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 4563 results
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Decision Reference DRN-5339429
18 Feb 2025 Alwyn Insurance Company Limited Not upheldInsuranceDRN-5339429 The complaint Mr L complains that Alwyn Insurance Company Limited (Alwyn) voided his motor insurance policy and didn’t pay his claim. What happened Mr L held a motor insurance policy with Alwyn. He contacted them in October 2024 to report a claim after being involved in a r... (4 pages)View decision -
Decision Reference DRN8993724
19 Dec 2019 The Share Centre Limited Not upheldInvestment and pensionsMr L complains on behalf of his company about an administrative error by The Share Centre Limited which he says has caused financial loss.backgroundMr L held shares in an overseas company, having originally invested £29,977. The Share Centre contacted Mr L to explain that if he wanted to r... (4 pages)View decision -
Decision Reference DRN-3672800
19 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3672800 The complaint Mr O complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded a payment he says he didn’t make or otherwise authorise. What happened Mr O says that on 13 and 14 March 2022 he received two calls from individuals who said they were from Monzo but he now knows were sc... (3 pages)View decision -
Decision Reference DRN-5015332
28 Oct 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5015332 The complaint Mr A complains about how his insurer, U K Insurance Limited trading as Advantage (Advantage), valued his vehicle as a total loss following an accident. Any reference to Advantage in this decision includes their agents. What happened Mr A was involved in an ac... (4 pages)View decision -
Decision Reference DRN-3517438
26 Mar 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-3517438 The complaint Mr L has complained about a transfer of his stakeholder pension scheme by Scottish Widows Limited (Scottish Widows) to an occupational scheme in 2013. Mr L’s occupational scheme was subsequently found to be a vehicle for pension liberation, the process by which pe... (5 pages)View decision -
Decision Reference DRN1250210
27 Sep 2019 Sainsbury's Bank Plc Not upheldBanking and creditMr A complains that he was mis-sold a travel money card by Sainsbury’s Bank Plc.backgroundOn 28 June 2018 Mr A loaded $3,000 US dollars (USD) onto a multi-currency cash passport card he obtained from Sainsbury’s. He now feels this was mis-sold to him. He was told by a Sainsbury’s advisor t... (4 pages)View decision -
Decision Reference DRN-4498923
8 Jan 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4498923 The complaint Mrs M has complained that Lloyds Bank PLC won’t refund transactions she says she didn’t make or otherwise authorise. What happened During a day in spring 2023, over £5,000 worth of bank transfers were made from Mrs M’s Lloyds current account to another account, us... (3 pages)View decision -
Decision Reference DRN6072999
18 Mar 2015 Zurich Insurance PLC UpheldInsurance (excluding PPI)Miss T complains that Zurich Insurance plc wrongly cancelled her motor insurance policy without telling her. She should receive a refund of the whole of her annual premium, she says.backgroundA broker acted as intermediary between Miss T and Zurich. She purchased an... (3 pages)View decision -
Decision Reference DRN7970889
1 Jul 2019 Nationwide Building Society Not upheldBanking and creditMs L is unhappy that Nationwide Building Society (Nationwide) didn’t tell her that they use an intermediary to make payments to a country located in a single euro payments area (SEPA). backgroundMs L contacted Nationwide using an online messaging service from May- July 2... (3 pages)View decision -
Decision Reference DRN-1595302
17 Sep 2020 J D Williams & Company Limited UpheldConsumer CreditDRN-1595302The complaintMr W has complained J D Williams & Company Limited continues to put linked addresses on his credit record which are not his. What happenedIn 2019 Mr W noticed an address had been added to his credit record as linked to him. He’d had this problem before when a nu... (3 pages)View decision
