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-4682884
14 Mar 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4682884 The complaint Mrs T complains that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly avoided her home insurance policy and declined her claim after her home was burgled. RSA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the action... (4 pages)View decision -
Decision Reference DRN-4563162
14 Mar 2024 FIL Wealth Management Limited UpheldPensions and AnnuitiesDRN-4563162 The complaint Mr P complaint about FIL Wealth Management Limited’s (‘FIL’) review conclusion that it had given him suitable advice to transfer the benefits from the British Steel Pension Scheme (“the BSPS”) to an alternative pension. FIL was required to carry out the review und... (8 pages)View decision -
Decision Reference DRN-4534094
14 Mar 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4534094 The complaint Mrs K complains that Metro Bank PLC did not refund a payment of £1,925 she lost to a scam. What happened Mrs K received a text message from who she thought was a legitimate merchant offering her a refund of £95. They convinced her to download Anydesk, as well as a... (3 pages)View decision -
Decision Reference DRN-4681064
14 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4681064 The complaint Mrs F complains AXA Insurance UK Plc (“AXA”) breached data protection rules by passing her details to a third party. What happened The circumstances of this complaint are well known to both parties, so I’ve summarised events. Mrs F had a car insurance policy with... (2 pages)View decision -
Decision Reference DRN-4516387
14 Mar 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4516387 The complaint Mr M complaints that J. P. Morgan Europe Limited (trading as Chase) has not refunded money he lost to a scam. What happened Mr M says that he came across an investment opportunity on social media. He submitted his details and was then called by someone claiming to... (3 pages)View decision -
Decision Reference DRN-4506298
14 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsThe complaint Mr M complains Monzo Bank Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief summary, Mr M was introduced to a cryptocurre... (3 pages)View decision -
Decision Reference DRN-4660963
14 Mar 2024 Covea Insurance plc UpheldInsuranceThe complaint Mr L and Mr L complain about the way Covea Insurance plc recorded a claim made on Mr L juniors motor insurance policy. Mr L junior is the policy holder and his father, also Mr L, was a named driver. For ease, I’ll refer to Mr L junior as Mr L(J) throughout this decision and h... (3 pages)View decision -
Decision Reference DRN-4590049
14 Mar 2024 Amtrust Europe Limited UpheldInsuranceDRN-4590049 The complaint Ms R complains about how Amtrust Europe Limited has dealt with a claim she made on a legal expenses insurance policy. All references to Amtrust are also intended to include the actions of its agents/claims handlers. What happened What follows is intended to be a s... (3 pages)View decision -
Decision Reference DRN-4439214
14 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4439214 The complaint P, a limited company complains that Barclays Bank UK Plc didn’t do enough to prevent the loss it suffered when it sent money to a Barclays account as the result of a scam. Mr I, a director of P has brought the complaint on its behalf, but for ease of reading, I’ll... (4 pages)View decision -
Decision Reference DRN-4644039
14 Mar 2024 Evergreen Finance London Limited UpheldConsumer CreditDRN-4644039 The complaint Mr B complains through a representative that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided him with loans without carrying out sufficient affordability checks. What happened A summary of Mr B’s borrowing can be found below. loa... (5 pages)View decision
