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 366874 results
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Decision Reference DRN-5510429
25 Apr 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5510429 The complaint Mr M complains that Cabot Credit Management Group Limited trading as Cabot Financial (Europe) Limited (Cabot) have harassed and intimidated him over a debt that he doesn’t recognise. What happened I set out the background to this complaint and my initial findin... (5 pages)View decision -
Decision Reference DRN-5328230
25 Apr 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5328230 The complaint Mr and Mrs P’s complaint is about the handling of a claim under the legal expenses insurance section of her home insurance with Aviva Insurance Limited. The complaint relates to a claim made by Mrs P, so I will refer to her throughout. Aviva is the underwriter ... (9 pages)View decision -
Decision Reference DRN-5501019
25 Apr 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5501019 The complaint Ms W’s complained that Legal and General Assurance Society Limited (“L&G”) unfairly delayed settlement of her critical illness claim. What happened In autumn 2022, Ms W bought a life and critical illness policy from L&G. The policy provided increasing ... (2 pages)View decision -
Decision Reference DRN-5480827
25 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5480827 The complaint Miss M is unhappy with the service she received from National Westminster Bank Public Limited Company (NatWest) when she attempted to deposit £6,000 cash in branch, into her current account. What happened Miss M went into a NatWest branch, late on a Friday afte... (3 pages)View decision -
Decision Reference DRN-5466320
25 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5466320 The complaint Mr F is unhappy that Bank of Scotland plc, trading as Halifax, reduced the credit limit on his account and won’t explain exactly why they made the decision to do so. What happened Mr F has a credit account with Halifax. In February 2024, Halifax made the decisi... (2 pages)View decision -
Decision Reference DRN-5102303
25 Apr 2025 Adanac Financial Services Ltd UpheldPensions and AnnuitiesDRN-5102303 The complaint Mrs P complains that Adanac Financial Services Ltd led her to believe that she could expect higher returns than she has actually achieved. She is unhappy that fund switches weren’t considered, and with the fees Adanac quoted to move her pension. She says that f... (6 pages)View decision -
Decision Reference DRN-4155699
25 Apr 2025 Novia Financial Plc UpheldPensions and AnnuitiesDRN-4155699 The complaint Mr P complains that Novia Financial Plc (“Novia”) was negligent when it allowed him to transfer his existing pension to a Self-Invested Personal Pension (“SIPP”) and invest in a number of non-standard investments. Mr P was being represe... (14 pages)View decision -
Decision Reference DRN-5138671
25 Apr 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5138671 The complaint Mr H complains Wise Payments Limited didn’t do enough to help get a refund for a transaction made on his debit card. What happened In December 2024, Mr H paid for surveillance services via his Wise debit card. A few days later, Mr H says he became aware he was... (4 pages)View decision -
Decision Reference DRN-5256544
25 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5256544 The complaint Mr K says Monzo Bank Ltd (“Monzo”) refuses to refund him for payments on his account he says he didn’t agree to. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail. In short, Mr K says he made payments to ... (3 pages)View decision -
Decision Reference DRN-5504422
25 Apr 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5504422 The complaint Mrs J and Mr J complain Royal & Sun Alliance Limited (RSA) declined to pay for a structural engineer report as part of the claim they made under their building insurance policy. As Mr J has been leading in this complaint, and for ease, I’ve referred to him ... (3 pages)View decision
