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 367928 results
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Decision Reference DRN-5380396
23 May 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5380396 The complaint Mr W has complained about the way in which Phoenix Life Limited trading as Standard Life dealt with a transfer of his pension benefits into a personal pension plan. What happened Mr W decided to transfer pension benefits he held within an occupational pension ... (5 pages)View decision -
Decision Reference DRN-5563273
23 May 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5563273 The complaint Mr H complains that Ageas Insurance Limited (“Ageas”) wouldn’t pay a claim under his car insurance policy because it said he hadn’t complied with its telematics requirements. Parts of Mr H’s claim and complaint have involved one of his family members, but for e... (3 pages)View decision -
Decision Reference DRN-5318638
23 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5318638 The complaint Mr M complains about the way in which Monzo Bank Ltd trading as Monzo handled his disputed transaction claim. What happened On 19 September 2024 Mr M’s Monzo account was debited £1300 to LB Camden. Mr M says he was charged the incorrect amount by LB Camden and ... (2 pages)View decision -
Decision Reference DRN-5491825
23 May 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5491825 The complaint Mr G is unhappy with the settlement Lloyds Bank PLC offered after it upheld his complaint about irresponsible lending. What happened Mr G took out a loan for £25,000 over 60 months from Lloyds in January 2013. After he complained to the bank, saying the lending... (2 pages)View decision -
Decision Reference DRN-5042068
23 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5042068 The complaint Mr M complains that Bank of Scotland plc trading as Halifax (Halifax) won’t refund the money he lost as a result of a scam. The complaint is brought on Mr M’s behalf by a professional representative. For ease of reading, I will refer to the actions and comment... (3 pages)View decision -
Decision Reference DRN-5579382
23 May 2025 Ageas Insurance Limited UpheldInsuranceDRN-5579382 The complaint Mrs G complains about the amount Ageas Insurance Limited (Ageas) have agreed to pay for rectification repairs following a claim she made under her home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so... (7 pages)View decision -
Decision Reference DRN-5366122
23 May 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5366122 The complaint A limited company, which I will refer to as S, complains that The Royal Bank of Scotland Plc unfairly transferred its Coronavirus Business Interruption Loan (CBIL) to the bank’s recoveries department. One of S’s directors brings the complaint on S’s behalf. To... (7 pages)View decision -
Decision Reference DRN-5398519
23 May 2025 AWP P&C S.A. UpheldInsuranceDRN-5398519 The complaint Miss C complains about the service she received from AWP P&C S.A. when she claimed on her travel insurance policy. What happened Miss C became unwell when she was abroad and needed help from AWP. She says that if she had better support she would have been a... (2 pages)View decision -
Decision Reference DRN-5572504
23 May 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsThe complaint Mr S’ complaint concerns charges for ongoing advice applied by St. James's Place Wealth Management Plc (“SJPWM”) in respect of his retirement account. He says that some of the related annual reviews either didn’t take place or were of poor quality and little benefit. ... (5 pages)View decision -
Decision Reference DRN-5195265
23 May 2025 St James's Place UK plc UpheldInvestmentsThe complaint Mr S complains that St James's Place UK plc (“SJP”) failed to respond reasonably to his request for historical charging information relating to his retirement account. What happened Mr S had held his retirement account since 2010. In November 2022 he requested informa... (2 pages)View decision
