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 375266 results
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Decision Reference DRN-5386006
22 Jul 2025 Scottish Widows Limited Not upheldInsuranceDRN-5386006 The complaint Mr A complains SCOTTISH WIDOWS LIMITED treated him unfairly when it sold him a policy he’d believed would provide for him when he retired, but which turned out to be a life and critical illness insurance policy. What happened In 2012, Mr A met with a represent... (3 pages)View decision -
Decision Reference DRN-5700845
22 Jul 2025 U K Insurance Limited UpheldInsuranceDRN-5700845 The complaint Mrs M has complained about the way U K Insurance Limited intends to settle a claim she made for storm damage under a home insurance policy she shares jointly with Mr M. For ease, I’ve referred to Mrs M in my decision as the lead complainant on behalf of Mr and ... (4 pages)View decision -
Decision Reference DRN-5441283
22 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5441283 The complaint Mr K is unhappy HSBC Bank Plc (trading as “First Direct”) closed his accounts without notice and without providing a reason. What happened First Direct wrote to Mr K on 22 October 2024 explaining that it would no longer offer him banking services, effective im... (3 pages)View decision -
Decision Reference DRN-5672565
22 Jul 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5672565 The complaint Mr D has complained that Accredited Insurance (Europe) Ltd (AIEL) has unfairly rejected a claim he made under his home insurance policy and is seeking to recover the claim costs from him. AIEL has applied its fraud term to reject Mr D’s claim. What happened Mr ... (2 pages)View decision -
Decision Reference DRN-5524583
22 Jul 2025 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-5524583 The complaint Mr P complains because Liverpool Victoria Financial Services Limited (‘LV’) cancelled his income protection insurance policy and is seeking to recover monies paid to him. What happened Mr P took out an income protection insurance policy, provided by LV, in Janu... (3 pages)View decision -
Decision Reference DRN-4782990
22 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4782990 The complaint Ms R is complaining that Wise Payments Limited didn’t do enough to prevent her from falling victim to an investment scam. The complaint is brought on her behalf by a professional representative. What happened In May 2022 Ms R fell victim to an investment scam.... (6 pages)View decision -
Decision Reference DRN-5634678
22 Jul 2025 U K Insurance Limited Not upheldInsuranceDRN-5634678 The complaint Mr and Mrs C are unhappy that U K Insurance Limited have declined a claim they made on their travel insurance policy. What happened Mr and Mrs C claimed on their travel insurance policy when Mrs C needed medical treatment abroad. UKI declined the claim as they ... (2 pages)View decision -
Decision Reference DRN-5601231
22 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5601231 The complaint Mr M is complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr M fell victim to a cruel job scam. He was approached online and offered remote work that required him to complete sets of tasks. He w... (3 pages)View decision -
Decision Reference DRN-5704528
22 Jul 2025 IFG Pensions Limited Not upheldPensions and AnnuitiesDRN-5704528 The complaint Mrs B has complained that IFG Pensions Limited trading as IFGL Pensions (IFGL), the administrator of her SIPP (self invested personal pension) hasn’t invested contributions to the SIPP correctly. Mrs B’s SIPP administrator was Sovereign Pension Services (UK) L... (8 pages)View decision -
Decision Reference DRN-5375432
22 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5375432 The complaint Mr W complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded the money he lost when he fell victim to a cryptocurrency investment scam. What happened Around the start of September 2023, Mr W was introduced to an investment opportunity – which I’ll refer to as ‘... (4 pages)View decision
