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 367300 results
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Decision Reference DRN-4662416
3 Apr 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4662416 The complaint Mr L expected Aviva Life & Pensions UK Limited (Aviva) to transfer £310,170.33 to his new pension provider. But the actual amount transferred was only £309,270.54. What happened Mr L had a pension plan with Aviva. On 25 August 2023 Aviva received a request fro... (3 pages)View decision -
Decision Reference DRN-4684493
3 Apr 2024 Wombat Invest Ltd Not upheldInvestmentsDRN-4684493 The complaint Mr D complains that Wombat Invest Ltd closed his investment account and confiscated the referral rewards he’d accumulated. What happened In late 2022, Wombat emailed Mr D to tell him that it had decided to close his investment account as he was in breach of the te... (2 pages)View decision -
Decision Reference DRN-4476131
3 Apr 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4476131 The complaint Mrs L complains that AXA Insurance UK Plc declined a claim she made on her home insurance policy for subsidence. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: Mrs L has had home insurance through an indepe... (3 pages)View decision -
Decision Reference DRN-4428644
3 Apr 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4428644 The complaint Ms B complains that Revolut Ltd (“Revolut”) won’t refund over £9,000 she lost to an employment scam. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on giving the reasons for my decision.... (2 pages)View decision -
Decision Reference DRN-4458746
3 Apr 2024 Santander UK Plc Not upheldMortgagesDRN-4458746 The complaint Ms C’s complaint is about a mortgage she used to hold with Alliance & Leicester (A&L), which was later taken over by Santander UK PLC. Ms C paid off her mortgage in 2003 but it wasn’t until 2023 that she discovered that the standard security had not been d... (3 pages)View decision -
Decision Reference DRN-4650896
3 Apr 2024 Admiral Insurance Company Limited UpheldInsuranceDRN-4650896 The complaint Mr H complains that Admiral Insurance Company Limited failed to repair all the damage to his vehicle following a claim on his motor insurance policy. Whilst Mr H is represented by a family member, for ease of reading, I’ll refer to all submissions having been made... (3 pages)View decision -
Decision Reference DRN-4713099
3 Apr 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4713099 The complaint Mr P has complained about the way Haven Insurance Company Limited has dealt with his claim under his Private Car Insurance policy. What happened Mr P’s car was damaged in an incident at the beginning of May 2023. He made a claim under his policy and Haven arranged... (6 pages)View decision -
Decision Reference DRN-4690878
3 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4690878 Complaint Miss S has complained that Monzo Bank Ltd (“Monzo”) irresponsibly provided her with an overdraft which it continued applying charges on even when she was in financial difficulty. Background Miss S was provided an overdraft with an initial limit of £500 by Monzo in Aug... (4 pages)View decision -
Decision Reference DRN-4608450
3 Apr 2024 Close Brothers Limited Not upheldConsumer CreditDRN-4608450 The complaint Mr H complains about the quality of a car he has been financing through an agreement with Close Brothers Limited (Close Brothers). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on... (2 pages)View decision -
Decision Reference DRN-4615315
3 Apr 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-4615315 The complaint Mrs W complained about poor performance, management and charges applied by Scottish Widows Limited (SW) to her pension What happened Mrs W said she noticed the value of her pension had fallen so called SW to check it and to ask for her options for retirement. Her ... (4 pages)View decision
