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 370149 results
-
Decision Reference DRN-5122830
24 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5122830 The complaint Mr K is unhappy that Monzo Bank Ltd (“Monzo”) won’t refund him the money he lost after he 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 h... (3 pages)View decision -
Decision Reference DRN-5358225
24 Jun 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5358225 The complaint Mr A complains that Phoenix Life Limited (Phoenix) provided a poor service and failed to properly administer his annuity. What happened Mr A holds an annuity which was paid in line with its normal schedule quarterly in advance from 2004 to the end of 2017. He l... (5 pages)View decision -
Decision Reference DRN-5626821
24 Jun 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5626821 The complaint Mr B and Ms M complain that The Royal London Mutual Insurance Society Limited haven’t accepted a claim they made on a life insurance policy. What happened Mr B and Ms M hold a life insurance policy with Royal London. Mr B was diagnosed with an aggressive form o... (3 pages)View decision -
Decision Reference DRN-5616253
24 Jun 2025 Vanguard Asset Management, Ltd Not upheldInvestmentsDRN-5616253 The complaint Ms B complains that Vanguard Asset Management Ltd (“Vanguard”) caused unnecessary delays in transferring her stocks and shares ISA. What happened On 11 October 2024, Ms B requested a transfer of her stocks and shares ISA to Vanguard which was in-species with a ... (4 pages)View decision -
Decision Reference DRN-5500808
24 Jun 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5500808 The complaint Mr H complains Madison CF UK Limited trading as 118 118 Money provided him with an unaffordable loan. Mr H’s complaint has been brought to our service by a professional representative, however for ease I’ve referred to all submissions as though they are his ow... (4 pages)View decision -
Decision Reference DRN-5583474
24 Jun 2025 Money Redress Limited Not upheldClaims ManagementDRN-5583474 The complaint Mrs D complains about the service she received from Money Redress Limited (“MRL”) after it assisted her with a complaint against a pension provider. What happened Mrs D instructed MRL to act on her behalf in a complaint against a pension provider. In 2019, she ... (6 pages)View decision -
Decision Reference DRN-5065692
24 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5065692 The complaint Mr and Mrs S complain that Bank of Scotland plc, trading as Halifax, won’t reimburse them money they lost to an investment fraud. As the investment was arranged primarily by Mr S, for ease, I have referred to him throughout my decision. What happened As the cir... (3 pages)View decision -
Decision Reference DRN-5622167
24 Jun 2025 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-5622167 The complaint Mr N’s complaint is about a claim he made on his Financial & Legal Insurance Company Ltd (‘F&L’) pet insurance policy, which F&L declined. Mr N says F&L treated him unfairly. What happened The details of this complaint are well known to both pa... (2 pages)View decision -
Decision Reference DRN-5645182
24 Jun 2025 U K Insurance Limited UpheldInsuranceDRN-5645182 The complaint Mr R complains about the way U K Insurance Limited (‘UKI’) handled a claim he made under his motor insurance policy. What happened The following is intended as a summary of key events only, as the background to this complaint is well known to both parties. Mr... (5 pages)View decision -
Decision Reference DRN-5601312
24 Jun 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5601312 The complaint Mr N complains that Capital One (Europe) plc (“Capital One”) acted irresponsibly in giving him a credit card with a £200 credit limit and stopped taking repayments from his pre-paid credit card which resulted in a County Court Judgement (CCJ) against him for ... (3 pages)View decision
