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-5578637
22 May 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5578637 The complaint Mr C is unhappy with St. James's Place Wealth Management Plc (SJP)’s advice not to draw down any further income from his pension until he needed to spend it. He says this was tax inefficient as it’s more likely that income he does take in future will be ta... (8 pages)View decision -
Decision Reference DRN-5574410
22 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5574410 The complaint Ms S complains that Monzo Bank Ltd didn’t do enough to help her recover the money she lost when she was overcharged by a merchant abroad. What happened Ms S was abroad and picked up a taxi in the street. She recalls that when she came to pay, the payment termin... (5 pages)View decision -
Decision Reference DRN-5078075
22 May 2025 FinecoBank SPA Not upheldInvestmentsDRN-5078075 The complaint Mr S complains FinecoBank SPA (‘Fineco’) didn’t give him information about his investments which he requested after he closed his account. What happened Mr S had an investment account with Fineco. On 15 August 2024 he asked Fineco to close the account. Fineco c... (3 pages)View decision -
Decision Reference DRN-5556529
22 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5556529 The complaint Mrs M is unhappy that Monzo Bank Ltd won’t reimburse money she lost to a scam. Mrs M is represented by a third-party claims firm, but I will refer to Mrs M here. What happened The background to this complaint is known to both parties, so I won’t repeat everyt... (3 pages)View decision -
Decision Reference DRN-5331129
22 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5331129 The complaint Mr D complains Monzo Bank Ltd (“Monzo”) closed his account with immediate effect and did so without explanation. Mr D is unhappy the funds in the account haven’t been returned to him. Mr D says Monzo’s actions have caused him significant distress and inconvenie... (2 pages)View decision -
Decision Reference DRN-5412261
22 May 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5412261 The complaint Mrs F is unhappy with Zempler Bank Limited. She wanted it to update her name after she got married and provided certain information, but Zempler wouldn’t accept this and asked for further documentation. What happened Mrs F said she contacted Zempler and provid... (3 pages)View decision -
Decision Reference DRN-5578415
22 May 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5578415 The complaint Mr H complains that Admiral Financial Services Limited trading as Admiral Money was irresponsible in its lending to him. Mr H has a representative on this case but for ease of reference I have referred to Mr H throughout this decision. What happened Mr H applie... (4 pages)View decision -
Decision Reference DRN-5576678
22 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5576678 The complaint A has complained about the way Aviva Insurance Limited handled a third-party (TP) claim against it under its motor fleet insurance policy and the impact this has had on it. A is represented by Mr K. What happened Aviva received a claim from a representative o... (6 pages)View decision -
Decision Reference DRN-5520157
22 May 2025 Society of Lloyd's UpheldInsuranceDRN-5520157 The complaint Miss C and Mr J complain about how Society of Lloyd’s dealt with their holiday home insurance claim. My references to Lloyd’s include its agents. What happened In March 2024 Miss C and Mr J made a claim on their holiday home insurance for an escape of water at... (3 pages)View decision -
Decision Reference DRN-5488782
22 May 2025 Gill Financial Services Limited Not upheldPensions and AnnuitiesDRN-5488782 The complaint Mr B complains that Gill Financial Services Limited (‘GFS’) advised him to opt out of his employer’s defined benefit (‘DB’) pension and contribute to his employer’s defined contribution (‘DC’) pension instead. What happened Mr B says a few friends had used GFS ... (5 pages)View decision
