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-5837266
27 Oct 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5837266 The complaint Mrs F complains that ReAssure Limited has failed to account to her for the proceeds of a pension policy she held with it. What happened Mrs F had a pension policy with ReAssure Limited. The policy was initially taken out with Legal & General in or about 198... (3 pages)View decision -
Decision Reference DRN-5683358
27 Oct 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5683358 The complaint Mr and Mrs C complained that Advantage Insurance Company Limited (“Advantage”) unfairly declined a claim for a damaged tv, under their home contents insurance policy. I’ll refer to Mr C for ease. References to Advantage include its agents. What happened Mr C sa... (3 pages)View decision -
Decision Reference DRN-5906936
27 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5906936 The complaint Miss M says Nationwide Building Society, (‘Nationwide’), irresponsibly lent to her. She says that it didn’t take reasonable steps to ensure she could afford the repayments towards a credit card, and the card had a strong negative impact on her financial wellbei... (3 pages)View decision -
Decision Reference DRN-5880161
27 Oct 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5880161 The complaint Mr S and Mrs T complain that The Royal London Mutual Insurance Society Limited has turned down a critical illness claim they made on a joint personal protection insurance policy. What happened The background to this complaint is well-known to both parties. So I... (5 pages)View decision -
Decision Reference DRN-5898386
27 Oct 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5898386 The complaint Ms M complains about the way Vanquis Bank Limited has administered her credit card account. What happened In 2023, Ms M complained to Vanquis that she was unable to use her credit card in shops. Vanquis responded to that complaint and explained the card had a f... (4 pages)View decision -
Decision Reference DRN-5719709
27 Oct 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5719709 The complaint Mrs S and Mr S are unhappy with the way Admiral Insurance (Gibraltar) Limited handled issues they encountered following a vehicle repair. What happened In August 2024 Mr S was involved in a vehicle accident. He reported this to Admiral, and they arranged for t... (2 pages)View decision -
Decision Reference DRN-5389146
27 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5389146 The complaint Mr B complains that Monzo Bank Ltd has unfairly declined to refund a transaction made from his account after he was the victim of a scam. What happened In July 2024, Mr B says he was tricked into disclosing his debit card information relating to an account he h... (3 pages)View decision -
Decision Reference DRN-5769788
27 Oct 2025 Ald Automotive Limited UpheldConsumer CreditDRN-5769788 The complaint X has complained that a car they acquired using finance from Ald Automotive Limited (‘ALD’) wasn’t of satisfactory quality. What happened X entered into a car hire agreement with ALD in June 2023. However, the car broke down on 22 December 2024, and was recover... (2 pages)View decision -
Decision Reference DRN-5732466
27 Oct 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5732466 The complaint Mrs F complains that Lloyds Bank PLC won’t reimburse her after she fell victim to a job scam. What happened The circumstances of this complaint, as well as a list of payments complained about, have been set out in detail by our investigator so I don’t intend to... (5 pages)View decision -
Decision Reference DRN-5883952
27 Oct 2025 Nationwide Building Society Not upheldMortgagesDRN-5883952 The complaint Mr P complains that Nationwide Building Society requested further funds to redeem his mortgage after the proceeds of sale had been divided between him and his ex-wife. He says that this should not have happened as he contacted Nationwide before completion to ma... (4 pages)View decision
