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 380824 results
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Decision Reference DRN-4998380
27 Oct 2025 Tickmill UK LTD UpheldInvestmentsDRN-4998380 The complaint Mr W’s complaint relates to his derivatives trading account provided by Tickmill UK Limited, his primary concern being that Tickmill categorised him as an elective professional client, which led him to incur excessive losses. What happened The background to the... (5 pages)View decision -
Decision Reference DRN-5731010
27 Oct 2025 Honda Finance Europe Plc Not upheldConsumer CreditDRN-5731010 The complaint Mr H complains that a car that was supplied to him under a hire purchase agreement with Honda Finance Europe plc was misrepresented to him and wasn’t of satisfactory quality. What happened A new car was supplied to Mr H under a hire purchase agreement with Hond... (3 pages)View decision -
Decision Reference DRN-5804069
27 Oct 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5804069 The complaint Mrs and Mr R complain that INTACT INSURANCE UK LIMITED, has treated them unfairly when pricing the cost of their home and contents insurance policy over a number of years. Mrs and Mr R feel their loyalty has been taken advantage of with annual increases in the ... (4 pages)View decision -
Decision Reference DRN-5518696
27 Oct 2025 East End Fair Finance Limited UpheldConsumer CreditDRN-5518696 The complaint Mr Z complains that East End Fair Finance Limited trading as Fair Finance lent to him when he could not afford to repay it. Mr Z says that he’s suffered stress and distress due to relentless and ongoing communications from Fair Finance about the debt. Plus, the... (4 pages)View decision -
Decision Reference DRN-5679407
27 Oct 2025 Starr International (Europe) Limited Not upheldInsuranceDRN-5679407 The complaint Mr N complains that Starr International (Europe) Limited declined a claim under his mobile phone insurance policy. Any reference to Starr includes its agents. What happened Mr N held insurance cover for his phone and tablet. The policy was underwritten by Sta... (3 pages)View decision -
Decision Reference DRN-5606376
27 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5606376 The complaint Mr J complains that Barclays Bank UK PLC won’t refund him after he was the victim of an investment scam. What happened Mr J says he was contacted about an investment over a popular social media platform and added to a chat group on a messaging platform. He was ... (4 pages)View decision -
Decision Reference DRN-5909549
27 Oct 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5909549 The complaint Mrs C is unhappy with customer service provided, and how a complaint she made was handled, in relation to a hire agreement taken with Motability Operations Limited. Mrs C has been represented on this complaint. And some of the contact with Motability covered be... (3 pages)View decision -
Decision Reference DRN-5798641
27 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5798641 The complaint Mrs A complains Monzo Bank Ltd recorded a marker against her on a fraud database and closed her account. She doesn’t think it’s treated her fairly. What happened A summary of what happened is below. Mrs A held an account with Monzo. In October 2024, it was cre... (3 pages)View decision -
Decision Reference DRN-5909525
27 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5909525 The complaint Mrs S complains that U K Insurance Limited trading as Direct Line, has treated her unfairly when handling a claim made on her landlords home insurance policy. Mrs S says that UKI and its appointed loss adjuster provided poor service when handling the claim. It ... (5 pages)View decision -
Decision Reference DRN-5730657
27 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5730657 The complaint Mr M is being represented by a claims manager. He’s complaining about Santander UK Plc because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr M fell victim to a cruel cryptocurrency recovery scam after he was contacted by some... (4 pages)View decision
