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 375868 results
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Decision Reference DRN-5730790
1 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5730790 The complaint Mr C complains that Monzo Bank Ltd (“Monzo”) won’t refund payments he made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand it to be as follows. ... (5 pages)View decision -
Decision Reference DRN-5631174
1 Aug 2025 Timothy John Pollitt Not upheldInvestmentsDRN-5631174 The complaint Mrs G complains about the investment advice she received from Timothy John Pollitt trading as Tim J Pollitt & Co IFA (‘TJP’). She also says she didn’t receive the ongoing reviews she was paying for, and says in any event, she didn’t need such a service. Wha... (6 pages)View decision -
Decision Reference DRN-5542495
1 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5542495 The complaint Mr K complains that the car he acquired through Black Horse Limited trading as Black Horse (“BHL”), wasn’t of satisfactory quality. He wants BHL to compensate him and contribute towards the costs he’s incurred. What happened Mr K entered into a hire purchase ag... (3 pages)View decision -
Decision Reference DRN-5536795
1 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5536795 The complaint Mr H is unhappy with what Aviva Insurance Limited did after he made a claim on his legal expenses insurance policy. What happened In November 2022 Mr H sought assistance from his policy with a claim against the owner of a neighbouring property. That related to ... (5 pages)View decision -
Decision Reference DRN-5648801
1 Aug 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5648801 The complaint Mr Y complains that a car acquired under a hire purchase agreement with Blue Motor Finance Ltd wasn’t of satisfactory quality when it was supplied to him. What happened The parties are familiar with the background of this complaint so I will only summarise wha... (4 pages)View decision -
Decision Reference DRN-5065789
1 Aug 2025 Wren Sterling Financial Planning Limited UpheldPensions and AnnuitiesDRN-5065789 The complaint Mr T complains about the service received from Wren Sterling Financial Planning Limited trading as Wren Sterling (‘Wren’) in relation to his pension. Mr T says that Wren has failed to provide the ongoing advice he was paying for and that it also failed to arran... (10 pages)View decision -
Decision Reference DRN-5700687
1 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5700687 The complaint Mr S has complained about the way NewDay Ltd trading as Pulse Credit Card handled a claim for money back in relation to a transaction he’d made using his credit card. What happened The circumstances of the complaint are well known to the parties, so I’m not go... (3 pages)View decision -
Decision Reference DRN-5685272
1 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5685272 The complaint Miss B is complaining that Wise Payments Limited didn’t do enough to prevent her from making payments to a scam. What happened Both parties are familiar with the circumstances, so I’ll only summarise them here. In December 2023 Miss B fell victim to a job scam.... (3 pages)View decision -
Decision Reference DRN-5504256
1 Aug 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5504256 The complaint Mr and Mrs C have said that Clydesdale Bank Plc unfairly refused to proceed with an application they wanted to make to port their mortgage to a different property. What happened Mr and Mrs C held an existing mortgage with Clydesdale. A mortgage offer issued in ... (5 pages)View decision -
Decision Reference DRN-5727691
1 Aug 2025 Vitality Health Limited Not upheldInsuranceDRN-5727691 The complaint Mr B has complained that Vitality Health Limited declined a claim he made on a private medical insurance policy. What happened Mr B had a sight test on 29 August 2023 and made a claim under the policy for the test and for contact lenses, which was paid. Withou... (2 pages)View decision
