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 128535 results
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Decision Reference DRN-5238868
16 Jan 2025 Accelerant Insurance UK Limited UpheldInsuranceDRN-5238868 The complaint Mrs T complains about damage caused by contractors working for Accelerant Insurance UK Limited when she made a claim after an escape of water at her property. What happened The background to this complaint is well known to both parties, so I’ll provide only a b... (3 pages)View decision -
Decision Reference DRN-5064903
16 Jan 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5064903 The complaint Mr B complains that the car he acquired through Oodle Financial Services Limited wasn’t of satisfactory quality. He says he identified a number of issues and problems with the car on the day it was acquired. Mr B he wants to reject the car. Mr B is represented... (6 pages)View decision -
Decision Reference DRN-5237473
16 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5237473 The complaint Miss Z complains Monzo Bank Ltd caused her considerable distress and inconvenience because she couldn’t access her account for two months. What happened Miss Z has a current account with Monzo Bank that she had difficulties opening. This complaint isn’t about t... (2 pages)View decision -
Decision Reference DRN-5245092
16 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5245092 The complaint Mr F complains that Lloyds Bank PLC (“Lloyds”) won’t refund the money he lost when he fell victim to a scam. What happened Having previously invested in a company called Buy2let/Raedex Consortium Ltd – “R” in 2018, Mr F made a further investment of £42,000 in 2... (7 pages)View decision -
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-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-5211320
16 Jan 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5211320 The complaint Mr and Mrs T complain that National Westminster Bank Plc delayed applying a default to their joint current account. What happened Mr and Mrs T had a joint current account with NatWest, which had an arranged overdraft of £4,000. In July 2003, Mr and Mrs T began ... (3 pages)View decision -
Decision Reference DRN-5108722
16 Jan 2025 Close Asset Management Limited UpheldPensions and AnnuitiesDRN-5108722 The complaint Ms F complains about the performance of her pension whilst it was being managed by Close Asset Management Limited trading as Close Brothers Asset Management. She thinks Close Brothers failed to accurately ascertain her needs and objectives, and she says she has... (9 pages)View decision