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 364862 results
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Decision Reference DRN-5208134
16 Jan 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5208134 The complaint Mr H complains about Admiral Insurance (Gibraltar) Limited’s settlement of his car insurance claim. What happened Mr H had a car insurance policy with Admiral. In March 2024, he swerved to avoid a third- party vehicle and his car collided with and mounted a ker... (3 pages)View decision -
Decision Reference DRN-5102450
16 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5102450 The complaint Ms G is unhappy about HSBC UK Bank Plc (“HSBC”) refusing to refund transactions she says she did not make. What happened The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again here in detail. However, I wil... (4 pages)View decision -
Decision Reference DRN-3045793
16 Jan 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3045793 The complaint Mr D complains, through a representative, that in 2011, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence on his introducer and selected investment when it accepted his se... (34 pages)View decision -
Decision Reference DRN-4938443
16 Jan 2025 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-4938443 The complaint Mrs R complains St. James's Place Wealth Management Plc (‘SJP’) gave her unsuitable advice when making an investment recommendation to her. She also complains about the fees paid for that service. What happened Mrs R first met with SJP in September 2020 t... (6 pages)View decision -
Decision Reference DRN-4752612
16 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4752612 The complaint Mr K is unhappy Monzo Bank Ltd will not refund the money he lost as a result of an authorised push payment (APP) scam. Mr K brought his complaint through a representative. For ease of reading I will refer solely to Mr K in this decision. What happened As both p... (5 pages)View decision -
Decision Reference DRN-5229871
16 Jan 2025 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5229871 The complaint Mr G has complained that Fortegra Europe Insurance Company Ltd (Fortegra) unfairly declined a claim under a furniture warranty. What happened Mr G contacted Fortegra to make a claim for damage to his sofa. He said his cats had scratched both of his sofas while... (2 pages)View decision -
Decision Reference DRN-5235390
16 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5235390 The complaint Mr R complains Nationwide Building Society took too long to process one of his payments – which caused him a lot of distress – and has told him he might want to consider banking elsewhere given the number of complaints he’s made. What happened Mr R has an accou... (2 pages)View decision -
Decision Reference DRN-5241913
16 Jan 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5241913 The complaint Mr A has complained that Advantage Insurance Company Limited unfairly cancelled his intended policy when it asked him to provide details of his No Claims Discount (NCD), driving licence and vehicle registration document – V5C (V5). References to Advantage incl... (5 pages)View decision -
Decision Reference DRN-5241311
16 Jan 2025 Newcastle Building Society Not upheldBanking and PaymentsDRN-5241311 The complaint Mrs H complains that Newcastle Building Society (NBS) has provided misleading and inconsistent information about her fixed rate ISAs. What happened Mrs H opened a fixed rate ISA with NBS on 22 June 2022. This matured on 25 July 2024, and she transferred the bal... (4 pages)View decision -
Decision Reference DRN-5227301
16 Jan 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5227301 The complaint Mrs D, Ms D and Mr D complain that Legal and General Assurance Society Limited (L&G) has turned down a terminal illness benefit claim Mr D made on a life assurance policy. As Mr D made the claim and brought the complaint to us, I’ve referred mainly to him t... (4 pages)View decision
