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 367927 results
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Decision Reference DRN-5222573
19 Dec 2024 Sainsbury's Bank Plc Not upheldInsuranceDRN-5222573 The complaint Mrs N complains her home insurance policy was mis-sold by Sainsbury’s Bank Plc (Sainsbury’s). Mrs N is being represented by her daughters. For ease of reference, I’ve referred to Mrs N throughout this decision. What happened In September 2023 Mrs N bought a h... (4 pages)View decision -
Decision Reference DRN-5165857
19 Dec 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5165857 The complaint Mrs R, the representative of the estate of Mr C, complains that Scottish Widows Limited (SWL) unfairly handled his death claim. What happened Mr C had a pension policy with SWL, which I understand began on 31 January 1984. In 2011, Mr C’s changed his address. A... (8 pages)View decision -
Decision Reference DRN-5181819
19 Dec 2024 Black Horse Limited Not upheldConsumer CreditDRN-5181819 The complaint Miss F complains that Black Horse Limited was irresponsible in its lending to her. She wants all interest and charges paid under her hire purchase agreement refunded, and the agreement removed from her credit file. What happened Miss F was provided with a hire ... (3 pages)View decision -
Decision Reference DRN-4716729
19 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4716729 The complaint Mrs N complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties so I won’t repeat it all in detail here. But in ... (6 pages)View decision -
Decision Reference DRN-5155508
19 Dec 2024 Grange Financial Planning Ltd UpheldInvestmentsDRN-5155508 The complaint Mrs P complains that Grange Financial Planning Ltd (“GFP”) gave her unsuitable investment advice. She says she was recommended to invest too much in an investment which was too risky for her. She wants GFP to put her back in the financial position she was in be... (14 pages)View decision -
Decision Reference DRN-5197551
19 Dec 2024 Ageas Insurance Limited UpheldInsuranceDRN-5197551 The complaint Ms M complains about how Ageas Insurance Limited (“Ageas”) dealt with a claim she made on her home insurance policy. In particular the length of time taken to resolve her claim. Ageas are the underwriters of this policy, i.e. the insurer. Part of this complain... (4 pages)View decision -
Decision Reference DRN-5061230
19 Dec 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5061230 The complaint Mrs Y complains that Legal and General Assurance Society Limited (‘L&G’) didn’t carry out due diligence when placing her life insurance policy into a trust, and refused to later amend the trust without the consent of all the trustees. What happened In 2019... (2 pages)View decision -
Decision Reference DRN-5219489
19 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5219489 The complaint Mr S complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost after falling victim to a scam. What happened In February 2023, Mr S saw an advertisement on a social media site for a cryptocurrency investment. Mr S clicked a link and provided his co... (9 pages)View decision -
Decision Reference DRN-4991661
19 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4991661 The complaint Mr T complains that Santander UK Plc (“Santander”) won’t refund the money he lost when he was the victim of a scam. What happened In July 2019 Mr T saw an advert about an opportunity to invest in a company (Buy2let/Raedex Consortium Ltd – referred to as R in t... (8 pages)View decision -
Decision Reference DRN-5182713
19 Dec 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5182713 The complaint Mr J complains that Accredited Insurance (Europe) Ltd Limited haven’t covered all the costs of his repairs, and have provided poor service. What happened Mr J held buildings and contents insurance with Accredited. His guest bedroom ceiling was damaged by a le... (3 pages)View decision
