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 364422 results
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Decision Reference DRN-5157234
12 Dec 2024 esure Insurance Limited UpheldInsuranceDRN-5157234 The complaint Mr G complained about how esure Insurance Limited dealt with a third party’s claim under his motor insurance policy. What happened Mr G’s car made contact with a parked car in a car park. Mr G said that the third party’s car wasn’t entitled to be parked there a... (3 pages)View decision -
Decision Reference DRN-5025720
12 Dec 2024 Vitality Life Limited UpheldInsuranceDRN-5025720 The complaint Ms M is unhappy that, on occasions, Vitality Life Limited didn’t pay the monthly benefits due under an income protection insurance policy (‘the policy’) on time. What happened Ms M had a claim accepted on the policy and Vitality has been paying the monthly ben... (3 pages)View decision -
Decision Reference DRN-5048967
12 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5048967 The complaint Miss S complains Monzo Bank Ltd registered a fraud marker at Cifas, the national fraud database. She doesn’t think it’s done so fairly. What happened A summary of what happened is below. Miss S held an account with Monzo. On 5 March 2024, it was credited with ... (3 pages)View decision -
Decision Reference DRN-5178491
12 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5178491 The complaint Miss S complains Santander UK Plc (“Santander”) closed her account after 30 days’ notice in December 2023 because of a fraud marker which had incorrectly been registered against her by another bank in 2021. Miss S is also unhappy Santander demanded full payment... (6 pages)View decision -
Decision Reference DRN-5175371
12 Dec 2024 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5175371 The complaint Mr H complains about Volvo Car Financial Services UK Limited’s lack of transparency regarding the payment that he had to make for the early settlement of a conditional sale agreement under which a car was supplied to him. What happened A used car was supplied t... (3 pages)View decision -
Decision Reference DRN-5011448
12 Dec 2024 Openwork Limited Not upheldPensions and AnnuitiesDRN-5011448 The complaint Mr H complains that an appointed representative (AR) of Openwork Limited provided an unsuitable adviser to manage his affairs. He went on to say that because he didn’t believe the adviser was suitably experienced enough, he had to move his pension to a new firm... (3 pages)View decision -
Decision Reference DRN-5208247
12 Dec 2024 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5208247 The complaint Mr H complains that Westerby Trustee Services Limited (‘Westerby’) had a duty of care to him when accepting his application for a Self-Invested Personal Pension (‘SIPP’). Mr H transferred a pension plan (‘PP’) he held with the Co-operative into the SIPP he ope... (45 pages)View decision -
Decision Reference DRN-5198597
12 Dec 2024 HSBC UK Bank Plc UpheldInvestmentsDRN-5198597 The complaint Mr T complains that HSBC UK Bank Plc is not allowing him to make an additional permitted subscription (APS) in-specie. He says this will cause him a financial loss, inconvenience and time out of the market. What happened In February 2024 Mr T wrote to HSBC to e... (5 pages)View decision -
Decision Reference DRN-5105033
12 Dec 2024 ReAssure Limited UpheldInsuranceDRN-5105033 The complaint Mr T is unhappy that ReAssure Limited has declined a claim he made on his emergency cash cover and income replacement policy. What happened Mr T has a cash cover and income replacement policy. He claimed on the policy for total and permanent disability when he ... (3 pages)View decision -
Decision Reference DRN-5173762
12 Dec 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5173762 The complaint Mr L complains that direct debit payments weren’t collected by American Express Services Europe Limited (AESEL) (Amex). What happened Mr L has an Amex credit card and makes payments to cover the full statement balance each month. In April 2024 Mr L amended his... (3 pages)View decision
