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 363925 results
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Decision Reference DRN-5336714
14 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5336714 The complaint Mrs R and Mr R complain about the settlement that Admiral Insurance (Gibraltar) Limited offered them for the total loss of their car following a claim made on their motor insurance policy. Mr R is a named driver on Mrs R’s policy and represents her in this matt... (2 pages)View decision -
Decision Reference DRN-5018503
14 Mar 2025 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5018503 The complaint Mr B complains that Scottish Widows Limited (Scottish Widows) shared information he’d provided in connection with his pension with another business, (which I will call ‘X’). What happened Mr B had a bank account with X as well as a Scottish Widows pension. In ... (5 pages)View decision -
Decision Reference DRN-5255843
14 Mar 2025 East Lancashire Moneyline (IPS) Limited UpheldConsumer CreditDRN-5255843 The complaint Mr G complains that East Lancashire Moneyline (IPS) Limited trading as Moneyline, lent to him irresponsibly - he could not afford to repay the loans as he already had a lot of debt. What happened Mr G took five loans between August 2022 and July 2024. Here is ... (4 pages)View decision -
Decision Reference DRN-5391247
14 Mar 2025 REAL MONEY SERVICES LIMITED UpheldBanking and PaymentsDRN-5391247 The complaint C complain Real Money Services Limited (“RMS”) failed to act on their payment instructions and have withheld their funds. To put things right, C wants their funds returned with interest for being unfairly deprived of access to them, and compensation for the inc... (8 pages)View decision -
Decision Reference DRN-5016207
14 Mar 2025 Phoenix Life Limited Not upheldInsuranceDRN-5016207 The complaint Mr C complains about two whole-of-life over 50 plans bought through Phoenix Life Limited (trading as SunLife) between 2005 and 2007. Mr C is unhappy he will be paying more in premiums than the amount that will be paid out upon death. What happened In September ... (2 pages)View decision -
Decision Reference DRN-5355601
14 Mar 2025 Salary Finance Loans Limited UpheldConsumer CreditDRN-5355601 The complaint Miss W complains that Salary Finance Loans Limited failed to collect her final payment under a loan in November 2021 but failed to contact her about this for three years. Miss W feels that due to the length of time that has elapsed the balance should be writte... (2 pages)View decision -
Decision Reference DRN-4997899
14 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4997899 Complaint Miss L is unhappy that Monzo Bank Ltd didn’t reimburse her after she told it she’d fallen victim to a scam. Background The background to this case is well known to the parties, so I don’t intend to set it out in full. The following is a summary of the key facts. In... (3 pages)View decision -
Decision Reference DRN-5316695
14 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5316695 The complaint Mr C complains Monzo Bank Ltd suspended his debit card but refused to acknowledge it had. He also complains about the poor customer service he had when trying to resolve this issue and that Monzo didn’t pay the £50 compensation it offered him. What happened Mr ... (2 pages)View decision -
Decision Reference DRN-5337274
14 Mar 2025 The Prudential Assurance Company Limited UpheldInvestmentsDRN-5337274 The complaint Mrs A and Miss A complain about the sale of a with-profits savings plan by The Prudential Assurance Company Limited in 1996. What happened In 1996 Mrs A received advice from a Prudential adviser about her objective to save for the future for her three children.... (4 pages)View decision -
Decision Reference DRN-3972516
14 Mar 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-3972516 The complaint Mr H complains that Westerby Trustee Services Limited (‘Westerby’) failed to carry out sufficient due diligence before accepting his applications to transfer to a Self-Invested Personal Pension (‘SIPP’) to invest in Dolphin, causing him a financial loss. Mr H s... (34 pages)View decision
