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 375868 results
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Decision Reference DRN-5616476
6 Sep 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5616476 The complaint Ms H, through a representative, says Madison CF UK Limited, trading as 118 118 Money, irresponsibly lent to her. What happened This complaint is about a 36-month instalment loan for £5,000 that 118 118 Money provided to Ms H on 15 January 2023. The monthly repa... (3 pages)View decision -
Decision Reference DRN-5606778
5 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5606778 The complaint Mrs B complains about the date of a default that Santander UK plc has reported to the credit reference agencies about her credit card account. What happened I issued a provisional decision on this complaint last month in which I described what had happened as f... (3 pages)View decision -
Decision Reference DRN-5786912
5 Sep 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5786912 The complaint Mr J complains about the way that The Prudential Assurance Company Limited (Prudential) treated him in connection with the payment of pension policies. What happened The events leading to this complaint are well known to both parties involved. So, I only intend... (7 pages)View decision -
Decision Reference DRN-5552055
5 Sep 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5552055 The complaint Mrs D complains about how Red Sands Insurance Company (Europe) Limited has dealt with a claim she made on a pet insurance policy. Red Sands is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents it uses to... (2 pages)View decision -
Decision Reference DRN-5529183
5 Sep 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5529183 The complaint Ms R complains about Casualty & General Insurance Company (Europe) Ltd’s decision to decline a claim she made on a pet insurance policy. What happened Ms R took out a pet insurance policy on 14 January 2025. On 5 February 2025 Ms R took her cat, Z, to the v... (3 pages)View decision -
Decision Reference DRN-5323877
5 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5323877 The complaint Mr R has complained that Monzo Bank Ltd won’t refund the money he says he lost in a scam. What happened In 2024, Mr R complained to Monzo about an alleged scam via representatives. Mr R said that in 2022, he contacted a scammer posing as an investment expert, w... (3 pages)View decision -
Decision Reference DRN-5503899
5 Sep 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5503899 The complaint Mrs L complains JAJA FINANCE LTD assessments and checks she applied for an account. What happened Mrs L applied for a card and the account was opened in December 2023 with a credit limit of £1000. In October 2024 Mrs L complained to JAJA as she thought it had l... (3 pages)View decision -
Decision Reference DRN-5776259
5 Sep 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5776259 The complaint Mr B has complained, through his representatives, that The Prudential Assurance Company Limited (‘Prudential’) undertook insufficient due diligence when transferring his personal pension worth around £50,000 to a Qualifying Recognised Overseas Pension Scheme (‘... (9 pages)View decision -
Decision Reference DRN-5779208
5 Sep 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5779208 The complaint Miss R complains about the information that Advantage Finance Limited has reported to the credit reference agencies about a hire purchase agreement under which a car was supplied to her. What happened A used car was supplied to Miss R under a hire purchase agre... (3 pages)View decision -
Decision Reference DRN-5619100
5 Sep 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5619100 The complaint Miss C complains that a car that was supplied to her under a hire purchase agreement with Close Brothers Limited, trading as Close Brothers Motor Finance, wasn’t of satisfactory quality. What happened A used car was supplied to Miss C under a hire purchase agre... (3 pages)View decision
