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 122405 results
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Decision Reference DRN-5198557
11 Jun 2025 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5198557 The complaint Mr R complained that his enhanced annuity with Scottish Widows Limited has been reduced following its discovery of an error in not amending some of the health details he corrected on his application. What happened Mr R used a broker to search for an enhanced a... (8 pages)View decision -
Decision Reference DRN-5251543
11 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5251543 The complaint Mr P complains about Santander UK Plc. He would like Santander to refund him his remaining losses from a scam he fell victim to in 2021. What happened The details of what happened here are well-known to all parties, so I won’t repeat them in detail here. In su... (3 pages)View decision -
Decision Reference DRN-5618843
11 Jun 2025 Auto Accept Finance Limited UpheldConsumer CreditDRN-5618843 The complaint Mr and Mrs M complain about a car supplied under a hire purchase agreement, provided by Auto Accept Finance Limited (‘AAF’). What happened Around July 2023 Mr and Mrs M acquired a used car under a hire purchase agreement with AAF, from a dealer I’ll refer to as... (8 pages)View decision -
Decision Reference DRN-5315100
11 Jun 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5315100 The complaint Mr and Mrs R complains AXA Insurance UK Plc handled their subsidence claim poorly. AXA’s been represented for the claim at points. For simplicity I’ve generally referred to the representative’s actions as being AXA’s own. Mr and Mrs R are both complainants. A... (7 pages)View decision -
Decision Reference DRN-5586569
11 Jun 2025 Covea Insurance plc UpheldInsuranceDRN-5586569 The complaint Miss H says Covea Insurance plc and its agent provided her with poor service and discriminated against her on the basis of her disabilities and / or failed to make reasonable adjustments after she requested a replacement rear windscreen for her car. What happe... (6 pages)View decision -
Decision Reference DRN-5109118
11 Jun 2025 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-5109118 The complaint Mr C complains about the advice given by Harbour Rock Capital Limited (‘Harbour Rock’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self- invested personal pension (‘SIPP’). He says the advice was unsuitable for him ... (13 pages)View decision -
Decision Reference DRN-5407103
11 Jun 2025 Smart Insurance Services Ltd UpheldInsuranceDRN-5407103 The complaint Mr C and Mrs C have complained that Smart Insurance Services Ltd trading as Coversure Insurance Services (Southampton) (‘Coversure’) mis-sold them a home insurance policy. What happened Mr C and Mrs C took out a policy through a broker, Coversure. In January 2... (3 pages)View decision -
Decision Reference DRN-5030637
11 Jun 2025 Cumberland Building Society UpheldBanking and PaymentsDRN-5030637 The complaint Mr and Mrs F complain that Cumberland Building Society (CBS) will not refund money they lost to a scam. Mr and Mrs F are represented by a firm I’ll refer to as “C”. For ease, I have referred to comments made by C as though Mr and Mrs F made them. What happened ... (2 pages)View decision -
Decision Reference DRN-5617070
11 Jun 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5617070 The complaint Mr D complains that Westerby Trustee Services Limited (‘Westerby’) failed to carry out sufficient due diligence into the introducer before accepting business from it and on the investment before accepting it into his Self-Invested Personal Pension (‘SIPP’), cau... (33 pages)View decision -
Decision Reference DRN-5098162
11 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5098162 The complaint Mr A complains that Monzo Bank Ltd unfairly placed a fraud marker against his name and closed his bank account. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Mr A had an account wi... (5 pages)View decision
