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 353100 results
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Decision Reference DRN-4660938
12 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4660938 The complaint Mr B complains that Monzo Bank Ltd won’t reimburse him after he fell victim to a scam What happened Both parties are aware of the circumstances surrounding this complaint, so I won’t repeat them in full here. But briefly, both parties accept that in February 2023,... (4 pages)View decision -
Decision Reference DRN-4676381
12 Mar 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4676381 The complaint Mr G complains that Starling Bank Limited have unfairly declined to refund him, after his phone was stolen and used to make several transactions. He subsequently had his account closed. He’d like the transactions refunded to him. What happened Mr G held an account... (4 pages)View decision -
Decision Reference DRN-4609750
12 Mar 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4609750 The complaint Mr M complains about the “poor performance” of the Investment ISA he held with Hargreaves Lansdown Asset Management Limited trading as Hargreaves Lansdown (Hargreaves Lansdown). He says he lost nearly £500 in the time he held the investment and has also been charg... (4 pages)View decision -
Decision Reference DRN-4676796
12 Mar 2024 Aviva Insurance Limited UpheldInsuranceDRN-4676796 The complaint Ms M complains about Aviva Insurance Limited’s handling of a claim she made under her home insurance policy. Ms M is represented in this complaint by her partner Mr R. For ease, I’ll refer to anything said by Mr R as being said by Ms M. Aviva is the underwriter of... (6 pages)View decision -
Decision Reference DRN-4659829
12 Mar 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-4659829 The complaint Mr J complains that Phoenix Life Limited (Phoenix) hasn’t applied correct increases to his two annuities since they started in February 1999. What happened Mr J has two annuities that he purchased in February 1999 through a business which I understand has been par... (7 pages)View decision -
Decision Reference DRN-4675050
12 Mar 2024 Ageas Insurance Limited UpheldInsuranceDRN-4675050 The complaint Mrs R and Mr R complain about Ageas Insurance Limited (“AIL”) and the decision to decline the claim they made on their home insurance policy, following damage to a horse shelter on their property. Mr R has acted as the main representative during the claim and comp... (4 pages)View decision -
Decision Reference DRN-4654622
12 Mar 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4654622 The complaint Miss C complains that a car acquired with finance from Blue Motor Finance Ltd (“BMF”) wasn’t of satisfactory quality. What happened On 23 August 2023 Miss C was supplied with a car and entered into a hire purchase agreement with BMF. The cash price of the car was ... (5 pages)View decision -
Decision Reference DRN-4612329
12 Mar 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4612329 The complaint Mr S has complained that Legal and General Assurance Society Limited (‘L&G’) has unfairly declined his claim and cancelled his policy. What happened Mr S took out an income protection policy through L&G in May 2022 and made a claim when he was unable to wo... (3 pages)View decision -
Decision Reference DRN-4642601
12 Mar 2024 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-4642601 The complaint Mr E and Mrs E complained about The Prudential Assurance Company Limited (“Prudential”). They said it paid a lower amount to them when they encashed their with profits endowment policy than they were told they would receive by Prudential previously. Mr E and Mrs E... (4 pages)View decision -
Decision Reference DRN-4457069
12 Mar 2024 Fleet Mortgages Ltd Not upheldMortgagesDRN-4457069 The complaint This complaint is brought by Mr C in his capacity as sole director of a limited company I will refer to as A. Mr C says that he was led to believe by Fleet Mortgages Ltd that the company’s application for a mortgage would be agreed. However, the application was de... (4 pages)View decision
