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 381196 results
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Decision Reference DRN-5443549
31 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5443549 The complaint Mr K complains that Santander UK Plc won’t refund him money he lost in a series of transactions he made as a result of an investment scam. Mr K is being represented by a professional representative but I’ll refer to Mr K only, for ease of reading. What happen... (8 pages)View decision -
Decision Reference DRN-5282643
31 Mar 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5282643 The complaint Miss S has complained about Liverpool Victoria Insurance Company Limited (LV). She isn’t happy about the way it dealt with a claim under her motor insurance policy. What happened Miss S made a claim under her motor insurance policy after she was involved in a m... (2 pages)View decision -
Decision Reference DRN-5365991
31 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5365991 The complaint Mrs P complains Monzo Bank Ltd unfairly closed her current account and applied a default on her credit file after she fell into financial difficulty. What happened In October 2022, Mrs P entered into a zero affordability plan for her overdraft af... (4 pages)View decision -
Decision Reference DRN-5420861
31 Mar 2025 Extracover Limited UpheldInsuranceDRN-5420861 The complaint Mr S complains that Extracover Limited trading as Zego failed to take full account of his no claims discount when calculating his premiums for a scooter and motorbike insurance policy. What happened Mr S took out scooter and motorbike insurance with Zego in Jul... (3 pages)View decision -
Decision Reference DRN-5446030
31 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5446030 The complaint Mrs A has complained about her let property insurer U K Insurance Limited. She blames it for various financial and non-financial losses she’s incurred and suffered since 2020, following a claim, made for a water leak which had caused subsidence. I explained in... (8 pages)View decision -
Decision Reference DRN-5363486
31 Mar 2025 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-5363486 The complaint Miss D complains that Hargreaves Lansdown Asset Management Limited’s (HL) marketing of the Woodford Equity Income Fund (WEIF) was not fair, clear and not misleading because it overplayed the benefits of the fund and didn’t explain that it would be invested in n... (9 pages)View decision -
Decision Reference DRN-4605276
31 Mar 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4605276 The complaint Mr B has complained that Options UK Personal Pensions LLP (“Options”) failed to carry out sufficient due diligence when it allowed his Self-Invested Personal Pension (SIPP) to invest in a non-mainstream investment. This decision relates to the purchase of a Li... (13 pages)View decision -
Decision Reference DRN-5077377
31 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5077377 The complaint Mr I complains that Wise Payments Limited will not refund two payments he made to a merchant, which I’ll refer to as “O”, even though he returned the items purchased. What happened In March 2024 Mr I made two payments to O for goods which he bought online. The ... (2 pages)View decision -
Decision Reference DRN-5272532
31 Mar 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5272532 The complaint Ms P complains about the premium that First Central Underwriting Limited charged her when she renewed her motor insurance policy. She wants a further refund. Ms P is represented in this matter by Mr L, a named driver on her policy. What happened Ms P’s policy ... (2 pages)View decision -
Decision Reference DRN-5292975
31 Mar 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5292975 The complaint Mr F is unhappy BUPA Insurance Limited (Bupa) mis-sold his private medical insurance policy to him and that the premium being charged on the policy doesn’t reflect the level of cover he has. What happened The background to this complaint is well-known to both p... (3 pages)View decision
