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 368546 results
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Decision Reference DRN-5640668
24 Jun 2025 Atlanta Insurance Intermediaries Limited Not upheldInsuranceDRN-5640668 The complaint Mr B has complained that Atlanta Insurance Intermediaries Limited trading as Swinton Insurance (Swinton) applied a cancellation fee without disclosing it before he bought a car insurance policy. What happened Mr B bought a car insurance policy through a broker,... (2 pages)View decision -
Decision Reference DRN-5628932
24 Jun 2025 Affinity Insurance Solutions Limited UpheldInsuranceDRN-5628932 The complaint Mr V complains Affinity Insurance Solutions Limited (“AISL”) discriminated against him when he was applying for a buildings insurance policy. He says it asked him questions relating to his UK residence and when he declined to answer, it unfairly refused to cont... (6 pages)View decision -
Decision Reference DRN-5521949
24 Jun 2025 The Shepherds Friendly Society Limited UpheldInsuranceDRN-5521949 The complaint Mr D complains that The Shepherds Friendly Society Limited (‘Shepherds Friendly’) has unfairly declined his claim and cancelled his income protection policy. What happened Mr D applied for his policy through a third-party financial adviser in September 2019. Th... (6 pages)View decision -
Decision Reference DRN-5620309
24 Jun 2025 Suffolk Life Pensions Limited UpheldPensions and AnnuitiesDRN-5620309 The complaint Mr B complains that Suffolk Life Pensions Limited trading as Curtis Banks Pensions delayed the transfer of his Self-Invested Personal Pension (SIPP) to another provider. What happened Mr B had a SIPP with a provider I’ll refer to as P. Suffolk Life was appointe... (10 pages)View decision -
Decision Reference DRN-5644415
24 Jun 2025 James Hay Administration Company Ltd Not upheldPensions and AnnuitiesDRN-5644415 The complaint Mr S complains that James Hay Administration Company Ltd (‘James Hay’) caused him to make investments which have now failed, that it didn’t carry out sufficient due diligence on these investments before allowing him to invest in them, and that it didn’t keep hi... (13 pages)View decision -
Decision Reference DRN-4599182
24 Jun 2025 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4599182 The complaint Mr M’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) acted unfairly and unreasonably by being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (... (4 pages)View decision -
Decision Reference DRN-5634987
24 Jun 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5634987 The complaint Mr R complains about Inter Partner Assistance SA (“IPA”) and their decision to refuse arranging trace and access to locate a water leak at his home. Mr R also complains about IPA’s engineer’s failure to attend his property on the date agreed. What happened The ... (5 pages)View decision -
Decision Reference DRN-5490084
24 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5490084 The complaint Mr I complains that Monzo Bank Ltd (Monzo) closed his dispute without investigating which resulting him having to restart the process and causing delays. He is unhappy with the customer service he received. What happened Mr I states that on raising a dispute w... (3 pages)View decision -
Decision Reference DRN-5505161
24 Jun 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5505161 The complaint Mr R complains that Loans 2 Go Limited was irresponsible in its lending to him. He wants all interest and charges refunded along with 8% statutory interest and any adverse information regarding the loans removed from his credit file. Mr R is represented by a th... (3 pages)View decision -
Decision Reference DRN-5541959
24 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5541959 The complaint Miss L is unhappy with the way Monzo Bank Ltd (Monzo) treated her when dealing with her complaint about unauthorised transactions on her account and that Monzo incorrectly blocked her card twice. What happened The background facts are well known to both parti... (3 pages)View decision
