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 128312 results
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Decision Reference DRN-5327113
12 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5327113 The complaint Mr D complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In or around late 2012, Mr D was appro... (44 pages)View decision -
Decision Reference DRN-4741143
12 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4741143 The complaint Mr O complains that Monzo Bank Ltd (Monzo) won’t refund money he lost in an investment scam. What happened What Mr O says: Mr O received a message on WhatsApp from someone offering to set him up on a trading platform and provide him with a mentor who could teac... (6 pages)View decision -
Decision Reference DRN-5326589
12 Feb 2025 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-5326589 The complaint In summary, Miss W complains that Sainsbury’s Bank Plc, provided her with a credit card and credit limit increase that she wasn’t able to afford. The card was administered at the time of the application by another business on behalf of Sainsbury’s. As Sainsbury... (5 pages)View decision -
Decision Reference DRN-5318118
12 Feb 2025 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-5318118 The complaint A limited company, that I’ll refer to as S, has complained that Arthur J. Gallagher Insurance Brokers Limited mis-sold its “Contractors Combined” insurance policy. Mr D, as a director of S, has brought the complaint on its behalf. What happened S has used Art... (6 pages)View decision -
Decision Reference DRN-5326409
12 Feb 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5326409 The complaint Mr W complains that Kroo Bank Ltd (“Kroo”) failed to refund transactions from his account that he didn’t recognise. What happened Mr W reported that he’d been locked out of his main bank account (held with another business I’ll refer to as H). He was advised th... (4 pages)View decision -
Decision Reference DRN-5325817
12 Feb 2025 Swift 1st Limited UpheldMortgagesDRN-5325817 The complaint Miss L complains about her second charge mortgage (secured loan) which is being administered by Swift 1st Limited, trading as Swift Advances. She complains that the loan agreement is unfair, she has had to pay an excessive amount to the loan in interest and oth... (4 pages)View decision -
Decision Reference DRN-5212152
12 Feb 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5212152 The complaint Mr P and Mr P complain about the way Royal & Sun Alliance Insurance Limited (RSA) has handled a claim they made for a damaged hi-fi system. Whilst this is a joint policy, only one Mr P has been the main correspondent for the claim and complaint, so I’ve on... (2 pages)View decision -
Decision Reference DRN-5321853
12 Feb 2025 Nationwide Building Society UpheldMortgagesDRN-5321853 The complaint Mrs M and Mr M complain that Nationwide Building Society misrepresented the terms of the further borrowing they applied for. What happened In early 2024, Mrs M and Mr M applied for £120,000 in additional borrowing to help part-fund a renovation of their home. A... (4 pages)View decision -
Decision Reference DRN-5224101
12 Feb 2025 Oury Clark UpheldInvestmentsDRN-5224101 The complaint Ms C complains the advice and service Oury Clark gave her on an investment portfolio that started in 2018 wasn’t provided with appropriate skill, care and diligence. What happened Ms C has explained the background to her complaint. She is assisted by a represen... (7 pages)View decision -
Decision Reference DRN-5266576
12 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5266576 The complaint Ms W complains about the decision by AXA Insurance UK Plc (‘AXA’) to decline a claim she made on her home insurance policy, following an escape of water. AXA are the underwriters (insurers) of this policy. Some of Ms W’s dissatisfaction relates to the actions o... (5 pages)View decision