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-5256503
13 Jan 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5256503 The complaint Mr S complains about Marshmallow Insurance Limited’s (Marshmallow) decision to avoid his car insurance policy following a claim he made. What happened In December 2023, Mr S bought car insurance underwritten by Marshmallow. In February 2024, following an accid... (4 pages)View decision -
Decision Reference DRN-5124887
13 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5124887 The complaint Mr M has complained Monzo Bank Ltd won’t refund him for disputed transactions he didn’t make. What happened In September 2022 Mr M noticed many transactions on his Monzo account he didn’t recognise or believed he couldn’t have made. He’d recently been committed... (3 pages)View decision -
Decision Reference DRN-5238473
13 Jan 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5238473 The complaint Mrs R – the wife of the late Mr R, complains that Westerby Trustee Services Limited (‘Westerby’) should have completed more checks before accepting Mr R’s application from Abana Unipessoal Lda (‘Abana’), for a Self-Invested Personal Pension (‘SIPP’). Mr R tran... (43 pages)View decision -
Decision Reference DRN-5161908
13 Jan 2025 National House-Building Council Not upheldInsuranceDRN-5161908 The complaint Mr M and Mrs M complain that National House Building Council (NHBC) have unfairly handled a claim under their building warranty. As Mrs M has been leading in this complaint, and for ease, I’ve referred to her throughout. What happened The details of this compla... (3 pages)View decision -
Decision Reference DRN-5200707
13 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5200707 The complaint Mr P complains that HSBC UK Bank Plc carried out unnecessary credit searches when his account was upgraded, and failed to remove the record of these checks as promised. What happened Mr P wished to upgrade his account with HSBC and discovered that it had carrie... (3 pages)View decision -
Decision Reference DRN-5200607
13 Jan 2025 AJ Bell Management Limited UpheldPensions and AnnuitiesDRN-5200607 The complaint Mrs C complains that AJ Bell Management Limited (AJB) caused avoidable delays to the set-up of her annuity with it, leading to a financial loss. Mrs C is represented in her complaint. But I’ll only refer to her in my decision. What happened Mrs C’s late husband... (8 pages)View decision -
Decision Reference DRN-5200615
13 Jan 2025 Legal and General Assurance Society Limited UpheldPensions and AnnuitiesDRN-5200615 The complaint Mrs C complains that Legal and General Assurance Society Limited (L&G) caused avoidable delays to the set-up of her annuity with it, leading to a financial loss. Mrs C is represented in her complaint. But I’ll only refer to her in my decision. What happened... (9 pages)View decision -
Decision Reference DRN-5186822
13 Jan 2025 Golden Charter Limited Not upheldFuneral Planning ServicesDRN-5186822 The complaint Ms D complains that Golden Charter Limited misled her about her funeral plan covering the cost of a burial plot. Golden Charter has accepted responsibility for the sale of this funeral plan. Ms D has been represented by her daughter. For clarity, I’ll refer t... (3 pages)View decision -
Decision Reference DRN-5111005
13 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5111005 The complaint Mr A complains on behalf of C Limited that Barclays Bank UK PLC paid a direct debit to Barclaycard from the business account when the bank account signatory had been changed to ‘complex mandate.’ What happened Mr A said that C’s banking mandate with Barclays w... (3 pages)View decision -
Decision Reference DRN-5237502
13 Jan 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5237502 The complaint Mr and Mrs J complain about the way Royal & Sun Alliance Insurance Limited (“RSA”) has handled a claim they made under their home insurance policy. Reference to RSA includes their representatives and agents. And, as Mr J has primarily dealt with this matte... (2 pages)View decision
