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 369228 results
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Decision Reference DRN-5568952
27 Jun 2025 Great Lakes Insurance SE UpheldInsuranceDRN-5568952 The complaint W, a limited company, complains Great Lakes Insurance SE turned down a claim it made on its business protection insurance policy. What happened In May 2022 a member of the public fell down a step while at an event at W’s premises. In January 2023 W received a l... (3 pages)View decision -
Decision Reference DRN-5260811
27 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5260811 The complaint Miss V complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by a job scam. Miss V has been represented by a claims management company throughout her complaint. I have referred to them as Miss V’s representatives. What h... (5 pages)View decision -
Decision Reference DRN-5494761
27 Jun 2025 U K Insurance Limited UpheldInsuranceDRN-5494761 The complaint Mr W complains about U K Insurance Limited trading as NIG’s settlement of a claim made under his farm insurance policy after a storm caused damage to his home and farm buildings. What happened The background to this complaint is well known to both parties, so I... (5 pages)View decision -
Decision Reference DRN-5603687
27 Jun 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5603687 The complaint Mr R’s complaint is about the settlement provided for a claim made under his home insurance policy with Royal & Sun Alliance Insurance Limited (“RSA”). Mr R is represented in this complaint but I will refer to Mr R throughout for ease. What happened In Nove... (3 pages)View decision -
Decision Reference DRN-5502031
27 Jun 2025 One Insurance Limited Not upheldInsuranceDRN-5502031 The complaint Mrs B is unhappy with what One Insurance Limited did when she sought assistance from her legal expenses insurance policy. What happened In March 2024 Mrs B took out home insurance and added legal expenses cover to that. She says she contacted One on 17 July see... (2 pages)View decision -
Decision Reference DRN-5228662
27 Jun 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5228662 The complaint Mr T complains that Volkswagen Financial Services (UK) Limited trading as Volkswagen Financial Services (VWFS) recorded a different customer’s information on his credit file in relation to a hire purchase agreement. Any reference to Mr T and VWFS includes thei... (5 pages)View decision -
Decision Reference DRN-5650605
27 Jun 2025 IFG Pensions Limited UpheldPensions and AnnuitiesDRN-5650605 The complaint Mr B complains about investments made on a platform in a Self-Invested Personal Pension (SIPP) operated by IFG Pensions Limited (“IFG”). He says there was a lack of disclosure and transparency in relation to commission/fees/charges payable from the arrangements... (23 pages)View decision -
Decision Reference DRN-5336255
27 Jun 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5336255 The complaint Mr M complains that Aviva Life & Pensions UK Limited (Aviva) allocated contributions to the wrong investment fund in his Stakeholder Pension Plan (the plan), potentially causing losses and he was subsequently unable to make further contributions via the Avi... (3 pages)View decision -
Decision Reference DRN-5292866
27 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5292866 The complaint Ms M complains that HSBC UK Bank Plc (HSBC”) failed to refund money that Ms M lost as part of a scam. What happened Ms M was contacted by a person who said that Ms M could earn money by working for a company that I will call B. Ms M was told that she needed to ... (3 pages)View decision -
Decision Reference DRN-5260998
27 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5260998 The complaint Ms M complains that Monzo Bank Ltd (“Monzo”) failed to refund money that Ms M lost as part of a scam. What happened Ms M was contacted by a person who said that Ms M could earn money by working for a company that I will call B. Ms M was told that she needed to ... (3 pages)View decision
