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 386796 results
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Decision Reference DRN-6033454
19 Dec 2025 Ageas Insurance Limited Not upheldInsuranceDRN-6033454 The complaint Mr F complains about Ageas Insurance UK Plc (Ageas) adding two notification-only claims to his policy following validation after he took out a motor the policy. Ageas identified the claims from a search on the Claims and Underwriting Exchange (CUE) database. Ad... (6 pages)View decision -
Decision Reference DRN-6034967
19 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6034967 The complaint Mr A complains that Monzo Bank Ltd loaded an adverse fraud marker against his name. What happened As the circumstances of this complaint are well known to both parties, I have summarised them briefly below. Mr A held an account with Monzo. In January 2025, Monz... (3 pages)View decision -
Decision Reference DRN-5886871
19 Dec 2025 esure Insurance Limited Not upheldInsuranceDRN-5886871 The complaint Mr A complains about esure Insurance Limited (esure) assigning partial liability for a claim following an accident in which his vehicle was hit from behind by a third-party vehicle. Mr A says he provided a clear version of what happened, that he was not at faul... (4 pages)View decision -
Decision Reference DRN-5821381
19 Dec 2025 Trading 212 UK Limited UpheldInvestmentsDRN-5821381 The complaint Mr C complains that Trading 212 UK Limited hasn’t paid him the correct amount of interest within his Individual Savings Account (“ISA”). What happened On 9 November 2024 Mr C made his first deposit of £500 into his ISA with Trading 212 at 10.57pm. On 19 Novembe... (2 pages)View decision -
Decision Reference DRN-6026302
19 Dec 2025 Scottish Widows Schroder Personal Wealth Limited Not upheldInvestmentsDRN-6026302 The complaint Mr J complains that Scottish Widows Schroder Personal Wealth Limited (‘SPW’) failed to inform him that he could reinvest the £180,000 withdrawal monies he took from his investment ISA back into the plan within the same tax year. To put things right, Mr J would ... (6 pages)View decision -
Decision Reference DRN-6035151
19 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6035151 The complaint Mr A complains Bank of Scotland plc trading as Halifax provided him with an unaffordable overdraft facility. Mr A’s complaint has been brought by a professional representative, however for ease I’ve referred to all submissions as though they are his own. What ... (4 pages)View decision -
Decision Reference DRN-5795749
19 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5795749 The complaint Mr I complains Santander UK Plc unfairly blocked and closed his accounts. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr I held multiple accounts... (3 pages)View decision -
Decision Reference DRN-6033212
19 Dec 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-6033212 The complaint Mr P has complained Fortegra Europe Insurance Company Ltd (Fortegra) declined a claim under his SMART insurance policy. What happened Mr P says he emailed Fortegra the day before his SMART policy ended to make a number of claims. He then rang up in early March ... (6 pages)View decision -
Decision Reference DRN-5994150
19 Dec 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5994150 The complaint Mr L has complained that his motor insurer, AXA Insurance UK Plc (AXA’), settled a third- party claim that was made on his policy without his instructions or knowledge. What happened In May 2024 Mr L was involved in a low-speed impact after reversing out of a ... (3 pages)View decision -
Decision Reference DRN-5960388
19 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5960388 The complaint Mr U is unhappy that Monzo Bank Ltd has allowed him to make payments to gambling merchants without any intervention. What happened In August 2025, Mr U had a gambling block on his Monzo current account to prevent him from making gambling transactions as a resul... (3 pages)View decision
