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 392389 results
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Decision Reference DRN-5774047
22 Jan 2026 Monument Bank Limited Not upheldBanking and PaymentsDRN-5774047 The complaint Mr N complains that Monument Bank Limited (‘Monument’) won’t refund the money he lost to a scam. What happened The background is known to both parties, so I won’t repeat all the details. In summary, in April 2025, Mr N was contacted on his messaging app by some... (3 pages)View decision -
Decision Reference DRN-6017990
22 Jan 2026 PolicyBee Ltd Not upheldInsuranceDRN-6017990 The complaint B (a limited company) complains that PolicyBee Ltd (“PolicyBee”) has mis-sold a business insurance policy by falsely describing its scope of cover. Mr P has brought the complaint on behalf of B, so I’ll largely refer to him throughout. Any reference to B or Pol... (3 pages)View decision -
Decision Reference DRN-5839866
22 Jan 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5839866 The complaint Mr and Mrs F complain that The Royal Bank of Scotland Plc (‘RBS’) have refused to reimburse their losses after they fell victim to what they believe to be an investment scam. In bringing this complaint Mr and Mrs F are supported by a professional representativ... (7 pages)View decision -
Decision Reference DRN-6093476
22 Jan 2026 Madison CF UK Limited UpheldConsumer CreditDRN-6093476 The complaint Mr C complains Madison CF UK Limited trading as 118 118 Money (“Madison”) unfairly applied interest and took payments while he was in financial difficulties. What happened The background to this complaint is well known to both parties, so I won’t repeat it at ... (3 pages)View decision -
Decision Reference DRN-6022676
22 Jan 2026 Tesco Underwriting Limited Not upheldInsuranceDRN-6022676 The complaint Mr C has complained about Tesco Underwriting Limited’s handling of claim he made on his motor insurance policy. Amongst other things he complained that Tesco had undervalued his car, delayed in arranging a hire car and provided poor customer service. What happe... (4 pages)View decision -
Decision Reference DRN-5852330
22 Jan 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-5852330 The complaint Mr B complains that AXA Insurance UK Plc unfairly cancelled his motor insurance policy. What happened Mr B took out a motor insurance policy with AXA. But when AXA checked the information Mr B gave it, it noticed a claim it hadn’t been told about. AXA emailed M... (3 pages)View decision -
Decision Reference DRN-6089054
22 Jan 2026 Aviva Insurance Limited Not upheldInsuranceDRN-6089054 The complaint Mr D complains that Aviva Insurance Limited (“Aviva”) wouldn’t pay him enough to repair his car following a claim under his car insurance policy. What happened Mr D had a car insurance policy with Aviva, arranged through a broker. In 2023 his car suffered a fir... (3 pages)View decision -
Decision Reference DRN-6024691
22 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6024691 The complaint Mrs S’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (... (13 pages)View decision -
Decision Reference DRN-5974343
22 Jan 2026 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5974343 The complaint Mrs R and Mr R complain about how The National Farmers’ Union Mutual Insurance Society Limited (NFU) settled a claim made under their buildings insurance policy. Mrs R and Mr R are represented by Mr E. For ease I’ll refer to Mr R as he was the primary contact ... (3 pages)View decision -
Decision Reference DRN-6057249
22 Jan 2026 Independent Financial Services 4 You Ltd UpheldPensions and AnnuitiesDRN-6057249 The complaint Mr T complains that Independent Financial Services 4 You Ltd’s (‘IFS4Y’) financial advice enabled him to make an unsuitable transfer of a defined benefit occupational pension scheme (‘OPS’) to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’). Mr T beli... (10 pages)View decision