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 364862 results
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Decision Reference DRN-4820600
24 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4820600 The complaint Mr T complains that Monzo Bank Ltd won’t refund money he lost to a scam. Mr T is represented by C. For ease, I’ve referred to comments made by C as though they were made by Mr T directly. What happened The details of this complaint are well known to both partie... (4 pages)View decision -
Decision Reference DRN-5506062
24 Apr 2025 St James's Place UK plc UpheldPensions and AnnuitiesDRN-5506062 The complaint Mr S complains that St James's Place UK Plc (SJP) delayed the transfer of his personal pension plan (PPP) and transferred less than the true value of the plan. What happened Mr S wanted to transfer his SJP PPP to a new plan with True Potential. He said SJ... (7 pages)View decision -
Decision Reference DRN-5306031
24 Apr 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5306031 The complaint Mr C complains about a change to the mileage allowance on a hire agreement he took out in October 2019 with Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions (‘MC’). What happened The parties are familiar with the background details of this compl... (2 pages)View decision -
Decision Reference DRN-5505967
24 Apr 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5505967 The complaint Ms S is unhappy because she couldn’t buy the car she was hiring from Motability Operations Limited, trading as Motability Operations (‘MOL’), at the end the hire agreement period. When I refer to what Ms S and MOL have said or done, it should also be taken to ... (5 pages)View decision -
Decision Reference DRN-5376481
24 Apr 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5376481 The complaint Mr G and Mrs M have complained about their home insurer Admiral Insurance (Gibraltar) Limited because it won’t cover the cost to fit new waterproofing in their basement. What happened In October 2023 Mr G and Mrs M noticed water coming up through the floor in ... (4 pages)View decision -
Decision Reference DRN-5505813
24 Apr 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5505813 The complaint Mr and Mrs G complain Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined a claim they made on their home insurance policy for a damaged sewage treatment plant (STP). Mr and Mrs G have brought the complaint with the support of a professional r... (4 pages)View decision -
Decision Reference DRN-5275534
24 Apr 2025 Astrenska Insurance Limited Not upheldInsuranceDRN-5275534 The complaint Mr C and Mrs C have complained that Astrenska Insurance Limited trading as Collinson Insurance has declined a claim made under their travel insurance policy. What happened The background to this complaint is well known to the parties and not in dispute. In sum... (3 pages)View decision -
Decision Reference DRN-5169908
24 Apr 2025 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5169908 The complaint Mr B complains that Scottish Widows Limited failed to make two transfers that he’d requested to add funds to his pension plan in a timely manner. What happened Mr B holds pension savings with Scottish Widows. In July 2024 Mr B decided to consolidate some pensio... (3 pages)View decision -
Decision Reference DRN-5505814
24 Apr 2025 esure Insurance Limited UpheldInsuranceDRN-5505814 The complaint Mrs F and Mr F complain about the way esure Insurance Limited (esure) handled a total loss claim they made on their motor insurance policy. Mrs F has acted as the main representative during the claim and complaint process. So, for ease of reference, I will ref... (5 pages)View decision -
Decision Reference DRN-5501798
24 Apr 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5501798 The complaint Mr and Mrs W’s complaint is, in essence, that First Holiday Finance Limited (the ‘Lender’) acted unfairly and unreasonably by (1) participating in an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 – as amended - (the “CC... (12 pages)View decision
