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 364862 results
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Decision Reference DRN-4765268
3 May 2024 Scottish Widows Limited UpheldMortgagesDRN-4765268 The complaint Ms C complains about the offset mortgage she holds with Scottish Widows Limited (“SW”). She said SW got her address wrong, so she didn’t get any warning before a large payment was taken. She also thought the way her offset works is unfair, and not properly explain... (8 pages)View decision -
Decision Reference DRN-4554355
3 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4554355 The complaint Mr L complains that Monzo Bank Ltd did not refund a series of payment he lost to a scam. What happened Mr L met an individual I’ll call ‘X’ through an online dating site. After some time, X introduced Mr L to investing in cryptocurrency and encouraged him to inves... (3 pages)View decision -
Decision Reference DRN-4728547
3 May 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4728547 The complaint Mr D complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In mid-2012, Mr D says he was approached,... (43 pages)View decision -
Decision Reference DRN-4343722
3 May 2024 Hammond Raggett & Company Limited Not upheldInvestmentsDRN-4343722 The complaint Mr and Mrs S have complained about the investment advice they received from Hammond Raggett & Company Limited (‘HR’). They say the investments were too high risk for them and they are not happy with HR’s response to their complaint. They would like an apology ... (6 pages)View decision -
Decision Reference DRN-4759671
3 May 2024 Nationwide Building Society UpheldMortgagesDRN-4759671 The complaint Mr A complains about the value that Nationwide Building Society has assigned to his property, which is mortgaged with Nationwide. And he complains about what happened when he recently appealed against this valuation. What happened Mr A said Nationwide had down val... (5 pages)View decision -
Decision Reference DRN-4730561
3 May 2024 AXA Health Limited Not upheldInsuranceDRN-4730561 The complaint Mr M complains that AXA Health Limited (AXA) has unfairly refused to meet a claim he made under his health policy. What happened Mr M had several medical symptoms, including a problem with his gums. His GP recommended he see a specialist for genetic testing to exp... (2 pages)View decision -
Decision Reference DRN-4766828
3 May 2024 QIC Europe Ltd Not upheldInsuranceDRN-4766828 The complaint Mr F complains about the quality of repairs carried out by QIC Europe Ltd (“QIC”) following a claim on his car insurance policy. What happened Mr F‘s car was damaged by an unidentified third-party in June 2022 and he made a claim from QIC. His car is a rare, older... (3 pages)View decision -
Decision Reference DRN-4329792
3 May 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4329792 The complaint Mr B complains Revolut Ltd (Revolut) won’t refund the money he lost to a scam. What happened In 2023, Mr B saw a social media advert for a trading platform and decided to invest. He sent funds from his Revolut account to three individuals, on the understanding thi... (3 pages)View decision -
Decision Reference DRN-4703383
3 May 2024 Aviva Insurance Limited UpheldInsuranceDRN-4703383 The complaint Mr M complains that Aviva Insurance Limited (Aviva) caused a delay, and failed to fully repair a broken window when he claimed under his home buildings insurance policy. What happened Mr M says the outer pane of a window at the front of his house was broken. He sa... (3 pages)View decision -
Decision Reference DRN-4695365
3 May 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4695365 The complaint Miss R has complained that her application for a further advance with Bank of Scotland plc trading as Halifax (“Halifax”) was declined, despite being told when she took the mortgage out that she would be able to secure additional funds once she had made payments f... (3 pages)View decision
