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 125400 results
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Decision Reference DRN-4595266
22 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4595266 Complaint Mr K is unhappy that Santander UK Plc didn’t reimburse him after he fell victim to a scam. Background In April 2023, Mr K entered into an agreement to make a bulk purchase of a popular drink. He intended to resell those drinks to retailers in the UK. He’d become aw... (3 pages)View decision -
Decision Reference DRN-5098540
22 Oct 2024 Best Practice IFA Group Limited UpheldPensions and AnnuitiesDRN-5098540 The complaint Mr P complains that Best Practice IFA Group Limited (“Best Practice”) provided him with incorrect information about the charges that were included in the performance figures of investments that were recommended to him. What happened I issued a provisional decis... (5 pages)View decision -
Decision Reference DRN-4999664
22 Oct 2024 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4999664 The complaint Mr C complains that Aviva Life & Pensions UK Limited (Aviva) failed to allocate contributions to his pension plan causing him distress and inconvenience and wasting his day off work in trying to resolve the issue. He wants compensation for the inconvenience... (3 pages)View decision -
Decision Reference DRN-4986126
22 Oct 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4986126 The complaint Mr J has complained about the way that AXA Insurance UK Plc repaired his roof after he made a claim under his home insurance policy and about the service he received. References to AXA in this decision include its agents and contractors. What happened In Nove... (4 pages)View decision -
Decision Reference DRN-5098293
22 Oct 2024 esure Insurance Limited UpheldInsuranceDRN-5098293 The complaint Mr G and X were unhappy with the delays to their claim and the cash settlement they were offered by esure Insurance Limited (“esure”) under their home insurance policy. What happened Following a leak, esure accepted a claim made by Mr G and X for repairing the ... (5 pages)View decision -
Decision Reference DRN-5054022
22 Oct 2024 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-5054022 The complaint Mr H1 and Mr H2 complain that Aioi Nissay Dowa Insurance UK Limited (Aioi) provided a poor level of support after a telematics device that was fitted to Mr H1’s car caused the car battery to go flat. References to Mr H1 or Mr H2, will include the other. Aioi ... (3 pages)View decision -
Decision Reference DRN-5027147
22 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5027147 The complaint Mr P has complained that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened In autumn 2023, Mr P was cold-contacted on a messaging app. He was offered a fully remote job completing relatively simple tasks in exchange for... (4 pages)View decision -
Decision Reference DRN-5091102
22 Oct 2024 UBS AG UpheldInvestmentsDRN-5091102 The complaint Ms A complains that UBS AG didn’t adhere to the agreed investment instructions for her investment portfolio, and this caused her a loss. What happened The background and the second provisional decision (which includes the initial provisional decision within it)... (19 pages)View decision -
Decision Reference DRN-5097253
22 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5097253 The complaint A company, which I’ll refer to as W, complains that Revolut Ltd (“Revolut”) won’t refund payments that debited its account as part of a scam. Mr P, who is the director of W, has brought this complaint on W’s behalf. What happened On 31 March 2023, Mr P receive... (7 pages)View decision -
Decision Reference DRN-5096963
22 Oct 2024 Zurich Assurance Ltd UpheldInsuranceDRN-5096963 The complaint Mrs T and Mr T complain that Zurich Assurance Ltd provided misleading information when they requested a partial surrender of a whole of life policy, and that this left them with significantly reduced life cover than they were told they would retain. What happen... (4 pages)View decision
