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 369228 results
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Decision Reference DRN-5216991
15 Jan 2025 U K Insurance Limited Not upheldInsuranceDRN-5216991 The complaint Mr E and Ms F complain about the price quoted by U K Insurance Limited (“UKI”) to renew their combined home and motor insurance policy. Ms F has acted as the main representative during the complaint process. So, for ease of reference, I will refer to any actio... (3 pages)View decision -
Decision Reference DRN-5189884
15 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5189884 The complaint Company A complains National Westminster Bank Plc (NatWest) did not provide like-for-like accounts, as agreed, when A opened new accounts after the business changed from a partnership to a limited company. What happened A had accounts with NatWest when it was a... (3 pages)View decision -
Decision Reference DRN-5138677
15 Jan 2025 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5138677 The complaint Mr G complains that AA Underwriting Insurance Company Limited (“AA”) mishandled a claim on his motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car or sports utility vehicle, first registered in 2015. ... (2 pages)View decision -
Decision Reference DRN-4776978
15 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4776978 The complaint Mr J complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost when he fell victim to a scam. Mr J is being represented by solicitors in this complaint. What happened The background to this complaint is well known to both parties and has been previou... (3 pages)View decision -
Decision Reference DRN-5137064
15 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5137064 The complaint Mr M’s complaint is, in essence, that Lloyds Bank PLC (the “Lender”) acted unfairly and unreasonably by deciding against paying a claim under section 75 of the Consumer Credit Act 1974 (the “CCA”). What happened In or around July 2016 (the ‘Time of Sale’), Mr M... (6 pages)View decision -
Decision Reference DRN-5236197
15 Jan 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5236197 The complaint Mr C and Miss M complain that Inter Partner Assistance SA has turned down a cancellation claim they made on a travel insurance policy. As Miss M brought to the complaint to us, I’ve referred mainly to her throughout this decision. What happened On 5 April 2024,... (4 pages)View decision -
Decision Reference DRN-5030730
15 Jan 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5030730 The complaint Mr M has complained, through his representative, that ReAssure Limited (‘ReAssure’) undertook insufficient due diligence when transferring his personal pension to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’) in November 2014. Mr M’s QROPS - the Ha... (5 pages)View decision -
Decision Reference DRN-4974898
15 Jan 2025 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4974898 The complaint Mrs J has complained that Scottish Widows Limited (SW) didn’t correctly apply contributions which were made to the pension plan she held with it. Mrs J has further said that a transfer out from SW was delayed. What happened The investigator who considered this ... (8 pages)View decision -
Decision Reference DRN-5086159
15 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5086159 The complaint Miss A complained because Monzo Bank Ltd refused to refund her for transactions she said she didn’t make. What happened On 17 May 2023, Miss A contacted Monzo. She said there were two debits on her account which she hadn’t made: - £70 at a cash machine on 1 M... (4 pages)View decision -
Decision Reference DRN-5102417
15 Jan 2025 First Complete Ltd Not upheldInsuranceDRN-5102417 The complaint Miss M complains that First Complete Ltd trading as PRIMIS Mortgage Network mis-sold her a life and critical illness insurance policy. Miss M’s policy was sold by an appointed representative of PRIMIS. But for ease of reading, I’ll refer to PRIMIS. What happene... (3 pages)View decision
