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 381196 results
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Decision Reference DRN-5506580
18 Jun 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5506580 The complaint Mrs K complained that Lloyds Bank General Insurance Limited (“Lloyds”) unfairly declined her claim for items stolen from her property, under her home contents insurance policy. What happened Mrs K has a second property. It was burgled in September 2024 and so s... (2 pages)View decision -
Decision Reference DRN-5597838
18 Jun 2025 Artemis Fund Managers Limited Not upheldInvestmentsDRN-5597838 The complaint Mr S complains that Artemis Fund Managers Limited are unable to locate an investment he held with them. What happened Mr S held a Personal Equity Plan with Artemis. The last piece of correspondence he holds about the plan is a statement from April 2006. In July... (2 pages)View decision -
Decision Reference DRN-5580262
18 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5580262 The complaint Mr D complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t refund the money he lost to an investment scam. What happened The background to this complaint is known to both parties. I won’t repeat all the details here. In summary, Mr D says t... (3 pages)View decision -
Decision Reference DRN-5477300
18 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5477300 The complaint Mr H complains that NewDay Ltd trading as Newpay lent to him irresponsibly. What happened In December 2019 Mr H applied for a credit card with NewDay. NewDay approved the application and gave Mr H a card with a credit limit of £1500. Mr H complained that NewDay... (3 pages)View decision -
Decision Reference DRN-5589496
18 Jun 2025 Herts Insurance Consultants Ltd Not upheldInsuranceDRN-5589496 The complaint Mr S complains Herts Insurance Consultants Ltd trading as Sterling Insurance Services (“Sterling”) has unfairly asked for the entire insurance premium to be paid, despite his car being stolen. What happened Mr S had a car insurance policy arranged through Ster... (2 pages)View decision -
Decision Reference DRN-5272766
18 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5272766 The complaint Mr L complains that Barclays Bank UK PLC did not reimburse the funds he lost to a scam. What happened Mr L was looking to purchase a new van for work and found one online. He contacted the seller and agreed to pay a deposit of £1,000 on 7 September 2022 ahead o... (4 pages)View decision -
Decision Reference DRN-5629116
18 Jun 2025 Virgin Money Unit Trust Managers Ltd Not upheldPensions and AnnuitiesDRN-5629116 The complaint Mrs B complains that Virgin Money Unit Trust Managers Ltd (Virgin Money) transferred her pension to the United Members Pension Trust administered by Apex Pensions in 2018. Mrs B says she didn’t give her authority to transfer to Apex, and she’d not heard of them... (11 pages)View decision -
Decision Reference DRN-5457326
18 Jun 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5457326 The complaint Mr C complains Zurich Insurance Company Ltd (Zurich) didn’t notify him when it reopened a notification only claim on his motor insurance policy and that this impacted the cost of his renewal premium. What happened Mr C was involved in a collision with a third-... (2 pages)View decision -
Decision Reference DRN-5356466
18 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5356466 The complaint Mr M complains that Monzo Bank Ltd isn’t paying interest on a savings challenge. What happened Monzo has a ‘Savings Challenge’ facility that it offers to customers – where over the course of a year a customer saves an amount equivalent to the relevant day of th... (3 pages)View decision -
Decision Reference DRN-5600413
18 Jun 2025 American International Group UK Limited Not upheldInsuranceDRN-5600413 The complaint Mr T complains that AMERICAN INTERNATIONAL GROUP UK LIMITED (AIG) unfairly declined his claim under his single trip excess reimbursement policy. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brie... (4 pages)View decision
