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 383377 results
-
Decision Reference DRN-5491232
3 Jul 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5491232 The complaint Mr W & Ms W on behalf of the estate (The Estate) of Mr W (Mr W) complained that Zurich Assurance Plc declined a claim and then avoided Mr W’s life and critical illness policy. Throughout the claim and complaint process, The Estate have had a representative... (3 pages)View decision -
Decision Reference DRN-5344041
3 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5344041 The complaint Mr L complains that Monzo Bank Ltd closed his bank account. What happened Mr L had an account with Monzo. On 26 June 2024, Monzo closed Mr L’s account. Mr L wants to know why Monzo did this. He’s also says he’s unhappy that Monzo didn’t let him talk about thing... (2 pages)View decision -
Decision Reference DRN-5661836
3 Jul 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5661836 The complaint Mr M complains that Barclays Bank UK PLC misled him about his monthly payments when he took out a new product for his buy to let mortgage. What happened Mr M has a buy to let mortgage with Barclays on an interest only basis. His interest rate product was due to... (3 pages)View decision -
Decision Reference DRN-5629196
3 Jul 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5629196 The complaint Mrs D and Mr D complain Advantage Insurance Company Limited (Advantage) didn’t follow a proper and considered process when a claim was made on Mr D’s motor insurance policy and it unfairly and prematurely accepted liability for the incident. Mr D is the policy... (3 pages)View decision -
Decision Reference DRN-5269870
3 Jul 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5269870 The complaint Ms W complains that if she takes retirement benefits from her personal pension plans before age 65, Phoenix Life Limited (Phoenix) will impose a Market Value Reduction (MVR) on the value of her pension plans which will significantly reduce their value. Ms W sa... (9 pages)View decision -
Decision Reference DRN-5664530
3 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5664530 The complaint Mr M and Miss P complain HSBC UK Bank Plc trading as first direct won’t refund the money they lost when Miss P fell victim to a scam. What happened In early 2025, Miss P was offered a remote job opportunity with a company, “B” which involved completing tasks in... (4 pages)View decision -
Decision Reference DRN-5477165
3 Jul 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5477165 The complaint Ms F complains that the car supplied by BMW Financial Services(GB) Limited trading as BMW Financial Services (“BMW”) wasn’t of satisfactory quality. She says the car was brand new, yet she’s had innumerable technology problems with it since the start. Ms F want... (4 pages)View decision -
Decision Reference DRN-5368611
3 Jul 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5368611 The complaint Mr N complains that Phoenix Life Limited trading as Standard Life made errors when he asked for a payment from his Self-Invested Personal Pension Plan (SIPP) and he’s experienced distress and inconvenience as a result. What happened Mr N had a SIPP with Standar... (5 pages)View decision -
Decision Reference DRN-5407665
3 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5407665 The complaint Mr F and Mrs P complain that HSBC UK Bank Plc misadvised them about the exchange rate that would apply when making an international payment, resulting in a financial loss. Mr F had the key interactions with the bank and he has taken the lead on the complaint, s... (7 pages)View decision -
Decision Reference DRN-5646448
3 Jul 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5646448 The complaint Mr H and Mrs H are unhappy with the service provided by Lloyds Bank General Insurance Limited (Lloyds) following a claim made on their home insurance policy. Mrs H and Mr H are both party to this complaint. Mr H has primarily dealt with this service. For ease ... (6 pages)View decision
