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 120799 results
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Decision Reference DRN-4708276
6 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4708276 The complaint Z, a limited company, complains that Monzo Bank Ltd won’t reimburse money lost to a scam. It would like the funds reimbursed. What happened Z holds accounts with Monzo. In April 2023 a staff member received an email seemingly from the director of Z to make a payme... (3 pages)View decision -
Decision Reference DRN-4835634
6 Jun 2024 Barclays Bank UK PLC UpheldInvestmentsDRN-4835634 The complaint Mr L complains about the delayed transfer of his ISA, from his Smart Investor ISA (‘ISA’) account to an Instant Cash ISA (‘cash ISA’) account, by Barclays Bank UK PLC (‘Barclays’). He says that the delay prevented him from investing as he’d planned to, causing him... (4 pages)View decision -
Decision Reference DRN-4568830
6 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4568830 The complaint Ms K, via a representative, complains that HSBC UK Bank Plc (“HSBC”) won’t refund the money she lost to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. Ms K met an individual ... (3 pages)View decision -
Decision Reference DRN-4837277
6 Jun 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4837277 The complaint Ms and Mr M complain about how Royal & Sun Alliance Insurance Limited (“RSA”) dealt with a claim they made on a legal expenses insurance policy. References to RSA are intended to include the actions of any agent working on its behalf. What happened Below is on... (3 pages)View decision -
Decision Reference DRN-4837321
6 Jun 2024 Oodle Financial Services Limited UpheldConsumer CreditDRN-4837321 The complaint Ms K complains that Oodle Financial Services Limited trading as Oodle Car Finance (“Oodle”) incorrectly reported arrears to credit reference agencies. What happened Ms K entered into a hire purchase agreement with Oodle in March 2018 to acquire a used car. Ms K ha... (3 pages)View decision -
Decision Reference DRN-4837206
6 Jun 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4837206 The complaint Mr T has a self-invested personal pension (‘SIPP’) with London & Colonial Services Limited (‘L&C’). Mr T complains that L&C failed to carry out appropriate due diligence checks on his SIPP application which led him to invest in a non-mainstream investm... (34 pages)View decision -
Decision Reference DRN-3879253
6 Jun 2024 Computershare Investor Services Plc UpheldInvestmentsDRN-3879253 The complaint Mrs W complains about Computershare Investor Services Plc. She said the information she was given about how to exercise the share options on her share save scheme was confusing. This led to her not purchasing shares at the time and realising any profit she could h... (6 pages)View decision -
Decision Reference DRN-4837219
6 Jun 2024 Aviva Insurance Limited UpheldInsuranceDRN-4837219 The complaint Mrs M complains about the settlement paid by Aviva Insurance Limited under her contents insurance claim. What happened Mrs M holds buildings and contents insurance cover with Aviva. In 2020 there was a fire at Mrs M’s property, and she made a claim to Aviva which ... (4 pages)View decision -
Decision Reference DRN-4811386
6 Jun 2024 Alwyn Insurance Company Limited UpheldInsuranceDRN-4811386 The complaint Mr S is unhappy about the way Alwyn Insurance Company Limited (“Alwyn”) dealt with a claim on a Landlord Legal Protection policy. Mr S says he was led to believe the policy would provide cover for assistance with tax issues. He was disappointed to later be told hi... (2 pages)View decision -
Decision Reference DRN-4741119
5 Jun 2024 Covea Insurance plc UpheldInsuranceDRN-4741119 The complaint Mrs M has complained about the total loss settlement Covea Insurance plc paid when he made a claim under his car insurance policy. Mrs M is being represented by Mr H in her complaint. What happened Mrs M’s car was involved in an incident which resulted in her car ... (3 pages)View decision
