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 375868 results
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Decision Reference DRN-5375201
30 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5375201 The complaint Mr M has complained Santander UK plc won’t refund £10,500 he lost as the result of a trading scam. What happened After seeing an online social media advert in 2021 about investing along with associated testimonials, Mr M clicked to register his interest. He rec... (3 pages)View decision -
Decision Reference DRN-5624934
30 Jul 2025 First Central Underwriting Limited UpheldInsuranceDRN-5624934 The complaint Mrs P has complained about the total loss settlement First Central Underwriting Limited paid her – and the delay it caused in settling her claim under her car insurance policy. What happened In October 2024 Mrs P made a claim for damage to her car to her insure... (3 pages)View decision -
Decision Reference DRN-5725835
30 Jul 2025 Ageas Insurance Limited UpheldInsuranceDRN-5725835 The complaint Mrs M complains about Ageas Insurance Limited’s handling and settlement of a claim under her home insurance policy. Ageas has been represented by its agents during the claim. All references to Ageas include its agents. Mrs M has been largely represented by her ... (5 pages)View decision -
Decision Reference DRN-5725720
30 Jul 2025 U K Insurance Limited UpheldInsuranceDRN-5725720 The complaint Mr and Mrs B are unhappy that U K Insurance Limited (UKI) declined their contents insurance claim. They’re also unhappy with the service they’ve received from UKI during the handling of their claim. What happened The background to this complaint is well-known t... (5 pages)View decision -
Decision Reference DRN-5202729
30 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5202729 The complaint Mr P complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost when he fell victim to an investment scam. Mr P is being represented by solicitors in this complaint. What happened In 2023, Mr P fell victim to a scam after making payments to what he be... (3 pages)View decision -
Decision Reference DRN-5725479
30 Jul 2025 EBS Pensions Limited UpheldPensions and AnnuitiesDRN-5725479 The complaint Mr N complains that EBS Pensions Limited trading as Embark Pensions delayed the transfer of his Self-Invested Personal Pension (SIPP) to a new provider and he suffered financial loss as a result. What happened Mr N had a SIPP with Embark. He requested that his ... (7 pages)View decision -
Decision Reference DRN-5692920
30 Jul 2025 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5692920 The complaint Mr B complains about the way The National Farmer’s Union Mutual Insurance Society Limited (“NFU”) has handled a claim he made for subsidence damage to his property. Whilst this complaint has been brought by both Mr and Mrs B, as Mr B has been the main correspon... (7 pages)View decision -
Decision Reference DRN-5488193
30 Jul 2025 True Potential Investments LLP Not upheldInvestmentsDRN-5488193 The complaint Mr G’s complaint against True Potential Investments LLP (“True Potential”) is about how his funds have been invested and the losses he says he has incurred. What happened Mr G received financial advice in 2013 and was advised to open an ISA and a general invest... (3 pages)View decision -
Decision Reference DRN-5610889
30 Jul 2025 Somerset Bridge Insurance Services Limited Not upheldInsuranceDRN-5610889 The complaint Miss S complains about potential cancellation of her motor insurance policy arranged through Somerset Bridge Insurance Services Limited trading as Go Skippy (Somerset Bridge) when she couldn’t provide information requested about a second driver. Any reference ... (3 pages)View decision -
Decision Reference DRN-4714403
30 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4714403 The complaint On 1 December 2021, Mr M made a payment of £25,000 from his account with Monzo Bank Ltd (‘Monzo’) in connection with an investment opportunity which he now considers to be a scam. He complains that Monzo won’t refund the money he lost to an authorised push paym... (5 pages)View decision
