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 364422 results
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Decision Reference DRN-5197470
12 Dec 2024 AWP P&C S.A. Not upheldInsuranceDRN-5197470 The complaint Mr L is unhappy that AWP P&C SA (AWP) declined his private medical insurance claim. What happened Mr L has a private medical insurance policy which he took out on 29 May 2024. The policy is underwritten by AWP and taken on a moratorium basis. This means tha... (3 pages)View decision -
Decision Reference DRN-5056943
12 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5056943 The complaint Miss O is unhappy that Monzo Bank Ltd closed her account. What happened Following a review, in May 2024 Monzo gave Miss O 60 days’ notice of its decision to close her account. The account was closed on 2 July 2024. Miss O was unhappy with Monzo’s decision to ... (2 pages)View decision -
Decision Reference DRN-4999488
12 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4999488 The complaint Mr S complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known t... (6 pages)View decision -
Decision Reference DRN-5207359
12 Dec 2024 Quilter Financial Services Ltd Not upheldPensions and AnnuitiesDRN-5207359 The complaint Mr C complained about advice he was given to transfer the benefits of three defined-benefit (DB) pension schemes to a type of self-invested personal pension (SIPP). He says the advice, which was provided in February 2019, was unsuitable for him and believes thi... (10 pages)View decision -
Decision Reference DRN-5094796
12 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5094796 The complaint Mr B and Mr W complain that Santander UK Plc didn’t protect them from an investment scam. Mr B and Mr W are being supported in making their complaint by a representative. But for ease, I’ll only refer to Mr B and Mr W in this decision. What happened Mr B and Mr... (5 pages)View decision -
Decision Reference DRN-5007010
12 Dec 2024 Connells Limited Not upheldInsuranceDRN-5007010 The complaint Mr and Mrs F have raised concerns that they ended up paying for two (joint) life insurance policies and two (joint) critical illness insurance policies after Connells Limited provided them with advice about their insurance protection requirements when they were... (3 pages)View decision -
Decision Reference DRN-4608199
12 Dec 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4608199 The complaint Mr G has complained about the way Shawbrook Bank Limited (“Shawbrook”) responded to claims he’d made under section 75 (“s.75”) of the Consumer Credit Act 1974 (“the CCA”), and an alleged unfair relationship taking into account section 140A (“s.140A”) of the CCA... (3 pages)View decision -
Decision Reference DRN-4730552
12 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4730552 The complaint Mr B complains that Nationwide Building Society (“Nationwide”) won’t refund the money he lost when he sent payments to an investment via a third party. He believes the third party to have been fraudulent. The complaint has been brought via a representative. For... (4 pages)View decision -
Decision Reference DRN-5199115
12 Dec 2024 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5199115 The complaint Mr and Mrs F are unhappy that Red Sands Insurance Company (Europe) Limited (Red Sands) declined their travel insurance claim. What happened Mr and Mrs F took out an annual multi-trip travel insurance policy on 15 October 2022. The policy started on 15 October 2... (4 pages)View decision -
Decision Reference DRN-5207238
12 Dec 2024 Zurich Insurance PLC Not upheldInsuranceDRN-5207238 The complaint Mr S is unhappy with the amount quoted by Zurich Insurance PLC to continue with his annual, multi-trip travel insurance policy (‘the policy’) after he’d contacted it to declare a change in health. Mr S also says that he has been discriminated against. All refe... (3 pages)View decision
