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-5082215
19 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5082215 The complaint Mr A complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an advance fee 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 ... (5 pages)View decision -
Decision Reference DRN-5175666
19 Jan 2025 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5175666 The complaint Mr G complains about how Fortegra Europe Insurance Company Ltd dealt with and settled his claim he made for damage to his furniture. What happened In 2020, Mr G purchased reclining sofas from a company, which I’ll refer to here as “D”. At the time of Mr G’s pu... (4 pages)View decision -
Decision Reference DRN-5102926
18 Jan 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5102926 The complaint Miss A complains that AXA Insurance UK Plc (“AXA”) unfairly declined a claim for fire damage to her contents. What happened Miss A holds a landlord’s insurance policy with AXA. In June 2023, there was a fire in the garage at the property. The garage structure i... (3 pages)View decision -
Decision Reference DRN-5226506
18 Jan 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5226506 The complaint Ms O complains that PayPal UK Ltd registered a default on her account. What happened Ms O says PayPal called her on 14 May 2024 to say she had missed a payment. Ms O says she believed there was a direct debit in place but was told that wasn’t the case and she’... (3 pages)View decision -
Decision Reference DRN-5223689
18 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5223689 The complaint Mr G complains that Aviva Insurance Limited declined his claim on a cycle insurance policy. What happened The subject matter of the claim and the complaint is a mountain bike made by a bike manufacturer. In late August 2023, Mr G bought the bike from a retaile... (3 pages)View decision -
Decision Reference DRN-5199322
18 Jan 2025 Cofunds Limited Not upheldInvestmentsDRN-5199322 The complaint Ms M complains about how Cofunds Limited trading as Aegon (“Aegon”) handled her transfer-out request and the service Aegon provided both before and afterwards, which she says caused delay and financial loss. What happened Our investigator’s 12 July 2024 assessm... (5 pages)View decision -
Decision Reference DRN-5270988
17 Jan 2025 The Prudential Assurance Company Limited UpheldInvestmentsDRN-5270988 The complaint Mr B complains that The Prudential Assurance Company Limited (‘Prudential’) failed to pay him the maturity value it originally promised him on 28 November 2023 for his endowment savings policy. Instead it has paid a maturity value which was over £17,000 lower. ... (4 pages)View decision -
Decision Reference DRN-4837371
17 Jan 2025 AJ Bell Securities Limited Not upheldInvestmentsDRN-4837371 The complaint Mr J complains that AJ Bell Securities Limited (‘AJ Bell’) has behaved unfairly in respect of his share dealing account. He believes that AJ Bell failed to provide any financial advice when he undertook share purchases. He also says that these purchases and the... (3 pages)View decision -
Decision Reference DRN-5270925
17 Jan 2025 One Insurance Limited UpheldInsuranceDRN-5270925 The complaint Mr T complains that One Insurance Limited (“One”) mishandled a claim on a commercial vehicle insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a double-cab pick-up vehicle, made by a well-known vehicle maker an... (5 pages)View decision -
Decision Reference DRN-5198470
17 Jan 2025 Sesame Limited Not upheldInsuranceDRN-5198470 The complaint Mrs A and Mr H have complained that Sesame Limited mis-sold them a joint life insurance policy in 2008. What happened The background to this complaint is well known to both parties, so I won’t repeat it again here. In summary Mrs A and Mr H purchased a term ass... (2 pages)View decision
