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-5382602
28 Mar 2025 esure Insurance Limited UpheldInsuranceDRN-5382602 The complaint Miss D complains about the way esure Insurance Limited (esure) handled a claim she made on her motor insurance policy. What happened The following is only intended as a brief summary of events. Miss D held a motor insurance policy with esure. She contacted the... (4 pages)View decision -
Decision Reference DRN-5361186
28 Mar 2025 Society of Lloyd's Not upheldInsuranceDRN-5361186 The complaint Mr M has complained after Society of Lloyd's (Lloyd’s) rejected the claim he made under his motor insurance policy. What happened In September 2019, Mr M’s motorhome was damaged overnight, with items reportedly stolen from it. He made a claim on his motor ... (3 pages)View decision -
Decision Reference DRN-5081851
28 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5081851 The complaint Miss L complains that Monzo Bank Ltd hasn’t refunded her after she was the victim of a scam in May 2024. What happened Miss L holds a current account with Monzo. She explains she’d missed out on purchasing music tickets due to the limited number available for ... (4 pages)View decision -
Decision Reference DRN-5032838
28 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5032838 The complaint Mr and Mrs E, who are represented, complain that Nationwide Building Society didn’t reimburse them after it failed to protect them from being defrauded. What happened In March 2018, Mr and Mrs E were introduced to an investment opportunity by a family member. T... (3 pages)View decision -
Decision Reference DRN-5436343
28 Mar 2025 Unum Ltd Not upheldInsuranceDRN-5436343 The complaint Mr and Mrs T complained that Unum Ltd declined a claim on a group critical illness policy. What happened Mr T joined Mrs T’s employer’s group critical illness policy as a spouse in March 2022. Mr T reported feeling unwell on 5 February 2024. He had an appointme... (4 pages)View decision -
Decision Reference DRN-5431194
28 Mar 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5431194 Complaint Mr T has complained about a credit card Tesco Personal Finance Limited (trading as “Tesco Bank”) provided to him. He says the credit card and limit increases should not have been provided to him as they were unaffordable. Background In March 2022, Tesco Bank provi... (3 pages)View decision -
Decision Reference DRN-5435349
28 Mar 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5435349 The complaint Mr E has complained after Haven Insurance Company Limited (Haven) cancelled his telematics policy and declined his claim, following a motoring incident. Mr E is represented with this complaint, by his mother. But for ease, I will refer to all comments and acti... (3 pages)View decision -
Decision Reference DRN-5369252
28 Mar 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5369252 Complaint Miss J has essentially complained that Nationwide Building Society (“Nationwide”) unfairly provided her with an overdraft that was unaffordable. She also says that it continued applying charges to her overdraft even after it should have realised that she couldn’t s... (8 pages)View decision -
Decision Reference DRN-5434195
28 Mar 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5434195 The complaint Mr M complains J.P. Morgan Europe Limited, trading as Chase, closed his account with inadequate notice and without explanation. Mr M also complains that he was provided with poor customer service, particularly in not being sent account statements to help him mo... (7 pages)View decision -
Decision Reference DRN-5393730
28 Mar 2025 IFS Risk Solutions (UK) Limited UpheldPensions and AnnuitiesDRN-5393730 The complaint Mr L has complained about the advice given to him by IFS Risk Solutions (UK) Limited (IFS) to transfer his pension benefits from Pearl to Metlife, and that by doing so, he lost his entitlement to a guaranteed pension. What happened In 2010, IFS recommended tha... (9 pages)View decision
