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 364862 results
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Decision Reference DRN-5281206
23 Jan 2025 National Westminster Bank Plc UpheldConsumer CreditDRN-5281206 The complaint Mr H complains that National Westminster Bank Plc was irresponsible in its lending to him. He wants his debt repayments refunded. What happened Mr H applied for a £18,250 loan from NatWest on 29 October 2021. He said at the time he already had a lot of other un... (4 pages)View decision -
Decision Reference DRN-4400819
23 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4400819 The complaint Mr Y complains that Monzo Bank Ltd hasn’t refunded any of the money he lost when he fell victim to an investment scam. What happened In mid-2022, Mr Y says he received an email that appeared to be from a friend. This discussed an investment in cryptocurrency, ... (5 pages)View decision -
Decision Reference DRN-5280758
23 Jan 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5280758 The complaint Mr J complains about ARAG Legal Expenses Insurance Company Limited’s handling of a claim he made on a legal expenses insurance policy. Mr J’s policy is underwritten by ARAG, which previously operated as DAS Legal Expenses Insurance Company Limited (DAS LEI). Hi... (2 pages)View decision -
Decision Reference DRN-5281034
23 Jan 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5281034 The complaint Mr D complains about the way Royal & Sun Alliance Insurance Limited (RSA) handled an escape of water claim under a buildings insurance policy. What happened I issued a provisional decision on 8 January 2025 which set out the following: “What I’ve provisiona... (3 pages)View decision -
Decision Reference DRN-4941183
23 Jan 2025 Equals Money UK Limited Not upheldBanking and PaymentsDRN-4941183 The complaint Miss D complains that Equals Money UK Limited (trading as Card One Money) blocked and closed her account. Miss D is also unhappy about the service she received from Card One Money regarding the return of her account balance. To put things right Miss D wants C... (5 pages)View decision -
Decision Reference DRN-5041548
23 Jan 2025 Equiniti Financial Services Limited Not upheldPensions and AnnuitiesDRN-5041548 The complaint Ms M has complained, with the help of a professional third party, about the transfer of her personal pension to an occupational pension scheme (‘OPS’) in June 2015. Ms M says Equiniti Financial Services Limited (‘Equiniti’) failed in its responsibilities when d... (13 pages)View decision -
Decision Reference DRN-5051950
23 Jan 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5051950 The complaint Mr D complains about the advice given by The Prudential Assurance Company Limited (‘Prudential’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a Bond Section 32 personal pension. He says the advice was unsuitable for hi... (4 pages)View decision -
Decision Reference DRN-5245069
23 Jan 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5245069 The complaint Miss D complains that MBNA Limited (MBNA) were unreasonable to default her accounts and sell them to debt collectors. What happened Miss D had three credit cards with MBNA. She wrote to them in January 2024 asking for breathing space and they put a 30 day hold ... (2 pages)View decision -
Decision Reference DRN-5228282
23 Jan 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5228282 The complaint Mr S complains that MBNA Limited (‘MBNA’) didn’t allocate his credit card payments correctly and consequently he was charged a high rate of interest on his money transfers. He says MBNA were obstructive when he tried to log a complaint, and their complaints pro... (3 pages)View decision -
Decision Reference DRN-5221205
23 Jan 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5221205 The complaint Miss F complains that Astrenska Insurance Limited voided her travel insurance policy and declined to pay her claim for her child’s medical costs. What happened Miss F took out an annual multi-trip travel insurance policy on 27 October 2022 through a seller. Th... (16 pages)View decision
