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 380824 results
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Decision Reference DRN-5884395
22 Oct 2025 Furnley House Limited Not upheldPensions and AnnuitiesDRN-5884395 The complaint Mr S is unhappy with how Furnley House Limited dealt with things when he approached their adviser in January 2022 for advice about transferring out of his defined benefit (DB) pension scheme. What happened In summary, Mr S contacted Furnley House’s adviser in J... (6 pages)View decision -
Decision Reference DRN-5890910
22 Oct 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5890910 The complaint Miss O has complained that Inter Partner Assistance SA (IPA) declined a claim she made on a travel insurance policy. She is also unhappy about delays in the claims process. What happened The single-trip policy was taken out on 5 May 2025. Whilst abroad in Jun... (3 pages)View decision -
Decision Reference DRN-5836751
22 Oct 2025 Ascot Lloyd Limited Not upheldPensions and AnnuitiesDRN-5836751 The complaint Mr S is represented. He says Ascot Lloyd Limited is responsible for unsuitable advice given to him in 2017 to transfer his Defined Benefits Pension (‘DBP’) into a Personal Pension. Ascot Lloyd disputes the complaint. It says the transfer advice was suitable. ... (9 pages)View decision -
Decision Reference DRN-5576148
22 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5576148 The complaint Mr W complains that HSBC UK Bank Plc trading as first direct won’t reimburse him, after he sent funds for home renovations, that he now considers to have been a scam. What happened The circumstances surrounding this complaint have been set out in detail in our ... (3 pages)View decision -
Decision Reference DRN-5883950
22 Oct 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5883950 The complaint Miss R is unhappy that Zopa Bank Limited defaulted a personal loan she had with them. What happened In April 2023, Miss R took out a personal loan with Zopa. The agreement was for £14,000, with 48 monthly payments of £425.10. Miss R fell into financial difficu... (4 pages)View decision -
Decision Reference DRN-5759838
22 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5759838 The complaint Ms K complains that NewDay Ltd trading as Aquacard lent to her irresponsibly. What happened In February 2018, Ms K applied for – and was given – a credit card with NewDay. An Initial credit limit of £450 was agreed. Since then, her limit was amended as follows:... (5 pages)View decision -
Decision Reference DRN-5860940
22 Oct 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5860940 The complaint Mrs C complains about end of contract charges when her agreement with Volkswagen Financial Services (UK) Limited ended. What happened On 21 April 2021 Mrs C was supplied with a car and entered into a contract hire agreement with VWFS. The agreement was for a te... (2 pages)View decision -
Decision Reference DRN-5809244
22 Oct 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5809244 The complaint Mr F complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (AMEX) recorded incorrect information on his credit file, causing him considerable distress and inconvenience. What happened Mr F had an AMEX account and attempted to make some payments on it during O... (3 pages)View decision -
Decision Reference DRN-5760965
22 Oct 2025 Financial & Legal Insurance Company Ltd Not upheldInsuranceDRN-5760965 The complaint Mr P complains that Financial & Legal Insurance Company Ltd (“FLIC”) left a large hole in the floor of his home following repairs covered under his home emergency insurance policy. When I mention FLIC I also mean its suppliers and contractors. What happened... (2 pages)View decision -
Decision Reference DRN-5802252
22 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5802252 The complaint Mr A complains Monzo Bank Ltd recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened Mr A held an account with Monzo. In March 2024, he received a payment from a third- party, through a... (3 pages)View decision
