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 122183 results
-
Decision Reference DRN-5103466
31 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5103466 The complaint Mr A complains Revolut Ltd didn’t do enough to protect him when he fell victim to a job scam. What happened Mr A has an account with Revolut and has been a customer for around five years. He has accounts elsewhere including accounts with businesses who I’ll ref... (3 pages)View decision -
Decision Reference DRN-5231804
31 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5231804 The complaint Mr A complains Monzo Bank Ltd didn’t do enough to protect him when he fell victim to a job scam. What happened Mr A has an account with Monzo and has been a customer for around two years. He has accounts elsewhere including accounts with businesses who I’ll ref... (3 pages)View decision -
Decision Reference DRN-5272437
31 Jan 2025 Countrywide Assured Plc UpheldInsuranceDRN-5272437 The complaint Mr and Mrs J, as trustees of the J trust, complain about a reviewable whole of life (RWOL) policy they hold with Countrywide Assured Plc. They are unhappy with being asked to pay a higher premium in order to maintain the sum assured and think Countrywide have f... (16 pages)View decision -
Decision Reference DRN-5300852
31 Jan 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5300852 The complaint Mr B complains that Aviva Life & Pensions UK Limited (Aviva) misinformed him about the retirement options and features of his Group Personal Pension Plan (PPP), which negatively impacted his pension planning, causing distress and financial losses. He wants ... (5 pages)View decision -
Decision Reference DRN-5300762
31 Jan 2025 Assicurazioni Generali SpA UpheldInsuranceDRN-5300762 The complaint Ms F has complained that Assicurazioni Generali SpA trading as Generali (Generali) terminated a claim she made under her group income protection policy. What happened Ms F is covered by her employer’s income protection policy. Benefit is payable after a deferre... (3 pages)View decision -
Decision Reference DRN-5300685
31 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5300685 The complaint Mr S complains about how esure Insurance Limited (esure) handled a claim under his motor insurance policy for damage to his vehicle. References to esure include their agents who administer the policy and assess claims. What happened In September 2023 Mr S was... (7 pages)View decision -
Decision Reference DRN-5289462
31 Jan 2025 HSBC UK Bank Plc UpheldInvestmentsDRN-5289462 The complaint Mr A and Mr V complain that HSBC UK Bank Plc delayed transferring their Child Trust Fund (CTF) to a Junior Individual Savings Account (JISA) with another provider. What happened Mr A and Mr V submitted a transfer request to HSBC on 25 March 2024 through their J... (4 pages)View decision -
Decision Reference DRN-5012078
31 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5012078 The complaint Miss H complains that Revolut Ltd is refusing to refund her the amount she lost as the result of a scam. Miss H is being represented by a third party. To keep things simple, I will refer to Miss H throughout my decision. What happened The background of this com... (8 pages)View decision -
Decision Reference DRN-5238615
31 Jan 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5238615 The complaint Mrs N complains about how Tesco Underwriting Limited (Tesco) dealt with a claim on her motor insurance. What happened Mrs N had motor insurance underwritten by Tesco. Her car was involved in an accident and she made a claim on her insurance policy. Tesco told h... (3 pages)View decision -
Decision Reference DRN-5262093
31 Jan 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5262093 The complaint Ms K complains Great Lakes Insurance UK Limited has unfairly declined a claim she’s made on her travel insurance policy following water damage to two phones covered under the policy. What happened The background to this complaint is well known to the parties an... (3 pages)View decision
