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-5030730
15 Jan 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5030730 The complaint Mr M has complained, through his representative, that ReAssure Limited (‘ReAssure’) undertook insufficient due diligence when transferring his personal pension to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’) in November 2014. Mr M’s QROPS - the Ha... (5 pages)View decision -
Decision Reference DRN-4974898
15 Jan 2025 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4974898 The complaint Mrs J has complained that Scottish Widows Limited (SW) didn’t correctly apply contributions which were made to the pension plan she held with it. Mrs J has further said that a transfer out from SW was delayed. What happened The investigator who considered this ... (8 pages)View decision -
Decision Reference DRN-5086159
15 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5086159 The complaint Miss A complained because Monzo Bank Ltd refused to refund her for transactions she said she didn’t make. What happened On 17 May 2023, Miss A contacted Monzo. She said there were two debits on her account which she hadn’t made: - £70 at a cash machine on 1 M... (4 pages)View decision -
Decision Reference DRN-5102417
15 Jan 2025 First Complete Ltd Not upheldInsuranceDRN-5102417 The complaint Miss M complains that First Complete Ltd trading as PRIMIS Mortgage Network mis-sold her a life and critical illness insurance policy. Miss M’s policy was sold by an appointed representative of PRIMIS. But for ease of reading, I’ll refer to PRIMIS. What happene... (3 pages)View decision -
Decision Reference DRN-4976740
15 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4976740 The complaint Miss F complains Revolut Ltd didn’t do enough to protect her when she fell victim to a job scam. What happened Miss F has an account with Revolut which she says she opened during this scam and at the scammer’s suggestion. She has accounts elsewhere too. Miss F ... (2 pages)View decision -
Decision Reference DRN-5180166
15 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5180166 The complaint Mr N complains that NewDay Ltd trading as John Lewis Partnership Card changed the monthly statement date and the payment due date on his account. What happened Mr N holds a John Lewis card. On 1 August 2024 NewDay wrote to Mr N and advised him that it was chang... (2 pages)View decision -
Decision Reference DRN-5231629
15 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5231629 The complaint Mr R complains that Barclays Bank UK PLC, trading as Barclaycard, gave him inaccurate information when they told him interest wouldn’t be charged on his closed account. What happened The details of this complaint are well known to both parties, so I won’t repea... (2 pages)View decision -
Decision Reference DRN-5176927
15 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5176927 The complaint Mr P complains that he was unable to use his debit card from Monzo Bank Ltd to pay for items while on a flight. What happened Mr P explains that he is diabetic and needed to buy food and drink while on a long flight. But that staff of the travel company he’d us... (2 pages)View decision -
Decision Reference DRN-5195410
15 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5195410 The complaint Mr M is unhappy that Barclays Bank UK PLC didn’t consider him to be eligible to receive a current account switch incentive payment, or with the service he received from Barclays surrounding this. What happened Mr M saw that Barclays were offering an incentive p... (3 pages)View decision -
Decision Reference DRN-5211707
15 Jan 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5211707 The complaint Mr E has complained about the quality of repairs carried out on his mobile phone by his insurer Assurant General Insurance Limited (‘Assurant’). What happened Mr E made a claim on his mobile phone insurance policy after his mobile phone screen was damaged. As... (2 pages)View decision