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 381082 results
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Decision Reference DRN-5697805
23 Jul 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5697805 The complaint Mrs W complains that Lloyds Bank PLC have been unable to locate a life protection policy which was attached to the mortgage that she has with her late husband. She believes that the policy was for £50,000 which would pay the mortgage balance off in full. Mrs W ... (4 pages)View decision -
Decision Reference DRN-5700389
23 Jul 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5700389 The complaint Mr V, Mrs V, Mr V1 and Mr V2 are unhappy that Inter Partner Assistance SA (‘IPA’) has asked for more medical information to assess a claim made under their single trip travel insurance policy (‘the policy’) after they cancelled their holiday because Mr V1 was m... (2 pages)View decision -
Decision Reference DRN-5449143
23 Jul 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5449143 The complaint Mrs B complains that The Prudential Assurance Company Limited (Prudential) mis-sold her an Additional Voluntary Contribution Plan (AVC) causing her financial losses. She wants compensation for her losses. Mrs B is represented by a claims management company (CM... (3 pages)View decision -
Decision Reference DRN-5206915
23 Jul 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5206915 The complaint Miss J is unhappy that a car supplied to her under a Personal Contract Purchase (PCP) agreement with CA Auto Finance UK Ltd (CA) was of an unsatisfactory quality. When I refer to what Miss J or CA have said or done, it should also be taken to include things sa... (3 pages)View decision -
Decision Reference DRN-5655725
23 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5655725 The complaint Mr D complained because Barclays Bank UK PLC refused to refund him for transactions he said he didn’t make. What happened Mr D opened a Barclays account on 30 October 2024. From 25 November onwards, there was a series of gambling transactions. On 28 November, ... (5 pages)View decision -
Decision Reference DRN-5078778
23 Jul 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5078778 The complaint Mr R complains that Hargreaves Lansdown Asset Management Limited (“HLAM”) disclosed information about his investment account to tax authorities, despite him being a non- taxpayer. What happened In 2023, Mr R, a resident of India, received a request for informat... (2 pages)View decision -
Decision Reference DRN-5563361
23 Jul 2025 Unum Ltd Not upheldInsuranceDRN-5563361 The complaint Mr B is unhappy with how Unum Ltd (Unum) applied his income protection claim and that it stopped paying his income protection benefit. Mr B is being represented on this complaint. What happened The background to this complaint is well-known to both parties. So,... (3 pages)View decision -
Decision Reference DRN-5505959
23 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5505959 The complaint Mr G complains that Monzo Bank Ltd will not refund money he lost to a scam. What happened Mr G said he made the following payments as a result of a safe account scam. Payment Date Time Type of transaction Amount 1 13 September 2023 17:00 Card payment £3,900 2 1... (4 pages)View decision -
Decision Reference DRN-5628871
23 Jul 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5628871 The complaint Mr D and Mrs D have complained that Aviva Life & Pensions UK Limited declined Mr D’s terminal illness claim. What happened The background to this complaint is well known to the parties so it serves no purpose for me to repeat it in detail here. In summary M... (2 pages)View decision -
Decision Reference DRN-5709527
23 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5709527 The complaint M, a company, has complained that Revolut Ltd didn’t do enough to prevent them losing money to an email invoice intercept scam. They’d like the funds returned to them. What happened In May 2022 M entered into an agreement with a supplier, who I will refer to a... (6 pages)View decision
