UK Bank Plc UpheldMortgagesDRN-5841482 The complaint Mr B and Mrs C complain that HSBC UK Bank Plc delayed their mortgage application by requesting unnecessary information from the broker. They believe that HSBC made the process onerous which led to the delays and the application being cancelled on more than one ... (4 pages)View decision -
Decision Reference DRN-5396679
21 Oct 2025 Credit Suisse International Not upheldInvestmentsDRN-5396679 The complaint Miss F complains that Credit Suisse International (Credit Suisse) provided her with unclear and misleading information for an investment product it managed. What happened In 2010 Miss F went into a Yorkshire Building Society branch and was told about an invest... (3 pages)View decision -
Decision Reference DRN-4301306
21 Oct 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4301306 The complaint Mr B complains about the way Aviva Life & Pensions UK Limited (Aviva) administered his reviewable whole of life (RWOL) policy. What happened Mr B took out a RWOL policy in 1991 provided and administered by Aviva. There’s little information available about ... (5 pages)View decision -
Decision Reference DRN-5747349
21 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5747349 The complaint Mr S complains that Monzo Bank Ltd (Monzo) won’t refund the money he lost as a result of an investment scam. Mr S is represented in this complaint by a Claims Management Company (CMC). What happened When Mr S submitted his complaint to the CMC, in March 2025, ... (6 pages)View decision -
Decision Reference DRN-5747388
21 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5747388 The complaint Mr S complains that Bank of Scotland plc, trading as Halifax, won’t refund the money he lost as a result of an investment scam. Mr S is represented in this complaint by a Claims Management Company (CMC). What happened When Mr S submitted his complaint to the C... (4 pages)View decision -
Decision Reference DRN-5747434
21 Oct 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5747434 The complaint Mr S complains that The Co-operative Bank Plc (Co-Op Bank) won’t refund the money he lost as a result of an investment scam. Mr S is represented in this complaint by a Claims Management Company (CMC). What happened When Mr S submitted his complaint to the CMC,... (5 pages)View decision -
Decision Reference DRN-5891418
21 Oct 2025 Wakam Not upheldInsuranceDRN-5891418 The complaint Mr V complains that Wakam declined a claim on his pet insurance policy and said the policy was void. What happened Mr V took out pet insurance policy for his two pet dogs. The policy started on 29 October 2023. It’s underwritten by Wakam. When Mr V made a claim... (3 pages)View decision -
Decision Reference DRN-5823258
21 Oct 2025 ITC Compliance Limited UpheldInsuranceDRN-5823258 The complaint Mr R complains about Itc Complaince Limited (“ITC”) explaining his belief that their error when selling him his Guaranteed Asset Protection (“GAP”) insurance policy has resulted in him being unable to claim against it, following the total loss of his car. What ... (4 pages)View decision -
Decision Reference DRN-5815383
21 Oct 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5815383 The complaint Mr C complains Ageas Insurance Limited (Ageas) provided poor workmanship when he made a claim on his motor insurance policy after his windscreen was damaged. And that the service and windscreen provided wasn’t satisfactory. Ageas are the underwriters of this p... (3 pages)View decision