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 360982 results
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Decision Reference DRN-5302155
27 Feb 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5302155 The complaint Mr K and Mrs K are unhappy Liverpool Victoria Insurance Company Limited declined to cover a claim on their legal expenses insurance policy. Although the policy is in joint names as the claim relates to Mr K, I’ll mainly refer to him in this decision. All refere... (2 pages)View decision -
Decision Reference DRN-5311638
27 Feb 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5311638 The complaint Mr H complains that Advantage Insurance Company Limited provided poor service when he made a claim under his motor insurance policy. What happened In October 2023 Mr H was involved in an accident and he made a claim on the motor insurance policy he had with Adv... (2 pages)View decision -
Decision Reference DRN-5155964
27 Feb 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5155964 The complaint Mr D has complained, with the help of a professional third party, about the transfer of his personal pension to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’) in Hong Kong in January 2015. Mr D’s QROPS was subsequently used to invest in Christianson ... (13 pages)View decision -
Decision Reference DRN-5301370
27 Feb 2025 HDI Global Specialty SE Not upheldInsuranceDRN-5301370 The complaint Mr L is unhappy with what HDI Global Specialty SE did after he made claims on his pet insurance policy. What happened Mr L took out pet insurance with HDI in July 2023. His dog had surgery to remove a lump the following April. Mr L made claims (through his vet)... (3 pages)View decision -
Decision Reference DRN-4771139
27 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4771139 The complaint Ms T complains that Santander UK Plc (Santander) is refusing to refund her the amount she lost as the result of a scam. Ms T has previously been represented by a third party. To keep things simple, I will refer to Ms T throughout my decision. What happened The ... (3 pages)View decision -
Decision Reference DRN-5289068
27 Feb 2025 Great Lakes Insurance SE UpheldInsuranceDRN-5289068 The complaint Mr D is unhappy with what Great Lakes Insurance SE did following claims he made on his travel insurance policy. What happened In January 2023 Mr D was involved in an altercation with a security guard while on holiday. As a result he was admitted to hospital for... (4 pages)View decision -
Decision Reference DRN-5345606
27 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5345606 The complaint Mr S complains that Monzo Bank Ltd has refused to refund the money he’s lost as a result of a scam. What happened The parties are familiar with the details of the scam, so I’ll simply summarise what happened here. Mr S spotted an advert on social media for an i... (7 pages)View decision -
Decision Reference DRN-4916693
27 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4916693 The complaint Mr B complains about Revolut Ltd. He says that Revolut didn’t do enough to protect him when he became the victim of a scam and would like it to refund him the money he has lost as a result. What happened Mr B came across an investment opportunity linked to a ... (3 pages)View decision -
Decision Reference DRN-4733133
27 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4733133 The complaint Mr H complains that Santander UK Plc is refusing to refund him the amount he lost as the result of a scam. Mr H is being represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened The background of this compl... (3 pages)View decision -
Decision Reference DRN-5331413
27 Feb 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5331413 The complaint Ms B complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Ms B applied for a credit card with Vanquis in July 2012. In her application, Ms B confirmed she was re... (3 pages)View decision
