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 380824 results
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Decision Reference DRN-5746542
1 Sep 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5746542 The complaint Mr and Mrs G have complained that Red Sands Insurance Company (Europe) Limited has declined a claim they made on a travel insurance policy. As it is Mrs G leading on the complaint, for ease, I will mostly just be referring to her in this decision. What happen... (2 pages)View decision -
Decision Reference DRN-4124220
1 Sep 2025 Phoenix Life CA Limited UpheldInsuranceDRN-4124220 The complaint Mrs C is unhappy, in summary, as she doesn’t think Phoenix Life CA Limited (‘Phoenix Life’) has correctly administered her reviewable whole of life policy that’s held with it. And that the reviewable nature of the policy wasn’t explained to her at the time of s... (8 pages)View decision -
Decision Reference DRN-5790301
1 Sep 2025 SCOR UK Company Ltd Not upheldInsuranceDRN-5790301 The complaint A, a limited liability company complains about the handling of a claim it made on its SCOR UK Company Ltd (‘SCOR’) commercial legal expenses insurance policy. A says SCOR treated it unfairly. In this complaint A is represented by Mr L but I shall refer to all s... (6 pages)View decision -
Decision Reference DRN-5790669
1 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5790669 The complaint A company which I will refer to as ‘D’ complains that Barclays Bank UK Plc didn’t reimburse the payments made by a fraudster that it says it didn’t agree to. The complaint is brought on D’s behalf by Mr H and the company is represented by a firm of solicitors.... (5 pages)View decision -
Decision Reference DRN-5258788
1 Sep 2025 JPMorgan Asset Management (UK) Limited UpheldInvestmentsDRN-5258788 The complaint The estate of Mrs M complains JPMorgan Asset Management (UK) Limited (JPMorgan) didn’t do enough to trace Mrs M’s beneficiaries after her distribution payments were unclaimed for some time. The estate of Mrs M is represented in this complaint by Mr M. For simpl... (6 pages)View decision -
Decision Reference DRN-5130180
1 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5130180 The complaint Mr H is unhappy that Wise Payments Limited (Wise) won’t reimburse money he lost to a scam. Mr H is represented by a third-party claims firm, but I will refer to Mr H here. What happened The background to this complaint is well known to both parties, so I won’t... (4 pages)View decision -
Decision Reference DRN-5130234
1 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5130234 The complaint Mr H is unhappy that HSBC UK Bank Plc won’t reimburse money he lost to a scam. Mr H is represented by a third-party claims firm, but I will refer to Mr H here. What happened The background to this complaint is well known to both parties, so I won’t repeat eve... (4 pages)View decision -
Decision Reference DRN-5785956
1 Sep 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5785956 The complaint Mr W complains that The Prudential Assurance Company Limited (Prudential) gave him unsuitable advice to take out a Free Standing Additional Voluntary Contribution (FSAVC) in 1998. What happened I set out the background to this complaint in my provisional decisi... (4 pages)View decision -
Decision Reference DRN-5571370
1 Sep 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5571370 The complaint Mr H complains about how Inter Partner Assistance SA (IPA) dealt with and settled a claim he made under his home emergency insurance policy. What happened Mr H holds a home emergency policy, which is underwritten by IPA. On 2 January 2025, Mr H used IPA’s onl... (4 pages)View decision -
Decision Reference DRN-5399402
1 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5399402 The complaint Miss M complains Monzo Bank Ltd has not dealt fairly with her chargeback request and closed her account. She is also unhappy about the amount of time it took Monzo to release her closing balance. What happened Miss M had an account with Monzo which she opened ... (3 pages)View decision
