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 366350 results
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Decision Reference DRN-5246200
8 Jan 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5246200 The complaint Mr G complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In 2012, Mr G says he was approached b... (45 pages)View decision -
Decision Reference DRN-5196232
8 Jan 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5196232 The complaint Miss K complains that Assurant General Insurance Limited mishandled her claim on a mobile phone insurance policy. What happened Miss K had a mobile phone insured on a policy with Assurant. Her phone had a “dual SIM” feature. Unfortunately, on 31 December 2023... (3 pages)View decision -
Decision Reference DRN-5241128
8 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5241128 The complaint Miss C complains that National Westminster Bank Plc refused her request for a cash withdrawal from her savings account and that she felt racially discriminated against. What happened Miss C went into a NatWest branch to withdraw a significant amount of cash. Na... (4 pages)View decision -
Decision Reference DRN-5214280
8 Jan 2025 Zurich Assurance Ltd UpheldInsuranceDRN-5214280 The complaint Mr P complains that Zurich Assurance Ltd hasn’t paid a claim he made under an income protection policy. What happened Mr P was diagnosed with a generalised anxiety disorder in 2020. He was taking regular medication to manage his condition. But around November ... (8 pages)View decision -
Decision Reference DRN-5221435
8 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5221435 The complaint Mr B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and went on to increase his credit limit. What happened Mr B applied for a credit card with Aqua in February 2018. In his application Mr B said he wa... (3 pages)View decision -
Decision Reference DRN-5225457
8 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5225457 The complaint Miss K complains Monzo Bank Ltd (Monzo) refuses to refund her for transactions on her account she says she didn’t authorise. What happened The facts of this case are well known, so I won’t repeat them in detail. In summary, Miss K contacted Monzo on 10 June 202... (2 pages)View decision -
Decision Reference DRN-5174458
8 Jan 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5174458 The complaint Mr A complains about how long it’s taking Tradex Insurance Company PLC to make a decision on a claim he made on his motor trade policy. Reference to Tradex includes its agents. What happened In September 2023 Mr A made a claim for damage to a vehicle covered hi... (2 pages)View decision -
Decision Reference DRN-5120712
8 Jan 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5120712 The complaint Mr B complains about Accredited Insurance (Europe) Ltd’s handling of his car insurance claim. What happened Mr B had a car insurance policy with Accredited. In November 2023, his car was damaged by a third-party and in December 2023 he made a claim with Accredi... (3 pages)View decision -
Decision Reference DRN-5064944
8 Jan 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5064944 The complaint Miss D complains that the car she acquired through Oodle Financial Services Limited wasn’t of satisfactory quality. She says she identified a number of issues and problems with the car on the day it was delivered, and it was subsequently collected by the supply... (4 pages)View decision -
Decision Reference DRN-5228631
8 Jan 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5228631 The complaint Ms C has complained about, in summary, the poor customer service provided by Phoenix Life Limited since she tried to take the benefits from her personal pension in May 2023. She considers Phoenix Life Limited has been blocking her from accessing her pension. Wh... (6 pages)View decision
