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 370149 results
-
Decision Reference DRN-5493802
30 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5493802 The complaint Mr E complains Monzo Bank Ltd closed his account and unfairly defaulted him. What happened Mr E had a current account with a debit card with Monzo and an overdraft as well as a loan. In February 2023 Mr E told Monzo over 100 ATM withdrawals totalling more than ... (3 pages)View decision -
Decision Reference DRN-5395593
30 Apr 2025 U K Insurance Limited UpheldInsuranceDRN-5395593 The complaint Miss S complains that U K Insurance Limited trading as Direct Line (“UKI”) failed to tell her that her commercial property insurance in cover had to be renewed manually, leaving her with a gap in cover. What happened Miss S had a landlord’s policy underwritten ... (3 pages)View decision -
Decision Reference DRN-5521302
30 Apr 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5521302 The complaint Mr F is unhappy that a car supplied to him under a conditional sale agreement with Stellantis Financial Services UK Limited was of an unsatisfactory quality. What happened In March 2023, Mr F was supplied with a new electric car through a conditional sale agre... (5 pages)View decision -
Decision Reference DRN-5518529
30 Apr 2025 Caledonian Consumer Finance Ltd Not upheldConsumer CreditDRN-5518529 The complaint Mr G complains about Caledonian Consumer Finance Ltd’s (Caledonian) response to his claim that a training course he purchased using a fixed sum loan from it was mis-sold to him. What happened In October 2019 Mr G bought a training course from a supplier I’ll ca... (7 pages)View decision -
Decision Reference DRN-5517334
30 Apr 2025 Financial Administration Services Limited Not upheldInvestmentsDRN-5517334 The complaint Ms S is represented (by ‘R’). Her Individual Savings Account (‘ISA’) is held on the platform provided by Financial Administration Services Limited, trading as Fidelity. The complaint referred to us said – “Fidelity is providing me with inaccurate information ... (5 pages)View decision -
Decision Reference DRN-5488526
30 Apr 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5488526 The complaint Mrs K and Mr M complain about Ageas Insurance Limited (“Ageas”) for declining their claim for damage following a storm. They want Ageas to accept and settle their claim. What happened Mrs K and Mr M insure their home with Ageas. Their policy runs from April to ... (2 pages)View decision -
Decision Reference DRN-5378702
30 Apr 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5378702 The complaint Mr C has complained about a fixed sum loan agreement he took out in December 2021 with Loans 2 Go Limited. He’s said the loan was unaffordable and shouldn’t have been approved. What happened Mr C took out this loan at the end of December 2021. He borrowed £2,00... (3 pages)View decision -
Decision Reference DRN-5228401
30 Apr 2025 Phoenix Wealth Services Limited Not upheldPensions and AnnuitiesDRN-5228401 The complaint Mr M complains that Phoenix Wealth Services Limited, trading as Phoenix Wealth (‘PW’), failed to correctly action the quarterly trades on his pension policy. Mr M would now like PW to recompense his pension for the lost investment growth potential he says he’s ... (4 pages)View decision -
Decision Reference DRN-5396721
30 Apr 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5396721 The complaint Mr T’s complained that AmTrust Specialty Limited didn’t deal promptly with his home emergency claim when a leak was identified. What happened Mr T owns a rental property, which is tenanted. As the landlord, he insures it. His policy includes home emergency co... (3 pages)View decision -
Decision Reference DRN-5346931
30 Apr 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5346931 The complaint Mr H has complained that Clydesdale Bank Plc trading as Virgin Money “Virgin Money” rejected his claim against it under Section 75 of the Consumer Credit Act 1974. What happened The circumstances leading up to this claim aren’t disputed so I’ve only briefly se... (4 pages)View decision
