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 382298 results
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Decision Reference DRN-5606546
27 Jun 2025 CIGNA Europe Insurance Company SA-NV Not upheldInsuranceDRN-5606546 The complaint Miss R complains that CIGNA Europe Insurance Company SA-NV declined a claim under a dental insurance policy. What happened Miss R held dental insurance cover through her employer. The cover was provided by Cigna. Cigna withdrew from the market which meant that... (2 pages)View decision -
Decision Reference DRN-5431916
27 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5431916 The complaint Mr M complains that Lloyds Bank Plc is unfairly holding him liable for an overdraft debt incurred by a business that he no longer owns. What happened Mr M told us: In November 2020 he sold two businesses to third parties (who I will call Mr B and Mr D). One... (7 pages)View decision -
Decision Reference DRN-5567240
27 Jun 2025 Wakam Not upheldInsuranceDRN-5567240 The complaint Mrs P complained that Wakam unfairly declined her claim for the loss of a bracelet, under her home contents insurance policy. Mrs P is represented by Mr A. I’ll refer to Mrs P in my decision for ease. What happened Mrs P lost a bracelet. She contacted Wakam to ... (2 pages)View decision -
Decision Reference DRN-5598267
27 Jun 2025 HDI Global Specialty SE UpheldInsuranceDRN-5598267 The complaint Miss W complains that HDI Global Speciality SE (HDI) unfairly declined a claim under her pet insurance policy. Where I refer to HDI this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed backg... (4 pages)View decision -
Decision Reference DRN-5401670
27 Jun 2025 Phoenix Life Limited Not upheldInsuranceDRN-5401670 The complaint Mrs T’s complained about the delays she experienced when trying to cash in the whole of life policy she held with Phoenix Life Limited. Mrs T has been represented in the complaint by a financial adviser. References in my decision to comments and submissions by... (3 pages)View decision -
Decision Reference DRN-5246888
27 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5246888 The complaint Mr B complains that Lloyds Bank Plc has declined to reimburse payments that he says were unauthorised. What happened While Mr B has a representative in bringing this complaint – for simplicity I’ll refer to Mr B in relation to comments made by him and on his be... (2 pages)View decision -
Decision Reference DRN-5205000
27 Jun 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5205000 The complaint Mr P is unhappy Zurich Assurance Ltd declined his claim. What happened Mr P has a group income protection policy through his employer. The policy is underwritten by Zurich. In June 2021 Mr P was diagnosed with Familia Alzheimer’s Disease. He continued working,... (3 pages)View decision -
Decision Reference DRN-5441880
27 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5441880 The complaint Mr D complains that Monzo Bank Ltd (Monzo) didn’t stop him from being charged £1,293.93 for a transaction that he says he didn’t authorise What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. Mr D d... (5 pages)View decision -
Decision Reference DRN-5502435
27 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5502435 The complaint Mrs C complains NewDay Ltd (NewDay) failed to conduct proportionate checks prior to approving her for credit. Mrs C is represented in this complaint by a claims management company but, for ease, I’ll refer to Mrs C directly throughout my decision. What happened... (7 pages)View decision -
Decision Reference DRN-5262531
27 Jun 2025 Vanguard Asset Management, Ltd Not upheldPensions and AnnuitiesDRN-5262531 The complaint Mr S is unhappy that Vanguard Asset Management, Ltd (Vanguard) has not provided him with enough information about the charges on his self-invested personal pension (SIPP) for him to be confident that these charges are correct. He would like Vanguard to provide ... (3 pages)View decision
