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 128312 results
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Decision Reference DRN-5313961
14 Feb 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5313961 The complaint Mr C complains that Advantage Insurance Company Limited acted unfairly when it increased his insurance premium after the policy had started. What happened Mr C called Advantage to discuss his renewal in December 2023. His policy was due to renew in January 2024... (3 pages)View decision -
Decision Reference DRN-5279159
14 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5279159 The complaint Mrs W says the recovery service underwritten by U K Insurance Limited (‘UKI’) damaged her car during its recovery of it to a garage. What happened Mrs W was driving home on 20 July 2023 when warning lights appeared on her dashboard. She called a national break... (4 pages)View decision -
Decision Reference DRN-5244379
14 Feb 2025 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-5244379 The complaint Mr W complains that Quilter Financial Services Ltd mis-managed his Self-Invested Personal Pension (SIPP) by allowing over £50,000 of cash to build up within the SIPP cash account. He also complains that he paid ongoing advice charges for a period where no servi... (6 pages)View decision -
Decision Reference DRN-5265446
14 Feb 2025 Mulsanne Insurance Company Limited UpheldInsuranceDRN-5265446 The complaint N has complained about Mulsanne Insurance Company Limited’s decision to avoid a van insurance policy Mr C took out to cover a van belonging to N and decline his claim under it following the theft of the van. This complaint was originally set up in the name of ... (4 pages)View decision -
Decision Reference DRN-4907809
14 Feb 2025 Marsh Finance & Commercial Limited UpheldConsumer CreditDRN-4907809 Complaint Miss B has complained about what Marsh Finance & Commercial Limited (“Marsh Finance”) has done to put things right after it accepted that it supplied her with a car that was not of satisfactory quality through a hire-purchase agreement. Background In October 2... (3 pages)View decision -
Decision Reference DRN-5331600
14 Feb 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5331600 The complaint Mr D complains that Wise Payments Limited won’t refund the money he lost when he was the victim of a scam. What happened In January 2024, Mr D received a text message from someone who said they were from a recruitment agency and had a potential job for him. An... (3 pages)View decision -
Decision Reference DRN-4935229
14 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4935229 The complaint Mr C complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary. Mr C tells us t... (3 pages)View decision -
Decision Reference DRN-4889588
14 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4889588 The complaint Miss D is unhappy that Lloyds Bank PLC (“Lloyds”) wont refund her after she fell victim to an investment scam. What happened In August 2020, Miss D was looking for potential investment opportunities. She filled out some forms online and was subsequently contac... (9 pages)View decision -
Decision Reference DRN-5283830
14 Feb 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5283830 The complaint Mr G is unhappy about the way Volkswagen Financial Services (UK) Limited (VWFS) have managed his finance agreement. What happened Mr G took receipt of a car in August 2020. He financed the deal through a hire purchase agreement with VWFS. VWFS terminated the ag... (3 pages)View decision -
Decision Reference DRN-5229988
14 Feb 2025 Equiniti Financial Services Limited UpheldInvestmentsDRN-5229988 The complaint Mr and Mrs V complain Equiniti Financial Services Limited (EFSL) is preventing them from selling shares they own and have the proceeds paid to their bank account. What happened Mr and Mrs V purchased shares several years ago and held some of them in certificate... (3 pages)View decision