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 381082 results
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Decision Reference DRN-5706253
27 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5706253 The complaint Miss C complains that Monzo Bank Ltd lent irresponsibly when it approved her credit card application. What happened Miss C applied for a Monzo credit card in July 2023. In her application Miss C said she had an annual income of £40,000 that Monzo calculated le... (2 pages)View decision -
Decision Reference DRN-5890704
27 Oct 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5890704 The complaint Mr E is unhappy that a van supplied to him under a hire purchase agreement with CA Auto Finance UK Ltd (‘CAF’) was of an unsatisfactory quality. What happened In June 2024, Mr E was supplied with a used van through a hire purchase agreement with CAF. He paid a... (3 pages)View decision -
Decision Reference DRN-5701486
27 Oct 2025 Integra Insurance Solutions Limited Not upheldInsuranceDRN-5701486 The complaint Mr D said he’s unhappy with the role of Integra Insurance Solutions Limited (“Integra”), in the information that was recorded on the Claims and Underwriting Exchange (CUE) database following a claim. What happened Mr D said Integra didn’t act fairly when inform... (2 pages)View decision -
Decision Reference DRN-5875135
27 Oct 2025 Kensington Mortgage Company Limited Not upheldMortgagesDRN-5875135 The complaint Mr and Mrs A complain that Kensington Mortgage Company Limited sent them a letter about their mortgage in an unsealed envelope. What happened Mr and Mrs A used to have a mortgage with Kensington. They recently received a letter from Kensington about the commiss... (2 pages)View decision -
Decision Reference DRN-5852037
27 Oct 2025 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-5852037 The complaint Mr B and Mr A complain that Bank of Ireland (UK) Plc trading as Bank of Ireland (UK) (BOI) has treated them unfairly following the end of the term of their buy to let mortgage. What happened Mr B and Mr A took out an interest-only buy to let mortgage with Bris... (4 pages)View decision -
Decision Reference DRN-5833142
27 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5833142 The complaint Mr B complains about the way U K Insurance Limited (“UKI”) has unfairly declined a claim under the legal expenses section of his landlord insurance policy. Where I refer to UKI, this includes the actions of its agents and claims handlers for which it takes res... (3 pages)View decision -
Decision Reference DRN-5637740
27 Oct 2025 Highway Insurance Company Limited Not upheldInsuranceDRN-5637740 The complaint Mr C complains that Highway Insurance Company Limited handled his motor insurance claim unfairly. What happened Mr C’s car was unfortunately damaged in an incident that wasn’t his fault. In the first instance, he asked the third-party insurer to settle the issu... (4 pages)View decision -
Decision Reference DRN-5907257
27 Oct 2025 Bank of Scotland Plc UpheldMortgagesDRN-5907257 The complaint Mr G and Miss B complained that Bank of Scotland plc trading as Halifax didn’t shorten the term of their mortgage, although it told them it had. They felt they’d gained no benefit from a large overpayment at the start of their mortgage, and wanted Halifax to gi... (6 pages)View decision -
Decision Reference DRN-5877357
27 Oct 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5877357 The complaint Miss H complains that ReAssure Limited failed to comply with her instruction to pay a single lump sum payment from her pension into her bank account. She also complains that it did not provide an explanation for its failure to do so. What happened Miss H had a... (13 pages)View decision -
Decision Reference DRN-5908735
27 Oct 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5908735 The complaint Mr H has complained to Aviva Life & Pensions UK Limited that it took too long to transfer his late wife’s pension plans to a new income drawdown plan and that he’s lost out on investment growth as a result. What happened Mr H’s late wife had four pension pl... (11 pages)View decision
