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 381195 results
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Decision Reference DRN-5583104
11 Jun 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5583104 The complaint Mr N complains about Zurich Insurance Company Ltd’s handling of a claim under a home insurance policy. Zurich has been represented by its agents during the claim. All references to Zurich include its agents. What happened Mr N had a home insurance policy with Z... (5 pages)View decision -
Decision Reference DRN-5315100
11 Jun 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5315100 The complaint Mr and Mrs R complains AXA Insurance UK Plc handled their subsidence claim poorly. AXA’s been represented for the claim at points. For simplicity I’ve generally referred to the representative’s actions as being AXA’s own. Mr and Mrs R are both complainants. A... (7 pages)View decision -
Decision Reference DRN-5586569
11 Jun 2025 Covea Insurance plc UpheldInsuranceDRN-5586569 The complaint Miss H says Covea Insurance plc and its agent provided her with poor service and discriminated against her on the basis of her disabilities and / or failed to make reasonable adjustments after she requested a replacement rear windscreen for her car. What happe... (6 pages)View decision -
Decision Reference DRN-5584102
11 Jun 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5584102 The complaint Mr W complains Vanquis Bank Limited (“Vanquis”) lent him a credit card without an adequate assessment of whether or not he could afford the card. What happened In February 2019, Mr W applied for a credit card with Vanquis. The application was approved and he w... (4 pages)View decision -
Decision Reference DRN-5548510
11 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5548510 The complaint X complains that Bank of Scotland plc trading as Halifax (“Halifax”) hasn’t protected them from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, X has exp... (2 pages)View decision -
Decision Reference DRN-5109118
11 Jun 2025 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-5109118 The complaint Mr C complains about the advice given by Harbour Rock Capital Limited (‘Harbour Rock’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self- invested personal pension (‘SIPP’). He says the advice was unsuitable for him ... (13 pages)View decision -
Decision Reference DRN-5560325
11 Jun 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5560325 The complaint X complains that The Co-operative Bank Plc (“Co-op”) hasn’t protected them from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, X has explained that in N... (2 pages)View decision -
Decision Reference DRN-5362664
11 Jun 2025 Ulster Bank Ltd Not upheldBanking and PaymentsDRN-5362664 The complaint Ms F complains that Ulster Bank Ltd hasn’t refunded payments she sent to an investment opportunity that turned out to be a scam. What happened Ms F found an investment opportunity on social media. She began investing in January 2021 and continued sending paymen... (3 pages)View decision -
Decision Reference DRN-5600498
11 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5600498 The complaint Mr A has complained about Monzo Bank Ltd registering a fraud marker against him. What happened Both sides are most familiar with the case, so I’ll summarise things more briefly. Mr A opened an account with Monzo after moving to the UK. He received a series of f... (4 pages)View decision -
Decision Reference DRN-5473351
11 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5473351 The complaint Miss J complains that Revolut Ltd won’t refund money she lost to a scam. Miss J is represented by a firm I’ll refer to as “C”. For ease, I have referred to comments made by C as though Miss J made them. What happened The payments relevant to this complaint are ... (3 pages)View decision
