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 123440 results
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Decision Reference DRN-5617460
11 Jun 2025 Evolution Insurance Company Limited UpheldInsuranceDRN-5617460 The complaint Ms A complains that Evolution Insurance Company Limited (‘Evolution’) declined a claim made on her home emergency insurance policy. What happened In March 2024, Ms A contacted Evolution to make a claim on her home emergency policy as there was water coming thr... (4 pages)View decision -
Decision Reference DRN-5601576
11 Jun 2025 Hull and East Yorkshire Credit Union Limited UpheldConsumer CreditDRN-5601576 Complaint Mrs C has complained about loans Hull and East Yorkshire Credit Union Limited (“HEY CU”) provided to her. She says that sufficient checks hadn’t been carried out before the loans were provided and if they had been it would have been clear that the loans were unaffo... (4 pages)View decision -
Decision Reference DRN-5595133
11 Jun 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5595133 The complaint Miss P complains that American Express Services Europe Limited (‘Amex’) didn’t honour the Avios points she was entitled to when opening a new credit card account with them, despite Amex confirming she’d get the points if she met the qualifying spend on her card... (3 pages)View decision -
Decision Reference DRN-5598796
11 Jun 2025 Co-op Funeral Plans Limited UpheldFuneral Planning ServicesDRN-5598796 The complaint Mrs T’s complained that Co-op Funeral Plans Limited cancelled her pre-paid funeral plan without her knowledge and refunded what she’d paid to her former partner. What happened Mrs T and her former partner each bought a pre-paid funeral plan towards the end of 2... (3 pages)View decision -
Decision Reference DRN-5608028
11 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5608028 The complaint Miss M has complained about Monzo Bank Ltd’s (Monzo’s) handling of her claim. What happened Miss M booked a stay at a hotel I shall call R using her Monzo debit card. This was for the dates of 2 May to 4 May 2024 at a cost of £258.52. However the wedding she w... (5 pages)View decision -
Decision Reference DRN-5610545
11 Jun 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5610545 The complaint Mr B has raised a number of complaints about his dealings with St. James’s Place Wealth Management Plc (‘SJP’). He says it has not treated fairly as a vulnerable consumer and believes he was targeted at a vulnerable time. He says the performance of his investme... (11 pages)View decision -
Decision Reference DRN-5613259
11 Jun 2025 The Prudential Assurance Company Limited UpheldInvestmentsDRN-5613259 The complaint Mr D complains that The Prudential Assurance Company Limited (“Pru”) failed to retain his log in details which meant he was unable to access a secure message it had sent. He also complains that Pru failed to telephone him back as promised when facing these issu... (3 pages)View decision -
Decision Reference DRN-5616638
11 Jun 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5616638 The complaint Mrs P complained to St. James's Place Wealth Management Plc (SJP) about the unreasonableness of the fees and charges on her pension, and the frequency and quality of the advice associated with them, She also complained about the mismanagement of her funds ... (4 pages)View decision -
Decision Reference DRN-5614143
11 Jun 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5614143 The complaint Mr M has a self-invested personal pension (‘SIPP’) with London & Colonial Services Limited (‘L&C”) now Pathlines Pensions UK Limited. Mr M says L&C mismanaged his SIPP and as a result it allowed investments to be made that were not appropriate inves... (42 pages)View decision -
Decision Reference DRN-5506371
11 Jun 2025 Skipton Building Society UpheldPensions and AnnuitiesDRN-5506371 The complaint Mr M has complained about pension planning advice he received from Skipton Building Society. What happened Following a referral, Mr M contacted Skipton Building Society (Skipton) to ask for advice on options available for investing a lump sum. On 3 March 2023 ... (8 pages)View decision
