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 121115 results
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Decision Reference DRN-4546114
19 Jan 2024 Epayments Systems Ltd UpheldBanking and PaymentsDRN-4546114 The complaint Mr K complains Epayments Systems Ltd (“Epayments”) blocked his account and withheld the funds in it. Mr K adds Epayments isn’t fairly processing its KYC review, and as a result is causing delays in refunding his funds. What happened On 11 February 2020 the regulat... (4 pages)View decision -
Decision Reference DRN-4540419
19 Jan 2024 Epayments Systems Ltd UpheldBanking and PaymentsDRN-4540419 The complaint Mr V complains Epayments Systems Ltd (“Epayments”) blocked his account and withheld the funds in it. Mr V adds Epayments isn’t fairly processing its KYC review, and as a result is causing delays in refunding his funds. What happened On 11 February 2020 the regulat... (4 pages)View decision -
Decision Reference DRN-4541037
19 Jan 2024 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-4541037 The complaint Mr F complained that Scottish Equitable Plc trading as Aegon (Aegon) transferred both of his pension plans to a new provider, when he had only asked for one to be transferred. This resulted in a loss of guaranteed benefits on the policy he did not wish to transfer... (5 pages)View decision -
Decision Reference DRN-4569516
19 Jan 2024 Ageas Insurance Limited UpheldInsuranceDRN-4569516 The complaint Mr M complains about how Ageas Insurance Limited settled a claim he made on his motor insurance policy. What happened Mr M held a motor insurance policy with Ageas. When his vehicle was involved in an accident, he made a claim to Ageas for the damage. Ageas accept... (2 pages)View decision -
Decision Reference DRN-4128054
19 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4128054 The complaint Mr and Mrs P complain that HSBC UK Bank Plc have unfairly refused to refund over £80,000 they lost as part of an investment scam. Mr and Mrs P have a representative, but for the sake of readability, I will just refer to Mr and Mrs P. What happened The details of t... (3 pages)View decision -
Decision Reference DRN-4488403
19 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4488403 The complaint Mr A complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In late 2022, Mr A was looking to arrange a visa to allow him to remain in the country after he finished his academic degree. A friend of his introduc... (5 pages)View decision -
Decision Reference DRN-4412449
19 Jan 2024 Allied Irish Banks Plc UpheldBanking and PaymentsDRN-4412449 The complaint Mr S has complained that Allied Irish Banks Plc (“AIB”) has not honoured a liability he says arises out of a claim made under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened In November 2015, Mr S said he was called by someone who said they could... (8 pages)View decision -
Decision Reference DRN-4527120
19 Jan 2024 West Bay Insurance Plc UpheldInsuranceDRN-4527120 The complaint Mrs S complains about how West Bay Insurance Plc (“West Bay”) dealt with a claim for repairs she made on her car insurance policy. Any reference to West Bay includes its agents. What happened Mrs S has motor insurance with West Bay. After a day out ... (4 pages)View decision -
Decision Reference DRN-4556817
19 Jan 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4556817 The complaint Mrs G complains that the settlement payment provided by Admiral Insurance (Gibraltar) Limited (Admiral) is too low, following the theft of her car under her motor insurance policy. What happened Mrs G’s car was stolen in September 2022. She made a claim to Admiral... (4 pages)View decision -
Decision Reference DRN-4569925
19 Jan 2024 British Gas Insurance Limited UpheldInsuranceDRN-4569925 The complaint Mr R complains that British Gas Insurance Limited (British Gas) misdiagnosed his boiler as non-repairable, and this resulted in him purchasing a new boiler. He also complains that his policy was cancelled by British Gas, and they didn’t handle his complaint approp... (5 pages)View decision
