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-5805817
9 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5805817 The complaint Mr A complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds he says he lost when he fell victim to a scam. What happened Mr A says that he hadn’t invested before. He was introduced to an investment opportunity with someone I’ll call F in this decisio... (4 pages)View decision -
Decision Reference DRN-5693360
9 Sep 2025 Close Brothers Limited UpheldConsumer CreditDRN-5693360 The complaint Mr B complains that a car supplied to him under a hire purchase agreement with Close Brothers Limited (CBL) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional decision ... (5 pages)View decision -
Decision Reference DRN-5692782
9 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5692782 The complaint Mr P complains that HSBC UK Bank Plc didn’t treat him fairly when communicating with him about transactions he was attempting to make on his account. What happened Mr P says that on two occasions at different businesses his credit card was declined when he att... (3 pages)View decision -
Decision Reference DRN-5805611
9 Sep 2025 DP Pensions Limited Not upheldPensions and AnnuitiesDRN-5805611 The complaint Mr T complains that DP Pensions Limited (‘DPP’) failed to carry out, or draw reasonable conclusions from, due diligence on the adviser that introduced his Self-Invested Personal Pension (‘SIPP’) business to DPP and on the investments DPP allowed him to make. He... (13 pages)View decision -
Decision Reference DRN-5593415
9 Sep 2025 ECCLESIASTICAL INSURANCE OFFICE PUBLIC LIMITED COMPANY Not upheldInsuranceDRN-5593415 The complaint Mr M is complaining about the way ECCLESIASTICAL INSURANCE OFFICE PUBLIC LIMITED COMPANY (‘Ecclesiastical’) handled a claim he made on his commercial property insurance policy. Ecclesiastical has used a loss adjuster to handle the claim on its behalf. But, for ... (5 pages)View decision -
Decision Reference DRN-5336232
9 Sep 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5336232 The complaint Mrs A has complained to Scottish Equitable Plc trading as Aegon (‘Aegon’) about delays she experienced when transferring her pension plan to another plan within Scottish Equitable. What happened The background to this complaint is well known to both parties so... (5 pages)View decision -
Decision Reference DRN-5691241
9 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5691241 The complaint A limited company, which I’ll refer to as ‘E’, is unhappy that American Express Service Europe Limited (“AmEx”) attempted a direct debit payment even though a manual payment for the payment amount had already been made. E’s complaint is brought to this service ... (3 pages)View decision -
Decision Reference DRN-5328142
9 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5328142 The complaint Mr B complains that Barclays Bank UK PLC didn’t do enough to protect him when he made a payment to a property investment opportunity that he now considers was a scam. In bringing his complaint to this service Mr B is represented, but for ease of reading I will... (3 pages)View decision -
Decision Reference DRN-5801460
9 Sep 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5801460 The complaint Mr S and Ms U are unhappy that AXA PPP Healthcare Limited delayed settling a claim made on their private medical insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. I’ll focus on givin... (2 pages)View decision -
Decision Reference DRN-5716848
9 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5716848 The complaint Mr L complains Admiral Insurance (Gibraltar) Limited (Admiral) missed a claim he had added, and incorrectly recorded details about the named driver, in his application for a motor insurance policy when it provided him with a quotation. And when the details were... (3 pages)View decision
