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-5625510
5 Sep 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5625510 The complaint Mr P has complained that an engineer sent by Inter Partner Assistance SA (IPA) under his home emergency policy caused damage to his property. What happened IPA sent an engineer to fix a leaking radiator at Mr P’s home. Mr P later complained. He said that follo... (3 pages)View decision -
Decision Reference DRN-5598893
5 Sep 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5598893 The complaint Miss S has complained about several aspects of Casualty & General Insurance Company (Europe) Ltd (CGI)’s claims handling of her varying claims for vet treatment for her dog under her pet policy. What happened Miss S took out this pet policy for her dog on ... (4 pages)View decision -
Decision Reference DRN-5602107
5 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5602107 The complaint Mrs L and Mr L complain U K Insurance Limited (UKI) have declined the claim they made under their home insurance policy following an escape of water. This complaint has been bought by both Mrs L and Mr L, but as Mr L has been leading in this complaint, and for ... (2 pages)View decision -
Decision Reference DRN-5332593
5 Sep 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5332593 The complaint Mr C has complained about how Clydesdale Bank Plc trading as Virgin Money (Virgin Money) handled a refund claim he made to them. What happened Mr C purchased clothes from a retailer I shall call G in August 2023 to the sum of £1,691.00 on his Virgin Money credi... (5 pages)View decision -
Decision Reference DRN-5655772
5 Sep 2025 Metro Bank PLC Not upheldConsumer CreditDRN-5655772 The complaint Miss T complains that Metro Bank PLC trading as RateSetter was irresponsible in its lending to her. She wants all interest and charges paid on the loan refunded and any adverse information regarding the loan removed from her credit file. What happened Miss T wa... (3 pages)View decision -
Decision Reference DRN-5468727
5 Sep 2025 Redmayne-Bentley LLP UpheldInvestmentsDRN-5468727 The complaint Mr O complains Redmayne-Bentley LLP (‘Redmayne-Bentley’) didn’t correctly carry out the his instructions to sell his shares and it charged him an undisclosed commission. What happened Mr O had an investment account with Redmayne-Bentley. On 28 October 2024 he c... (6 pages)View decision -
Decision Reference DRN-5391042
5 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5391042 The complaint Miss M complains that Starling Bank Limited (Starling) is refusing to refund her the amount she lost as the result of a scam. Miss M is being represented by a third party. To keep things simple, I will refer to Miss M throughout my decision. What happened The b... (3 pages)View decision -
Decision Reference DRN-5798762
5 Sep 2025 HL Partnership Limited Not upheldMortgagesDRN-5798762 The complaint Mr D complains that an appointed representative of HL Partnership Limited failed to arrange a mortgage for him before the lender withdrew the interest rate set out in its decision in principle – meaning that the mortgage he eventually took was at a higher rate.... (12 pages)View decision -
Decision Reference DRN-5755466
5 Sep 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5755466 The complaint Mr B and Miss W complain about the repairs INTACT INSURANCE UK LIMITED (Intact) carried out on their vehicle following their motor insurance claim. This complaint has been bought by both Mr B and Miss W, but as Miss W is the policyholder, and for ease, I’ve ref... (6 pages)View decision -
Decision Reference DRN-5697678
5 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5697678 The complaint Miss P complains that Monzo Bank Ltd (Monzo) won’t refund the money she lost when she became the victim of a property investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview... (4 pages)View decision
