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 388057 results
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Decision Reference DRN-5423765
17 Jul 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5423765 The complaint Mr and Mrs C complain that Inter Partner Assistance SA (“IPA”) declined a claim under their travel insurance policy. What happened Mr and Mrs C took out a single trip travel insurance policy on 9 February 2024 to cover a trip between 16 and 30 March 2024. Mrs ... (2 pages)View decision -
Decision Reference DRN-5697304
17 Jul 2025 Brewin Dolphin Limited Not upheldPensions and AnnuitiesDRN-5697304 The complaint Mr G complains that Brewin Dolphin Limited mismanaged his portfolio causing him to suffer from poor investment performance. What happened Around 2009 Mr G had a small self-administered scheme (‘SSAS’) which was a type of occupational pension. Mr G engaged Brewi... (6 pages)View decision -
Decision Reference DRN-5519077
17 Jul 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5519077 The complaint Ms P and Mr R are unhappy with Liverpool Victoria Insurance Company Limited’s decision to decline a claim they made for suspected subsidence damage at their property. What happened In January 2024, Ms P and Mr R were evacuated from their home by the local autho... (5 pages)View decision -
Decision Reference DRN-5302746
17 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5302746 The complaint Mr N complains that Monzo Bank Ltd unfairly loaded a marker about him at Cifas, the national fraud database. He wants the marker removed. What happened Mr N had an account with Monzo. In October 2024, two payments of £120 and £70 were paid into Mr N’s account,... (4 pages)View decision -
Decision Reference DRN-5665166
17 Jul 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5665166 Complaint Mrs D has complained that MBNA Limited (“MBNA”) irresponsibly provided with credit cards as well and subsequent credit limit increases to her. She says that she was provided with these cards provided her with very large credit limits over a short period of time. T... (4 pages)View decision -
Decision Reference DRN-5572395
17 Jul 2025 Wakam Not upheldInsuranceDRN-5572395 The complaint Mrs B complains Wakam unfairly declined a claim made on her pet insurance policy. Any reference to Wakam includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties. And as the Investigator detailed what ... (2 pages)View decision -
Decision Reference DRN-5696154
17 Jul 2025 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-5696154 The complaint Mrs S complains via a representative that Liverpool Victoria Financial Services Limited (“LV”) acted unfairly when it sold her a life insurance policy. What happened In 2014, Mrs S applied for a life insurance policy provided by LV. The policy was an over- 50’... (2 pages)View decision -
Decision Reference DRN-5559496
17 Jul 2025 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-5559496 The complaint Mr J complains Aviva Life & Pensions UK Limited has delayed paying him funds from his investment portfolio. He says the delays prevented him reinvesting the money in premium bonds as he intended, and he has lost out on potential winnings as a result. What ... (3 pages)View decision -
Decision Reference DRN-5389180
17 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5389180 The complaint Miss S and Mr N complain that HSBC UK Bank Plc won’t refund the money they lost when they were the victims of what they feel was a scam. What happened In August 2021, Miss S says she found out about an opportunity to invest with an investment company from a fa... (2 pages)View decision -
Decision Reference DRN-5242908
17 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5242908 The complaint Mr E complains that Santander UK Plc (‘Santander’) won’t refund the money he says was lost as the result of an investment scam. What happened The background to this complaint isn’t in dispute, so I’ll provide a brief summary. In 2019, Mr E was cold called and... (4 pages)View decision