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-5824336
19 Sep 2025 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-5824336 The complaint Mrs S complains about the outcome of a claim she made to Ikano Bank AB (publ) (“Ikano”) about a sofa purchase. What happened In April 2022, Mrs S took out a fixed sum loan agreement with Ikano to pay for sofas that she’d ordered with a supplier I’ll call ‘D’. T... (3 pages)View decision -
Decision Reference DRN-5828967
19 Sep 2025 MetLife Europe d.a.c. UpheldInsuranceDRN-5828967 The complaint Mr A is unhappy that MetLife Europe d.a.c has declined claims made under his personal accident policy (‘the policy’) for: • (Permanent) loss of use of a shoulder; and • Total and Permanent Disability (TPD). He’s also unhappy with the way in which the claims ... (6 pages)View decision -
Decision Reference DRN-5807532
19 Sep 2025 Wakam Not upheldInsuranceDRN-5807532 The complaint Mrs K has complained that Wakam returned a repaired phone to her that was still faulty, and has refused to pay for the cost of repairing it. Wakam is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on the... (3 pages)View decision -
Decision Reference DRN-5795533
19 Sep 2025 Utmost Life and Pensions Limited Not upheldPensions and AnnuitiesDRN-5795533 The complaint Mr W complains that Utmost Life And Pensions Limited (Utmost) haven’t been able to find any record of his pension he took out with Equitable Life in 1994. What happened Our investigator set out the background to this complaint in his letter of recommendation fo... (3 pages)View decision -
Decision Reference DRN-5655782
19 Sep 2025 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-5655782 The complaint The trustees for the S Trust (‘the trust’) complain that The Prudential Assurance Company Limited (‘Prudential’) gave poor service when they asked it to pay out an investment plan. What happened The trust held an investment plan with Prudential. In July 2024 a ... (5 pages)View decision -
Decision Reference DRN-5828914
19 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5828914 The complaint Mr H has complained that Revolut Ltd won’t refund money he says he lost to a scam. What happened Mr H has said he met the scammer (who I shall refer to as S) in December 2022 on social media and began talking romantically on a social messaging application. A fe... (3 pages)View decision -
Decision Reference DRN-5578928
19 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5578928 The complaint Mr B complains that Monzo Bank Ltd didn’t do enough to protect him from being a victim of fraud and then didn’t agree to refund his losses. Mr B wants his losses refunded along with statutory interest. Mr B is represented by a third party but for ease of refere... (4 pages)View decision -
Decision Reference DRN-5729753
19 Sep 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5729753 The complaint Mr M complains about how his insurer, Watford Insurance Company Europe Limited (Watford) handled a claim for damage to his vehicle in an accident. Specifically, Mr M is unhappy with the valuation of his vehicle as a total loss, but also that Watford disposed of... (5 pages)View decision -
Decision Reference DRN-5811527
19 Sep 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5811527 The complaint Mrs P argues that Creation Consumer Finance Ltd (trading as Creation) lent irresponsibly to her when it agreed a loan. What happened In February 2023 Creation agreed a £25,000 loan for Mrs P. The loan was to be repaid over 60 months, with a monthly repayment of... (5 pages)View decision -
Decision Reference DRN-5804162
19 Sep 2025 esure Insurance Limited Not upheldInsuranceDRN-5804162 The complaint Mr R complains about the actions of esure Insurance Limited (‘esure’) when recording a fraud marker against his name on the national fraud database (‘CIFAS’). What happened The background to this complaint is well known to Mr R and esure. I won’t repeat in deta... (2 pages)View decision