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 401363 results
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Decision Reference DRN-6167834
12 Mar 2026 Phoenix Life CA Limited UpheldInsuranceDRN-6167834 The complaint Mr R complains about the way Phoenix Life CA Limited trading as Sun Life Financial of Canada (‘Sun Life’) managed his “Plan for Life” policy. In particular, he says some direct debit payments were not collected, the policy review expected in 2022 did not take p... (3 pages)View decision -
Decision Reference DRN-6218514
12 Mar 2026 Philip Harper LLP Not upheldPensions and AnnuitiesDRN-6218514 The complaint Mr I considers financial advice provided to him by Philip Harper LLP trading as Financial Management (FMIFA) was unsuitable. He’s also unhappy with the way FMIFA dealt with his complaint. What happened I issued a provisional decision on 23 February 2026. I’ve r... (7 pages)View decision -
Decision Reference DRN-5970530
12 Mar 2026 Stonehaven UK Ltd Not upheldMortgagesDRN-5970530 The complaint Mr and Mrs S said that Stonehaven UK Ltd trading as Canada Life didn’t tell them that interest would continue to accrue on their interest-only lifetime mortgage during an agreed three-month Covid-19 payment deferral. Mr and Mrs S complained in June 2025, when t... (2 pages)View decision -
Decision Reference DRN-6055720
12 Mar 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6055720 The complaint Miss A complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to her. What happened Miss A was approved for a Virgin Money credit card in October 2023, with a £2,800 credit limit. In June 2025, the credit limit was increased to £5,600. Mi... (4 pages)View decision -
Decision Reference DRN-6102530
12 Mar 2026 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-6102530 The complaint Mrs M complains about the quality of a vehicle that was supplied through a motor finance agreement with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (VWFS). What happened In August 2021, Mrs M acquired a used car through a hire ... (3 pages)View decision -
Decision Reference DRN-6192767
12 Mar 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6192767 The complaint Mrs J complains Monzo Bank Ltd (“Monzo”) closed her account with immediate effect and withheld her funds for an unreasonable period. Mrs J says Monzo’s actions have caused her significant financial difficulty, distress and inconvenience particularly as she has ... (2 pages)View decision -
Decision Reference DRN-5976122
12 Mar 2026 U K Insurance Limited Not upheldInsuranceDRN-5976122 The complaint Miss F complains that U K Insurance trading as Churchill Car Insurance (UKI) unfairly handled the cancellation of her motor insurance policy, which led to a default marker being recorded on her credit file. What happened The circumstances of this case are known... (4 pages)View decision -
Decision Reference DRN-6056247
12 Mar 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6056247 The complaint G, a company, complain about Admiral Insurance (Gibraltar) Limited’s handling of a claim they made after their van was damaged. What happened The background to this compliant is well known to both parties, so I’ll provide only a brief summary here. G had a comm... (3 pages)View decision -
Decision Reference DRN-5956475
12 Mar 2026 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-5956475 The complaint Miss G complains Liverpool Victoria Financial Services Limited (LV) unfairly declined her claim when she was too unwell to work. What happened Miss G worked as a manufacturing operative and holds an income protection policy underwritten by LV. The policy is des... (3 pages)View decision -
Decision Reference DRN-6189778
12 Mar 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6189778 The complaint Mr and Mrs B are complaining about Nationwide Building Society because it declined to refund money they lost as a result of fraud. What happened Sadly, in November 2025, Mr and Mrs B fell victim to a cruel scam after they received an email they believed was fro... (3 pages)View decision