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-5175616
27 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5175616 Complaint Mrs B is unhappy that Wise Payments Ltd didn’t agree to refund her after she fell victim to a scam. Background In late-2023, Mrs B was contacted in connection with a job opportunity. The role was flexible in terms of the hours expected and could be completed remote... (3 pages)View decision -
Decision Reference DRN-5539079
27 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5539079 The complaint Miss L complained that U K Insurance Limited (“UKI”) treated her unfairly in the options it provided for replacing her damaged carpet, under her home contents insurance policy. What happened Miss L’s carpet was damaged due to an escape of water in her home. She... (3 pages)View decision -
Decision Reference DRN-5175613
27 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5175613 Complaint Mrs B is unhappy that Starling Bank Limited didn’t agree to refund her after she fell victim to a scam. Background In late-2023, Mrs B was contacted in connection with a job opportunity. The role was flexible in terms of the hours expected and could be completed r... (3 pages)View decision -
Decision Reference DRN-5204450
27 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5204450 Complaint Mrs B is unhappy that Bank of Scotland plc trading as Halifax didn’t agree to refund her after she fell victim to a scam. Background In late-2023, Mrs B was contacted in connection with a job opportunity. The role was flexible in terms of the hours expected and co... (3 pages)View decision -
Decision Reference DRN-5204454
27 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5204454 Complaint Mrs B is unhappy that Monzo Bank Ltd didn’t agree to refund her after she fell victim to a scam. Background In late-2023, Mrs B was contacted in connection with a job opportunity. The role was flexible in terms of the hours expected and could be completed remotely... (3 pages)View decision -
Decision Reference DRN-5606961
27 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5606961 The complaint Ms C complains Santander UK Plc did not credit her account with the correct amount following a cash deposit at an Automated Teller Machine (“ATM”). What happened On 18 January 2025, Ms C says she attempted to pay £1,320 cash into her account at an ATM in branc... (2 pages)View decision -
Decision Reference DRN-5402846
27 Jun 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5402846 The complaint Mr H complains that Aviva Life and Pensions UK Limited (“Aviva”) caused delays in setting up his annuity and did not allow him to exercise his 30 day cooling off period when he set up his annuity. He says that he now has a plan that does not meet his requiremen... (5 pages)View decision -
Decision Reference DRN-5605162
27 Jun 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5605162 The complaint Mrs A complains that AXA Insurance UK Plc won’t reimburse her for costs she paid to a third party following a claim on her motor insurance policy. What happened Mrs A holds a motor insurance policy with AXA. When she drove her car into a family member’s wall, s... (3 pages)View decision -
Decision Reference DRN-5460367
27 Jun 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5460367 The complaint Miss F has complained that she was mis-sold her pet policies for her two cats underwritten and sold by Allianz Insurance Plc. She complained the required double loyalty points to a supermarket loyalty scheme which I shall call N weren’t added to her loyalty acc... (3 pages)View decision -
Decision Reference DRN-5654234
27 Jun 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5654234 The complaint Mr M has a self-invested personal pension (SIPP) with London & Colonial Services Limited (“L&C”) now Pathlines Pensions UK Limited. Mr M says L&C mismanaged his SIPP and as a result it allowed investments to be made that were not appropriate invest... (33 pages)View decision
