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 382298 results
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Decision Reference DRN-4922883
30 Mar 2025 HARBOUR ROCK CAPITAL LIMITED Not upheldPensions and AnnuitiesDRN-4922883 The complaint Mr C has complained about advice he was given in 2022 regarding the transfer of his defined-benefit (DB) pension scheme, to a type of personal pension plan known as a SIPP 1 . Harbour Rock Capital Limited is now responsible for answering this complaint. Therefo... (11 pages)View decision -
Decision Reference DRN-5440686
30 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5440686 The complaint Mr O complains that Monzo Bank Ltd registered a default against him after closing his account. He is also dissatisfied with the service he received, particularly delays in responding to his emails. What happened The detailed background of this complaint is wel... (4 pages)View decision -
Decision Reference DRN-5341609
30 Mar 2025 AXIS Specialty Europe SE Not upheldInsuranceDRN-5341609 The complaint Mr P complains that AXIS Specialty Europe SE (“AXIS”) unfairly declined a claim he made under his Commercial Property Owners insurance policy following a large escape of water. Any reference to AXIS in this complaint includes its appointed agents. Mr P’s repres... (4 pages)View decision -
Decision Reference DRN-5126013
30 Mar 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5126013 The complaint Mr M is unhappy that a car supplied to him under a hire purchase agreement with Startline Motor Finance Limited was of an unsatisfactory quality. What happened In January 2024, Mr M was supplied with a used car through a hire purchase agreement with Startline.... (4 pages)View decision -
Decision Reference DRN-5132803
30 Mar 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5132803 The complaint Mr and Mrs C have complained that Inter Partner Assistance SA (‘IPA’) unreasonably declined a claim for the cancellation of a trip. What happened Mr and Mrs C bought an annual travel insurance policy, underwritten by IPA. Unfortunately, Mrs C became unwell and ... (2 pages)View decision -
Decision Reference DRN-5197571
30 Mar 2025 Lowes Financial Management Limited Not upheldInvestmentsDRN-5197571 The complaint Mr A and Mrs A (‘the complainants’) became clients of Lowes Financial Management Limited (‘Lowes’) in 2012, when they both retired. Lowes advised on their portfolio – Mr A’s Self- Invested Personal Pension (‘SIPP’) and Stocks & Shares Individual Savings Acc... (5 pages)View decision -
Decision Reference DRN-5347996
30 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5347996 The complaint Mr R complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (6 pages)View decision -
Decision Reference DRN-5176794
29 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5176794 The complaint Miss S has complained that Santander UK Plc (“Santander”) failed to protect her from falling victim to a cryptocurrency-related scam, and hasn’t refunded the money she lost. What happened The background of this complaint is already known to both parties, so I... (5 pages)View decision -
Decision Reference DRN-4975408
29 Mar 2025 Close Brothers Limited Not upheldConsumer CreditDRN-4975408 The complaint Mr T complains about the quality of the vehicle supplied to him by Close Brothers Limited (“Close Brothers”). What happened Mr T entered into a conditional sale agreement with Close Brothers in August 2023 to acquire a used car. The car was around 12 years old ... (4 pages)View decision -
Decision Reference DRN-5388933
29 Mar 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5388933 The complaint Miss L complains that Ageas Insurance Limited (“Ageas”) unfairly declined her claim following an accident involving her vehicle. Any reference to Ageas in this decision includes its appointed agents and representatives. What happened In June 2024, Miss L drove ... (4 pages)View decision
