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 374385 results
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Decision Reference DRN-5651634
9 Jul 2025 AJ Bell Management Limited Not upheldPensions and AnnuitiesDRN-5651634 The complaint Mrs W complains AJ Bell Management Limited (‘AJ Bell’) incorrectly emailed her personal data to another customer, causing her a great deal of distress and worry, as well as inconvenience. What happened Mrs W has a self-invested personal pension (‘SIPP’) with A... (3 pages)View decision -
Decision Reference DRN-5640090
9 Jul 2025 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-5640090 The complaint Mr P complains TransUnion International UK Ltd is reporting information on his credit file, relating to an account he says isn’t his. What happened Around August 2023 Mr P contacted TransUnion to say a company I’ll refer to as B, were recording a default on hi... (6 pages)View decision -
Decision Reference DRN-5313132
9 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5313132 The complaint Mr and Mrs C complain that Lloyds Bank PLC (‘Lloyds’) hasn’t refunded the money they believe they lost to an authorised push payment (‘APP’) scam. Whilst the complaint relates to payments from Mr and Mrs C’s joint account, it was Mrs C who referred the complai... (5 pages)View decision -
Decision Reference DRN-5671576
9 Jul 2025 First Central Insurance Management Limited UpheldInsuranceDRN-5671576 The complaint Mr H and his partner Miss B complain that First Central Insurance Management Limited (“First Central”) mishandled a motor insurance policy. What happened The subject matter of the insurance and the complaint is a car, first registered in 2019. In Augst 2022, ... (4 pages)View decision -
Decision Reference DRN-5669441
9 Jul 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5669441 The complaint Mr W complains First Central Underwriting Limited (First Central) acted unfairly and unreasonably in its handling of a claim on his motor insurance policy. First Central are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the ... (3 pages)View decision -
Decision Reference DRN-5538684
9 Jul 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5538684 The complaint Mr Q has complained about the total loss settlement Tradex Insurance Company PLC paid when he made a claim under his car insurance policy. What happened Mr Q made a claim to his insurer, Tradex following an incident. Tradex settled Mr Q’s claim by paying a tota... (3 pages)View decision -
Decision Reference DRN-5651690
9 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5651690 The complaint Mr H complains Bank of Scotland plc trading as Halifax (BoS) lent to him irresponsibly when they granted him an overdraft and failed to ensure it remained affordable. What happened Mr H complains about BoS’ lending decisions below, and says they failed to moni... (3 pages)View decision -
Decision Reference DRN-5677024
9 Jul 2025 Covea Insurance plc Not upheldInsuranceDRN-5677024 The complaint Mr D complains Covea Insurance plc (Covea) have declined a claim he made under his home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. In February 2024 Mr D reported a claim ... (4 pages)View decision -
Decision Reference DRN-5664031
9 Jul 2025 QIC Europe Ltd Not upheldInsuranceDRN-5664031 The complaint Miss H complaints about the manner in which QIC Europe Limited dealt with a claim against her motor insurance policy. Miss H’s policy is branded in the name of one of QIC’s managing general agents (MGA). And the MGA has handled the claim and responded to the co... (4 pages)View decision -
Decision Reference DRN-4936958
9 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4936958 The complaint A company, which I’ll refer to as R, complains that Monzo Bank Ltd (“Monzo”) won’t reimburse the funds it lost to a scam. Mrs W, who is a director of R, brings the complaint on R’s behalf. As Mrs W fell victim to the scam, for ease I have referred to her throu... (5 pages)View decision
