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 365360 results
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Decision Reference DRN-5298941
31 Jan 2025 Starr International (Europe) Limited UpheldInsuranceDRN-5298941 The complaint Mrs A complains that Starr International (Europe) Limited turned down a claim she made on her mobile phone insurance policy. Mrs A was represented in her claim by her son and he is also her representative in her complaint to us. My references to Starr include i... (4 pages)View decision -
Decision Reference DRN-5282732
31 Jan 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5282732 The complaint Mr M has complained, with the help of a professional representative, about a transfer of his Zurich Assurance Ltd (Zurich) personal pension to a small self-administered scheme (SSAS) in September 2014. Mr M’s SSAS was subsequently used to invest in an overseas ... (17 pages)View decision -
Decision Reference DRN-5289011
31 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5289011 The complaint Mr P is unhappy with Monzo Bank Ltd. He said Monzo failed in its duty of care to protect him when his gambling got out of control. Mr P would like Monzo to refund him his gambling losses. What happened Mr P is unhappy with the level of service and care he rec... (3 pages)View decision -
Decision Reference DRN-5235463
31 Jan 2025 Platform Funding Ltd Not upheldMortgagesDRN-5235463 The complaint Mr G complains about the debt recovery fees and solicitors costs charged by Platform Funding Ltd. Mr G also complains that Platform wouldn’t allow him to avail of the Mortgage Charter and that he had to endure poor service when he contacted Platform. What happe... (3 pages)View decision -
Decision Reference DRN-5153741
31 Jan 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5153741 Complaint Miss S has complained about the quality of a car that Advantage Finance Ltd (“Advantage Finance”) supplied to her through a hire-purchase agreement. Background Miss S appears to have raised concerns over the affordability of the agreement and whether Advantage Fin... (9 pages)View decision -
Decision Reference DRN-5278405
31 Jan 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5278405 The complaint Mr and Mrs G complain that ARAG Legal Expenses Insurance Company Limited trading as DAS would not agree to cover a claim on their legal expenses insurance policy. What happened Mr and Mrs G made a claim on their policy to cover the legal costs of a dispute with... (2 pages)View decision -
Decision Reference DRN-5286421
31 Jan 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5286421 The complaint Mr E and Ms S have complained about the way AXA Insurance UK Plc handled a claim they made on a travel insurance policy after they had to cancel a trip. As it is Ms S leading on the complaint, I will mostly just be referring to her in this decision. What happ... (3 pages)View decision -
Decision Reference DRN-5250978
31 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5250978 The complaint Mr S complains about Santander UK Plc. He says that Santander didn’t do enough to protect him when he became the victim of a scam and would like it to refund him the money he has lost. What happened Mr S was looking for work and applying for jobs online, uplo... (4 pages)View decision -
Decision Reference DRN-5285376
31 Jan 2025 Best Risk Management & Financial Service Limited UpheldInsuranceDRN-5285376 The complaint Mr T has complained that Best Risk Management & Financial Services Limited (‘Best’) mis- sold a policy to him and didn’t ask relevant questions to ensure the product was suitable for him. What happened Mr T has appointed a representative to assist with his... (4 pages)View decision -
Decision Reference DRN-5236491
31 Jan 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5236491 The complaint Mr C complains that Vanquis Bank Limited (‘Vanquis’), irresponsibly granted him a credit card he couldn’t afford to repay and caused him to get into financial difficulties. What happened In August 2013, Mr C entered into an agreement with Vanquis to have acces... (3 pages)View decision
