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 370149 results
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Decision Reference DRN-5198855
22 Jan 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5198855 The complaint Mr C complains that Wise Payments Limited did not complete a payment and that it then deactivated his account. What happened Mr C lives in the UK but is a national of a country which is subject to international sanctions. Wise is an international money platform... (2 pages)View decision -
Decision Reference DRN-5247906
22 Jan 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5247906 The complaint Miss D’s complaint is about the way in which a claim on her ARAG Legal Expenses Insurance Company Limited (‘ARAG’) legal expenses insurance policy was handled. Miss D says that ARAG treated her unfairly which caused her detriment, for which she wants to be comp... (4 pages)View decision -
Decision Reference DRN-5190581
22 Jan 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5190581 The complaint Mr A complains that mismanagement by Zopa Bank Limited has negatively impacted his credit file. What happened Mr A took out a £25,000 loan with Zopa on 6 January 2023. He needed to repay £1,219.77 per month for 24 months. Mr A says that Zopa didn’t tell him t... (2 pages)View decision -
Decision Reference DRN-5226159
22 Jan 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5226159 The complaint Mr H complains that Marshmallow Insurance Limited mishandled his claim on a van insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a van, first registered in 2018. In about March 2022, Mr H acquired the van. F... (4 pages)View decision -
Decision Reference DRN-5231254
22 Jan 2025 Healthcare International Global Network Limited Not upheldInsuranceDRN-5231254 The complaint Mr W and Ms B are unhappy with the service received from Healthcare International Global Network Limited trading as Healthcare International (HCI) under their international healthcare insurance policy, when Mr W required medical attention. What happened Follow... (3 pages)View decision -
Decision Reference DRN-5135979
22 Jan 2025 Nationwide Building Society Not upheldConsumer CreditDRN-5135979 The complaint Mr S complains that Nationwide Building Society (NWide) defaulted his loan. What happened In August 2023, Mr S took out a personal loan for £2,500 with NWide. Including interest, the amount payable was £3,270.80. Payments were £81.77 per month. In April 2024, ... (4 pages)View decision -
Decision Reference DRN-5205808
22 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5205808 The complaint Miss B has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss B had held an account with Monzo since early 2023. This wasn’t her main account as her salary was paid into another account... (2 pages)View decision -
Decision Reference DRN-5236213
22 Jan 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5236213 The complaint Mr L and Miss L are unhappy with the service received from AXA PPP Healthcare Limited after a claim was made for Miss L under their private medical insurance policy (‘the policy’). What happened The details of this complaint are well known to both parties, so ... (2 pages)View decision -
Decision Reference DRN-5241060
22 Jan 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5241060 The complaint Mr P, on behalf of Mrs P, complains that Lloyds Bank General Insurance Limited has declined a claim for storm damage to Mrs P’s home. Mrs P is the policyholder. Mr P is representing Mrs P and holds power of attorney over her. What happened This dispute is wel... (3 pages)View decision -
Decision Reference DRN-3818719
22 Jan 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-3818719 The complaint Mr S has complained about the actions of The Royal London Mutual Insurance Society Limited (“Royal London”) when it transferred his personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in 2014. The QROPS subsequently invested in an asse... (10 pages)View decision
