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 366874 results
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Decision Reference DRN-5016207
14 Mar 2025 Phoenix Life Limited Not upheldInsuranceDRN-5016207 The complaint Mr C complains about two whole-of-life over 50 plans bought through Phoenix Life Limited (trading as SunLife) between 2005 and 2007. Mr C is unhappy he will be paying more in premiums than the amount that will be paid out upon death. What happened In September ... (2 pages)View decision -
Decision Reference DRN-5355601
14 Mar 2025 Salary Finance Loans Limited UpheldConsumer CreditDRN-5355601 The complaint Miss W complains that Salary Finance Loans Limited failed to collect her final payment under a loan in November 2021 but failed to contact her about this for three years. Miss W feels that due to the length of time that has elapsed the balance should be writte... (2 pages)View decision -
Decision Reference DRN-4997899
14 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4997899 Complaint Miss L is unhappy that Monzo Bank Ltd didn’t reimburse her after she told it she’d fallen victim to a scam. Background The background to this case is well known to the parties, so I don’t intend to set it out in full. The following is a summary of the key facts. In... (3 pages)View decision -
Decision Reference DRN-5316695
14 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5316695 The complaint Mr C complains Monzo Bank Ltd suspended his debit card but refused to acknowledge it had. He also complains about the poor customer service he had when trying to resolve this issue and that Monzo didn’t pay the £50 compensation it offered him. What happened Mr ... (2 pages)View decision -
Decision Reference DRN-5337274
14 Mar 2025 The Prudential Assurance Company Limited UpheldInvestmentsDRN-5337274 The complaint Mrs A and Miss A complain about the sale of a with-profits savings plan by The Prudential Assurance Company Limited in 1996. What happened In 1996 Mrs A received advice from a Prudential adviser about her objective to save for the future for her three children.... (4 pages)View decision -
Decision Reference DRN-3972516
14 Mar 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-3972516 The complaint Mr H complains that Westerby Trustee Services Limited (‘Westerby’) failed to carry out sufficient due diligence before accepting his applications to transfer to a Self-Invested Personal Pension (‘SIPP’) to invest in Dolphin, causing him a financial loss. Mr H s... (34 pages)View decision -
Decision Reference DRN-5379163
14 Mar 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5379163 The complaint Mr and Mrs C have complained that Great Lakes Insurance UK Limited hasn’t fully settled a claim they made on a travel insurance policy. As it is Mrs C leading on the complaint, I will mostly just be referring to her in this decision. What happened Mr and Mrs ... (3 pages)View decision -
Decision Reference DRN-5283948
14 Mar 2025 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-5283948 The complaint Mr B has complained that Link Financial Outsourcing Limited, trading as Asset Link Capital (No.9), is asking him to repay a loan he didn’t take out or benefit from. What happened In 2024 Mr B started receiving correspondence from Link Financial about a fixed-su... (3 pages)View decision -
Decision Reference DRN-5321975
14 Mar 2025 Lloyds Bank Insurance Services Limited Not upheldInsuranceDRN-5321975 The complaint Mr R complains he was unable to access his policy documents online for a home insurance policy administered by Lloyds Bank Insurance Services Limited. What happened Mr R has raised several complaints about his home insurance policy documents not being email... (2 pages)View decision -
Decision Reference DRN-5369769
14 Mar 2025 Scottish Friendly Assurance Society Limited UpheldInsuranceDRN-5369769 The complaint Mrs W complains, through her representative, about how Scottish Friendly Assurance Society Limited (SF) have administered a reviewable whole of life policy she holds with them. She’s unhappy that they missed reviews which caused the policy to lapse and doesn’t ... (20 pages)View decision
