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-5344021
27 Mar 2025 Allianz Insurance Plc UpheldInsuranceDRN-5344021 The complaint Ms H complains about Allianz Insurance Plc’s handling of her property insurance claim for subsidence-related damage. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here, concentrating on the k... (6 pages)View decision -
Decision Reference DRN-5359520
27 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5359520 The complaint Mrs K complains that NewDay Ltd lent irresponsibly when it approved two credit card applications she made and increased the credit limits. What happened Mrs K applied for a Marbles credit card with NewDay in April 2021. In her application Mrs K said she was em... (4 pages)View decision -
Decision Reference DRN-5284023
27 Mar 2025 China Taiping Insurance (UK) Co Ltd UpheldInsuranceDRN-5284023 The complaint Mrs D, on behalf of her mother (Mrs D senior) and her late father, complains that China Taiping Insurance (UK) Co Ltd has unfairly handled a claim made on their buildings insurance policy. Mrs D, who I’ll refer to throughout this complaint is the representative... (6 pages)View decision -
Decision Reference DRN-5395929
27 Mar 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5395929 The complaint Miss P complains Starling Bank Limited refuses to refund her for transactions on her account she says she didn’t authorise. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, trans... (2 pages)View decision -
Decision Reference DRN-5287933
27 Mar 2025 EGR WEALTH LIMITED UpheldInvestmentsDRN-5287933 The complaint Mr K complains EGR WEALTH LIMITED (‘EGR’) misled him to invest in a bond which failed to mature causing him financial loss. What happened In October 2019, Mr K invested £20,000 in the Access Commercial Investors 4 bond (‘the bond’) arranged by EGR, which he wa... (11 pages)View decision -
Decision Reference DRN-5427475
27 Mar 2025 Fogwill & Jones Asset Management Ltd Not upheldInvestmentsDRN-5427475 The complaint Ms U was an inexperienced first-time investor in 2020 when she began meetings with Fogwill & Jones Asset Management Ltd (‘Fogwill’) to consider investment of an inheritance (of around £155,000). She became Fogwill’s client in February 2021 and was onboarded... (8 pages)View decision -
Decision Reference DRN-5418323
27 Mar 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5418323 The complaint Mr F has complained about the actions of The Prudential Assurance Company Limited when it transferred his personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) in November 2015. The QROPS was used to invest in various assets, including dir... (15 pages)View decision -
Decision Reference DRN-4766816
27 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4766816 The complaint Mr G complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr G is being represented by a third party. To keep things simple, I will refer to Mr G throughout my decision. What happened The background of this ... (4 pages)View decision -
Decision Reference DRN-5418845
27 Mar 2025 Wakam UpheldInsuranceDRN-5418845 The complaint Ms A complains that Wakam has unfairly declined claims made on her pet insurance policy. Any reference to Wakam includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties. And as the Investigator has exp... (3 pages)View decision -
Decision Reference DRN-5304384
27 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5304384 The complaint Mr O has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In April 2023 Monzo closed the account Mr O held with them. They’d received a fraud report from another bank about a credit of £42... (3 pages)View decision
