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 401363 results
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Decision Reference DRN-5824564
18 Sep 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5824564 The complaint Mr G complains that the actions of Scottish Equitable Plc trading as Aegon (“Aegon”) meant that a transfer of his pension savings to another provider was unreasonably delayed. What happened Mr G has been assisted in the completion of this transfer, and in makin... (5 pages)View decision -
Decision Reference DRN-5599677
18 Sep 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5599677 The complaint Mr M and Mrs P complain AmTrust Specialty Limited has unfairly declined a claim they made on their building warranty. Mr M has been the main correspondent for this claim and complaint, as such, I’ve only referred to him in this decision. What happened Mr M bo... (4 pages)View decision -
Decision Reference DRN-5648444
18 Sep 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5648444 The complaint Mr E has complained to Inter Partner SA (IPA) that a roadside recovery agent caused additional damage to his car. Mr E sought assistance under a roadside policy he shares jointly with Mrs E. All reference to the insurer IPA in my decision include its agents. Wh... (3 pages)View decision -
Decision Reference DRN-5821284
18 Sep 2025 Freetrade Limited Not upheldInvestmentsDRN-5821284 The complaint Mrs L complains that Freetrade Limited have not paid her the full proceeds from the sale of her shares. What happened Mrs L used Freetrade’s application for trading. On 23 October 2024 it displayed a price of £3.10 per share for IAG so she instructed a sell or... (3 pages)View decision -
Decision Reference DRN-5826051
18 Sep 2025 Zurich Insurance PLC UpheldInsuranceDRN-5826051 The complaint Miss H complains Zurich Insurance Plc (“Zurich”) insist on settling her home insurance claim by cash settlement, which she says is not adequate. She also complains Zurich has stopped paying for her alterative accommodation costs. What happened Miss H is a leas... (4 pages)View decision -
Decision Reference DRN-5712963
18 Sep 2025 Aon UK Limited UpheldInsuranceDRN-5712963 The complaint Mr and Mrs M complain that their broker Aon UK Limited delayed a claim they made on their commercial property insurance. The also complain about Aon UK Limited’s role in their claim being settled proportionately. Reference to Aon includes its agents. Mr and Mrs... (3 pages)View decision -
Decision Reference DRN-5497246
18 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5497246 The complaint Ms F complains that Santander UK Plc won’t reimburse her after she sent money to a scam. What happened Ms F has explained that she was looking to purchase a specific bike online, and found a business that appeared to be based internationally that sold the bike ... (3 pages)View decision -
Decision Reference DRN-5825936
18 Sep 2025 First Complete Limited UpheldMortgagesDRN-5825936 The complaint Mr and Mrs H complain about poor mortgage advice from an appointed representative of First Complete Limited trading as PRIMIS Mortgage Network. They say it misled them about the amount of the early repayment charge (ERC) they’d pay if they repaid their mortgage... (6 pages)View decision -
Decision Reference DRN-5716869
18 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5716869 The complaint Mr M complains that Monzo Bank Ltd didn’t do enough to help him when he told it about a dispute he had with a merchant over services paid for using his Monzo credit card. What happened On 13 April 2025 Mr M bought two tickets for a football match from an online... (3 pages)View decision -
Decision Reference DRN-5246141
18 Sep 2025 IG Index Limited Not upheldInvestmentsDRN-5246141 The complaint Mr W has complained that IG Index Limited (‘IG’) didn’t carry out appropriate due diligence in allowing him to open and trade on his spread betting account. Mr W incurred losses of over £700,000 and wants this returned to him along with interest and compensatio... (4 pages)View decision