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 355536 results
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Decision Reference DRN-4992001
4 Sep 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4992001 The complaint Mrs F complains Santander UK Plc did not correctly transfer money to an account overseas. At times, Mrs F’s husband has made representation on her behalf. But, for ease, I will refer to all submissions as having come direct from Mrs F. What happened Mrs F we... (5 pages)View decision -
Decision Reference DRN-5002831
4 Sep 2024 Open Insurance Services UK Limited UpheldInsuranceDRN-5002831 The complaint Mr C complains that Open Insurance Services UK Limited incorrectly deducted the premium for his mobile phone insurance policy twice from his account, leaving him in financial difficulty. Where I refer to Open, this includes the actions of its agents and claims... (3 pages)View decision -
Decision Reference DRN-4980972
4 Sep 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4980972 The complaint Mr D, Mr G1 and Mr and Mrs G2 complain - as trustees of the late Ms S’ Life Plan Trust – about Legal and General Assurance Society Limited’s (L&G) decision to turn down a claim Mr G1 made on a life assurance policy. The trust is represented by Mr G1. What happ... (6 pages)View decision -
Decision Reference DRN-4894073
4 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4894073 The complaint Miss E has complained that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. What happened In autumn 2023, Miss E was cold-contacted by scammers offering her an online job. The job was entirely remote, with flexible hours, performin... (4 pages)View decision -
Decision Reference DRN-4778595
4 Sep 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4778595 The complaint Mr H’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (“Novuna”) acted unfairly and unreasonably by (1) participating in an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (t... (6 pages)View decision -
Decision Reference DRN-4895120
4 Sep 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4895120 The complaint Miss T complains AXA Insurance UK Plc unfairly settled a motor insurance claim with her as jointly at fault. What happened In May 2023 Miss T was involved in a collision with a third-party’s car. Her car received some limited damage. She considered the third-p... (2 pages)View decision -
Decision Reference DRN-4930079
4 Sep 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4930079 The complaint Mr R complains about AXA Insurance UK Plc (“AXA”) and the way they settled the claim he made on his motor insurance policy. Mr R also complains about the way AXA investigated and progressed this claim. What happened The claim and complaint circumstances are wel... (4 pages)View decision -
Decision Reference DRN-5002508
4 Sep 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5002508 The complaint Mr A complains that, before it accepted his application to transfer his occupational defined benefit (‘DB’) pension scheme into a self-invested personal pension (‘SIPP’), Options UK Personal Pensions LLP (‘Options’, formerly Carey Pensions) didn’t carry out su... (36 pages)View decision -
Decision Reference DRN-4782432
4 Sep 2024 Topaz Finance Limited Not upheldMortgagesDRN-4782432 The complaint Ms L has complained that Topaz Finance Limited trading as Heliodor Mortgages incorrectly recorded her mortgage account as being in arrears when she claims to have made her mortgage payment on time. What happened Ms L holds a mortgage with Topaz Finance Limited... (3 pages)View decision -
Decision Reference DRN-4921721
4 Sep 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4921721 The complaint Mr C complains about how J.P. Morgan Europe Limited T/A Chase blocked and closed his bank account following a name change request. What happened Mr C held a bank account with Chase. On 29 November 2023, he contacted Chase to explain that he’d recently married ... (5 pages)View decision