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 360982 results
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Decision Reference DRN-4796463
14 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4796463 The complaint Ms B complains Monzo Bank Ltd didn’t do enough to protect her when she fell victim to an investment scam. What happened Ms B has a current account with Monzo and has been a customer for over three years. Ms B says she saw a friend’s post on a well-known social med... (2 pages)View decision -
Decision Reference DRN-4541133
14 May 2024 Ascent Performance Group Limited UpheldMortgagesDRN-4541133 The complaint Mr H complains that Ascent Performance Group Limited (trading as Ascent Legal) continued with possession action after he agreed a payment plan with his mortgage lender. Mr H says he was diagnosed with an anxiety disorder and suffered health and psychological deter... (3 pages)View decision -
Decision Reference DRN-4794740
14 May 2024 Nelson Insurance Company Ltd UpheldInsuranceDRN-4794740 The complaint Mr M complains that Nelson Insurance Company Limited mishandled his claim on a commercial vehicle insurance policy. What happened The subject matter of the claim and the complaint is a multi-purpose vehicle made by a premium-brand car maker and first registered in... (4 pages)View decision -
Decision Reference DRN-4796590
14 May 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4796590 The complaint Mr and Mrs L complain that Accredited Insurance (Europe) Ltd (Accredited) declined their claim following a burglary, under their home buildings and contents insurance policy. What happened Mr and Mrs L’s home was burgled. Their front door was damaged, and cash and... (3 pages)View decision -
Decision Reference DRN-4720046
14 May 2024 U K Insurance Limited Not upheldInsuranceDRN-4720046 The complaint Ms M and Mr S are unhappy with how U K Insurance Limited (UKI) handled their contents insurance claim. They are unhappy with the delays UKI caused in finding alternative accommodation, its poor customer service and the trauma caused to them and their family. Any r... (4 pages)View decision -
Decision Reference DRN-4771814
14 May 2024 U K Insurance Limited Not upheldInsuranceDRN-4771814 The complaint Ms T and Mr W have complained that UK Insurance Limited (UKI) declined a claim they made on their annual travel insurance policy linked to a bank account. As it is Mr W leading on the complaint, I will mostly just be referring to him in this decision. What happene... (3 pages)View decision -
Decision Reference DRN-4793416
14 May 2024 Trading 212 UK Limited UpheldInvestmentsDRN-4793416 The complaint Mr H complains that Trading 212 UK Limited trading as Trading 212 sold shares in his Individual Savings Account (‘ISA’) that were no longer eligible to be held in an ISA. Mr H says this caused him a monetary loss. What happened Mr H held shares in a business I wil... (4 pages)View decision -
Decision Reference DRN-4723911
14 May 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-4723911 The complaint Mr L complains about the fall in the transfer values of his three Self Employed Retirement Plans (SERPs), held with Phoenix Life Limited (Phoenix). He also complains that Phoenix didn’t notify him that the plans’ transfer values would fall. What happened Mr L had ... (6 pages)View decision -
Decision Reference DRN-4776409
14 May 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4776409 The complaint Mrs M complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit on several occasions. Mrs M also complains that after she raised the irresponsible lending complaint NewDay closed ... (3 pages)View decision -
Decision Reference DRN-4794134
14 May 2024 Landmark Mortgages Limited UpheldMortgagesDRN-4794134 The complaint Mr B and Mr K complain about how Landmark Mortgages Limited responded to Mr B’s request to change their mortgage to interest-only. What happened Whilst this complaint is brought by both Mr B and Mr K, as the mortgage is in both their names, our dealings have mainl... (5 pages)View decision
