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-5748010
19 Jan 2026 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5748010 The complaint Mr O complains that Accredited Insurance (Europe) Ltd voided his home insurance policy. Any reference to Accredited includes its agents. What happened Mr O took out a home insurance policy with Accredited online, and the policy started on 24 February 2020. He... (3 pages)View decision -
Decision Reference DRN-6062272
19 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6062272 The complaint Mr A complains that Barclays Bank UK PLC won’t reimburse him with money he lost to a scam. Mr A has brought his complaint to us through a professional representative. For ease, I’ll refer to their submissions as being from Mr A. What happened In July 2025 Mr A ... (5 pages)View decision -
Decision Reference DRN-6076988
19 Jan 2026 GUINNESS ASSET MANAGEMENT LIMITED Not upheldInvestmentsDRN-6076988 The complaint In 2019 an Enterprise Investment Scheme (‘EIS’) provided by GUINNESS ASSET MANAGEMENT LIMITED (‘Guinness’) was recommended to Mr S by his adviser. In October that year he invested around £75,000 in the Guinness AIM EIS 2020 (the ‘Guinness EIS’). His portfolio w... (8 pages)View decision -
Decision Reference DRN-5954433
19 Jan 2026 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-5954433 The complaint The estate of Mrs M (‘the estate’) is represented by one of its executors (‘E’). The late Mrs M sadly passed away in July 2024. She held an Investment Bond (‘IB’) provided by Aviva Life & Pensions UK Limited (‘Aviva’). The estate’s complaint is about confl... (4 pages)View decision -
Decision Reference DRN-5920389
19 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5920389 The complaint Mrs S has complained that Monzo Bank Ltd unfairly defaulted her account. What happened Mrs S had an account with Monzo, which was overdrawn. She’d been in an arrangement to pay, but when this ended, the account was defaulted. She’s explained she wasn’t sent a c... (2 pages)View decision -
Decision Reference DRN-6056267
19 Jan 2026 Haven Insurance Company Limited UpheldInsuranceDRN-6056267 The complaint Miss N complained about Haven Insurance Company Limited’s (“Haven”) handling of her claim following a hit and run incident, under her motor insurance policy. What happened On 26 February 2025 Miss N said another driver hit her car causing her to crash into a b... (4 pages)View decision -
Decision Reference DRN-6005936
19 Jan 2026 Hiscox Insurance Company Limited Not upheldInsuranceDRN-6005936 The complaint Mrs H has complained about the settlement offered by Hiscox Insurance Company Limited following a claim for business interruption losses under her business insurance policy. Mrs H is represented in this complaint but, for ease, I will refer to her throughout. ... (7 pages)View decision -
Decision Reference DRN-5922101
19 Jan 2026 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5922101 The complaint Mr W complains that Frasers Group Financial Services Limited trading as Frasers Plus (Frasers) acted irresponsibly when they agreed to lend to him as he said he was already overly indebted. What happened Around July 2024 Mr W applied for a revolving credit faci... (3 pages)View decision -
Decision Reference DRN-5831803
19 Jan 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5831803 The complaint Miss T complains about the way Admiral Insurance (Gibraltar) Limited handled a claim she made on her contents insurance policy. Admiral has been represented on the claim by its agents. For simplicity, at points, I’ve referred to the actions of Admiral’s agents ... (2 pages)View decision -
Decision Reference DRN-5750937
19 Jan 2026 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5750937 The complaint Mr J complains that PROPEL HOLDINGS (UK) LIMITED trading as Quid Market lent to him irresponsibly. Mr J says that proper checks would have led to Quid Market recognising he had a gambling problem and so would not have lent to him. What happened Here is a brief ... (2 pages)View decision