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 367300 results
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Decision Reference DRN-5490624
7 May 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5490624 The complaint Mr D complains about the service he received from TSB Bank plc when transferring his ISA to it. In particular, Mr D was unhappy that a mistake in his name resulted in his ISA transfer being rejected causing delays and inconvenience with him having to return to ... (3 pages)View decision -
Decision Reference DRN-5448967
7 May 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5448967 The complaint Mrs P complains that ReAssure Limited failed to action her income drawdown request in the correct tax year. Mrs P says that because of ReAssure’s delays, she’s not been able to make full use of her personal allowance for the tax year. What happened On 29 Febru... (4 pages)View decision -
Decision Reference DRN-4783751
7 May 2025 Chetwood Financial Limited UpheldConsumer CreditDRN-4783751 The complaint Ms F complains that Chetwood Financial Limited trading as BetterBorrow is holding her liable for a loan she says was taken out fraudulently in her name. Ms F is being represented in this complaint. For ease, my reference to Ms F includes submissions made by he... (4 pages)View decision -
Decision Reference DRN-5500041
7 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5500041 The complaint Mrs W on behalf of company ‘W’ and its directors complains that Lloyds Bank PLC (“Lloyds”) failed to restrict W’s accounts when notified about a dispute between the directors and didn’t update the account mandate or provide access to W’s account when requested.... (4 pages)View decision -
Decision Reference DRN-5195613
7 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5195613 The complaint Ms R complains about a decision taken by Monzo Bank Ltd (“Monzo”) to not raise a chargeback on her behalf. What happened On 11 June 2024, Ms R purchased a gift card using her Monzo current account debit card. She spent the gift card at a retailer, who I’ll ref... (3 pages)View decision -
Decision Reference DRN-5517341
7 May 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5517341 The complaint Mr K complains about Royal & Sun Alliance Insurance Limited (“RSA”)’s handling of his buildings insurance claim. All references to RSA also include its appointed agents. What happened Below is intended to be a summary of the events that form this complaint ... (4 pages)View decision -
Decision Reference DRN-5466967
7 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5466967 The complaint Mr C complains Nationwide Building Society erroneously made two payments from his account and handled the matter poorly. What happened A summary of what happened is below. Mr C holds an account with Nationwide. He used the account primarily to make child mainte... (2 pages)View decision -
Decision Reference DRN-5515906
7 May 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5515906 The complaint Mr and Mrs S complained that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined their claim for storm damage when tiles were blown off their roof causing further damage to the roof and internally through rainwater leaking in. RSA were providin... (3 pages)View decision -
Decision Reference DRN-5513025
7 May 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5513025 The complaint Mr F has complained about AXA Insurance UK Plc’s decision to reject a claim he made for storm damage under a home insurance policy he shares jointly with Mrs H. As Mr F is the lead contact for the complaint, I will refer to him in my decision on behalf of Mr an... (3 pages)View decision -
Decision Reference DRN-5506068
7 May 2025 Equiniti Financial Services Limited Not upheldInvestmentsDRN-5506068 The complaint The estate of R complains that Equiniti Financial Services Limited (‘EFSL’) failed to enact an instruction to transfer shares. What happened Mr R, representing the late Mrs R’s estate in the course of being the estate’s appointed administrator, says Mrs R tran... (5 pages)View decision
