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-5225440
13 Jan 2025 Westfield Contributory Health Scheme Not upheldInsuranceDRN-5225440 The complaint Mr C complains that Westfield Contributory Health Scheme unfairly delayed settling dental claims he made on a dental insurance plan. What happened In June 2022, Mr C became insured under a dental plan. He made five postal claims on the policy between February ... (2 pages)View decision -
Decision Reference DRN-5241836
13 Jan 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5241836 The complaint Mr N complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational and personal pension schemes into a self-invested personal pension (‘SIPP’). What happened In 2012, Mr N says he wa... (44 pages)View decision -
Decision Reference DRN-5217428
13 Jan 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5217428 The complaint Mr D complained that he’d received an unfair settlement on his storm damage claim, and he was unhappy with the level of service he received from Accredited Insurance (Europe) Ltd (“AI”) under his home insurance policy. What happened Mr D made a claim for damage... (3 pages)View decision -
Decision Reference DRN-5106978
13 Jan 2025 Telefonica UK Limited Not upheldConsumer CreditDRN-5106978 The complaint Mr S has complained Telefonica UK Limited, trading as O2, is holding him liable for a credit agreement for a mobile handset. Mr S says the handset was never delivered to him. What happened In December 2023 after returning a handset as it was the wrong colour, M... (2 pages)View decision -
Decision Reference DRN-5215997
13 Jan 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5215997 The complaint Mr O complains Nationwide Building Society registered a fraud marker at Cifas, the national fraud database and wrongly closed his account. He doesn’t think it’s done so fairly. What happened Mr O held an account with Nationwide. On 23 June 2023 it was credited... (3 pages)View decision -
Decision Reference DRN-5257087
13 Jan 2025 Leabold Financial Management Ltd UpheldPensions and AnnuitiesDRN-5257087 The complaint Mrs G is unhappy with the service she’s been provided with by Leabold Financial Management Ltd (LFM) since 2019, in particular the review in 2023. And Mrs G has said that she’s felt like the reviews have been more of a tick box exercise. What happened Mrs G ha... (5 pages)View decision -
Decision Reference DRN-5172501
13 Jan 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5172501 The complaint Mrs M complains that Royal &Sun Alliance Insurance Limited have avoided her policy and declined her claim. What happened Mrs M took out a buildings policy with RSA through a price comparison website. Mrs M made a claim following an escape of water, and du... (4 pages)View decision -
Decision Reference DRN-5215531
13 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5215531 The complaint Miss B complains on behalf of her daughter that Lloyds Bank plc (Lloyds) refused to close her Junior Individual Savings Account (JISA) despite receiving a letter saying that she could. What happened Miss B says that she received a letter in August 2024 stating ... (2 pages)View decision -
Decision Reference DRN-4939729
13 Jan 2025 Telefonica UK Limited UpheldConsumer CreditDRN-4939729 The complaint Ms T has complained Telefonica UK Limited, trading as O2, continued to show an outstanding credit agreement on her credit report despite this having been cancelled. She believes the compensation they offered was inadequate. What happened In September 2023 Ms T ... (2 pages)View decision -
Decision Reference DRN-4837776
13 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4837776 The complaint Mrs L is unhappy that Monzo Bank Ltd will not refund the money she lost as the result of an authorised push payment (APP) scam. What happened Both parties are familiar with the details of the scam so I will provide only a summary here. It concerns the followin... (4 pages)View decision
