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 364422 results
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Decision Reference DRN-5010789
6 Feb 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5010789 The complaint Mr S complains that Phoenix Life Limited trading as Standard Life gave him incorrect information about his pension and took too long to respond to his concerns. What happened Mr S had a Self-Invested Personal Pension (SIPP) with Standard Life. He initially co... (4 pages)View decision -
Decision Reference DRN-5312199
6 Feb 2025 Coutts & Company UpheldInvestmentsDRN-5312199 The complaint Mr and Mrs L complain that Coutts & Company (“Coutts”) stopped moving their money into their ISAs after the 2019/20 tax year. They say they’ve lost out as a result of losing their opportunity to use their allowances in subsequent years. What happened Mr and... (6 pages)View decision -
Decision Reference DRN-4689385
6 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4689385 The complaint I a limited company complains Barclays Bank UK PLC closed its account without warning and provided poor service. I is represented by its director – Mr P. What happened I held a Euro account with Barclays. As the account had been inactive for over 18 months – ... (4 pages)View decision -
Decision Reference DRN-5314029
6 Feb 2025 Covea Insurance plc Not upheldInsuranceDRN-5314029 The complaint D, a limited company, complains about the way Covea Insurance plc has handled claims it made on its commercial property insurance policy. D is being represented in bringing this complaint by Mr M, one of its directors. I’ve referred to his comments and actions ... (3 pages)View decision -
Decision Reference DRN-4834594
6 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-4834594 The complaint Mr G complains that Nationwide Building Society hasn’t refunded him after he fell victim to a scam. What happened The background to this complaint is well-known to both parties and so I’ll only provide a summary of key events here. Mr G was contacted by an inve... (5 pages)View decision -
Decision Reference DRN-4597368
6 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4597368 The complaint Mr A has complained Santander UK Plc won’t refund several payments he says he made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Mr A alleges he fell victim to... (4 pages)View decision -
Decision Reference DRN-5233186
6 Feb 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5233186 The complaint Miss D has complained that Assurant General Insurance Limited (Assurant) has declined a claim she made following the loss of a mobile phone. What happened Miss D has said that on 11 August 2024 she took possession of a new mobile phone which was given to her a... (3 pages)View decision -
Decision Reference DRN-5272081
6 Feb 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5272081 The complaint Ms J complains about how Lloyds Bank General Insurance Limited (Lloyds) dealt with a contents claim under her home insurance policy for a lost chain. Lloyds use agents to administer the policy and to assess claims. References to Lloyds include these agents. W... (4 pages)View decision -
Decision Reference DRN-5313923
6 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5313923 The complaint Mrs R complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to... (7 pages)View decision -
Decision Reference DRN-5128323
6 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5128323 The complaint Miss H complains Monzo Bank Ltd closed her account and reported a default without giving her notice. She further complains Monzo did not provide information about the Zero Affordability Plan (ZAP) Monzo placed her on. What happened Miss H explained she sadly ha... (4 pages)View decision
