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 125299 results
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Decision Reference DRN-5080842
14 Oct 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5080842 The complaint Mrs M complains about the way Accredited Insurance (Europe) Ltd has handled a claim she made under her home insurance policy. Reference to Accredited includes its agents and representatives. What happened The circumstances aren’t in dispute, so I’ll summarise... (7 pages)View decision -
Decision Reference DRN-4738590
14 Oct 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4738590 The complaint Mr C complains about how Marshmallow Insurance Limited (Marshmallow) handled a claim he made on his motor insurance policy. He says they caused unacceptable delays which caused him a financial loss. What happened In early August 2023 Mr C was involved in an in... (2 pages)View decision -
Decision Reference DRN-4128101
14 Oct 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4128101 The complaint Mr M has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credi... (5 pages)View decision -
Decision Reference DRN-4567195
14 Oct 2024 LeasePlan UK Limited UpheldConsumer CreditDRN-4567195 The complaint Mr T complains that a car he acquired using a conditional sale agreement with LeasePlan UK Limited (“LeasePlan”) wasn’t of satisfactory quality. What happened In 2020, Mr T entered into a conditional sale agreement with LeasePlan for a new car. The agreement se... (3 pages)View decision -
Decision Reference DRN-4921562
14 Oct 2024 Computershare Investor Services Plc UpheldInvestmentsDRN-4921562 The complaint Mr R complained about Computershare Investor Services Plc (Computershare). He said he didn’t receive a letter from it about his employee share scheme. He said this meant he wasn’t able to give instructions about what to do about his shares. Mr R said Computers... (4 pages)View decision -
Decision Reference DRN-5081179
14 Oct 2024 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5081179 The complaint Mr B complains that the way Scottish Equitable Plc T/A Aegon handled the switch of one pension plan to another caused him a financial loss. Your text here What happened Mr B’s employer changed their workplace pension from a standard pension to a salary sacrific... (5 pages)View decision -
Decision Reference DRN-4882758
14 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4882758 The complaint Mr C complains that Monzo Bank Ltd won’t reimburse him after he fell victim to an investment scam. Mr C is professionally represented in bringing his complaint to our service, but for ease of reference I’ll refer to all submissions as being made by Mr C directl... (4 pages)View decision -
Decision Reference DRN-5079798
14 Oct 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5079798 The complaint Mr and Mrs G complain, through a representative, that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence when it accepted Mr G’s self-invested personal pension (‘S... (37 pages)View decision -
Decision Reference DRN-4881996
14 Oct 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4881996 The complaint Mr R complains that Barclays Bank UK PLC (‘Barclays’) hasn’t refunded the money he lost to an authorised push payment (‘APP’) scam. What happened On 8 December 2023, Mr R received a call on his mobile from a third party (‘the scammer’). The scammer knew Mr R’s... (4 pages)View decision -
Decision Reference DRN-4765094
14 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4765094 The complaint A company, which I’ll refer to as B, complains that HSBC UK Bank Plc set up the interest payments wrongly on its Coronavirus Business Interruption Loan (CBIL). What happened In 2021, B successfully applied to HSBC for a CBIL. The £50,000 loan was drawn down in ... (3 pages)View decision
