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 369227 results
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Decision Reference DRN-5567240
27 Jun 2025 Wakam Not upheldInsuranceDRN-5567240 The complaint Mrs P complained that Wakam unfairly declined her claim for the loss of a bracelet, under her home contents insurance policy. Mrs P is represented by Mr A. I’ll refer to Mrs P in my decision for ease. What happened Mrs P lost a bracelet. She contacted Wakam to ... (2 pages)View decision -
Decision Reference DRN-5598267
27 Jun 2025 HDI Global Specialty SE UpheldInsuranceDRN-5598267 The complaint Miss W complains that HDI Global Speciality SE (HDI) unfairly declined a claim under her pet insurance policy. Where I refer to HDI this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed backg... (4 pages)View decision -
Decision Reference DRN-5401670
27 Jun 2025 Phoenix Life Limited Not upheldInsuranceDRN-5401670 The complaint Mrs T’s complained about the delays she experienced when trying to cash in the whole of life policy she held with Phoenix Life Limited. Mrs T has been represented in the complaint by a financial adviser. References in my decision to comments and submissions by... (3 pages)View decision -
Decision Reference DRN-5246888
27 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5246888 The complaint Mr B complains that Lloyds Bank Plc has declined to reimburse payments that he says were unauthorised. What happened While Mr B has a representative in bringing this complaint – for simplicity I’ll refer to Mr B in relation to comments made by him and on his be... (2 pages)View decision -
Decision Reference DRN-5205000
27 Jun 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5205000 The complaint Mr P is unhappy Zurich Assurance Ltd declined his claim. What happened Mr P has a group income protection policy through his employer. The policy is underwritten by Zurich. In June 2021 Mr P was diagnosed with Familia Alzheimer’s Disease. He continued working,... (3 pages)View decision -
Decision Reference DRN-5441880
27 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5441880 The complaint Mr D complains that Monzo Bank Ltd (Monzo) didn’t stop him from being charged £1,293.93 for a transaction that he says he didn’t authorise What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. Mr D d... (5 pages)View decision -
Decision Reference DRN-5502435
27 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5502435 The complaint Mrs C complains NewDay Ltd (NewDay) failed to conduct proportionate checks prior to approving her for credit. Mrs C is represented in this complaint by a claims management company but, for ease, I’ll refer to Mrs C directly throughout my decision. What happened... (7 pages)View decision -
Decision Reference DRN-5262531
27 Jun 2025 Vanguard Asset Management, Ltd Not upheldPensions and AnnuitiesDRN-5262531 The complaint Mr S is unhappy that Vanguard Asset Management, Ltd (Vanguard) has not provided him with enough information about the charges on his self-invested personal pension (SIPP) for him to be confident that these charges are correct. He would like Vanguard to provide ... (3 pages)View decision -
Decision Reference DRN-5520709
27 Jun 2025 Barclays Bank Plc Not upheldPensions and AnnuitiesDRN-5520709 The complaint Mr M complains that Barclays Bank Plc sent him an inappropriate warning e-mail saying that his trading activity looked like it could be Market Timing or Short-Term Dealing. Mr M says he found the message too strong, and he didn’t understand the terms used. Mr M... (4 pages)View decision -
Decision Reference DRN-5502715
27 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5502715 The complaint E, a limited company, complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (AmEx) is incorrectly reporting the date its charge card account was defaulted to credit reference agencies. Reference to both parties includes their representatives. What happened E... (3 pages)View decision
