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 381082 results
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Decision Reference DRN-5645608
22 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5645608 The complaint Mr B is unhappy that Monzo Bank Ltd haven’t refunded money he lost as a result of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. In around N... (4 pages)View decision -
Decision Reference DRN-5896314
22 Oct 2025 AWP P&C S.A. Not upheldInsuranceDRN-5896314 The complaint Mr A complains about the amount AWP P&C S.A. (AWP) has paid to settle the claim he made under his travel insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. In January 2025 Mr... (2 pages)View decision -
Decision Reference DRN-5792076
22 Oct 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5792076 The complaint Mrs F has complained that British Gas Insurance Limited (British Gas) wouldn’t cover a boiler repair under her expired home emergency policy. What happened Mrs F had home emergency cover with British Gas for several years. When the policy came up for renewal i... (3 pages)View decision -
Decision Reference DRN-5538836
22 Oct 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5538836 The complaint Mr S complains about the manner in which Scottish Equitable Plc trading as Aegon (“Aegon”) is administering his pension savings. In particular he feels that the investment funds offered by Aegon are restrictive, and that their administration costs are inflated.... (3 pages)View decision -
Decision Reference DRN-5854164
22 Oct 2025 HSBC Life (UK) Limited Not upheldInsuranceDRN-5854164 The complaint Miss S complains that HSBC Life (UK) Limited has turned down an incapacity claim she made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve set out a summary of what I think ar... (6 pages)View decision -
Decision Reference DRN-5898569
22 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5898569 The complaint Mr R complains that NewDay Ltd trading as Fluid irresponsibly lent to him. Mr R is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr R him... (4 pages)View decision -
Decision Reference DRN-5758450
22 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5758450 The complaint Ms G complains HSBC UK Bank Plc doesn’t display all her card transactions on its app. What happened Ms G says HSBC has a long-standing problem with the way it displays her debit card transactions. Ms G has a condition meaning she needs to keep a close eye on ... (3 pages)View decision -
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
