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 369228 results
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Decision Reference DRN-5161532
7 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5161532 The complaint Mr F is complaining that Monzo Bank Ltd didn’t do enough to prevent him from making payments to a cryptocurrency investment scam. What happened In June 2024 Mr F became involved in a cryptocurrency investment scheme after seeing it advertised on social media. M... (2 pages)View decision -
Decision Reference DRN-5404405
7 May 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5404405 The complaint Mr L complains that Frasers Group Financial Services Limited trading as Studio (Studio) acted irresponsibly when they agreed to the opening of a catalogue account and subsequent credit limit increases. In bringing his complaint Mr L is represented by a third pa... (4 pages)View decision -
Decision Reference DRN-5209809
7 May 2025 Elmfield Financial Planning Limited Not upheldPensions and AnnuitiesDRN-5209809 The complaint Ms B complains that Elmfield Financial Planning Limited (Elmfield) has unfairly charged her an initial advice fee despite her not following the recommended advice. Ms B said that the advice wasn’t in her best interests. To put things right, Ms B would like Elmf... (8 pages)View decision -
Decision Reference DRN-5400533
7 May 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5400533 The complaint Mrs M complains about problems when she applied for a new interest rate product for her mortgage with Barclays Bank UK PLC. Mrs M asks for compensation and an explanation as to what happened. What happened Mrs M applied for a five-year fixed interest rate produ... (3 pages)View decision -
Decision Reference DRN-5540367
7 May 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5540367 The complaint Mr M’s complaint is about the due diligence checks Westerby Trustee Services Limited (‘Westerby’) carried out in relation to his self-invested personal pension (‘SIPP’). What happened Mr M says he was introduced to an independent financial adviser (‘IFA’) I’ll... (27 pages)View decision -
Decision Reference DRN-5516193
7 May 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5516193 The complaint Mr B complains that a car that was supplied to him under a hire purchase agreement with Specialist Motor Finance Limited wasn’t of satisfactory quality. What happened I issued a provisional decision on this complaint last month in which I described what had hap... (5 pages)View decision -
Decision Reference DRN-5521187
7 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5521187 The complaint Mr S complains Barclays Bank UK Plc acted unfairly by declining a payment he made using his debit card, after requesting a replacement card. What happened In December 2024 Mr S contacted Barclays to request a replacement debit card. Barclays confirmed it shoul... (2 pages)View decision -
Decision Reference DRN-5460819
7 May 2025 Motors Insurance Company Limited Not upheldInsuranceDRN-5460819 The complaint Mr G complains that Motors Insurance Company Limited (MIC) unfairly settled a claim he made on his Guaranteed Asset Protection (GAP) insurance policy. What happened Mr G acquired a car (the car) in June 2022 for around £54,451.00 (the purchase price). Around th... (3 pages)View decision -
Decision Reference DRN-5537774
7 May 2025 CMME Mortgages And Protection Limited UpheldInsuranceDRN-5537774 The complaint Miss L complains that CMME MORTGAGES AND PROTECTION LIMITED trading as CMME mis-sold her income protection policy. What happened CMME accepts it mis-sold a policy to Miss L in September 2022. It sold her an income protection policy with a 52 week deferred peri... (3 pages)View decision -
Decision Reference DRN-5404941
7 May 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5404941 The complaint Mr D’s complaint is about the settlement offered and the handling of a claim under his mobile phone insurance with Assurant General Insurance Limited. What happened Mr D contacted Assurant in July 2024, as his phone was damaged. The phone was deemed to be beyon... (3 pages)View decision
