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-4564744
19 Jan 2024 HDI Global Specialty SE UpheldInsuranceDRN-4564744 The complaint Ms W’s complaint is about three claims she made on her HDI Global Specialty SE (‘HDI’) pet insurance policy, which were declined. Ms K says HDI were wrong to decline her claims and void two of her policies. She wants HDI to pay her claims and reinstate her insuran... (3 pages)View decision -
Decision Reference DRN-4568768
19 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4568768 The complaint Miss H complains that Monzo Bank Ltd (“Monzo”) won’t refund over £46,000 she lost to an investment scam. What happened Miss H fell victim to a cryptocurrency investment scam after she was cold called by a scam broker (“Z”) in March 2021. The broker showed her how ... (7 pages)View decision -
Decision Reference DRN-4067298
19 Jan 2024 Tideway Investment Partners LLP UpheldPensions and AnnuitiesDRN-4067298 The complaint Mr V complains about the advice given by Tideway Investment Partners LLP (‘Tideway’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme, the British Steel Pension Scheme (‘BSPS’), to a self-invested personal pension (‘SIPP’). He s... (6 pages)View decision -
Decision Reference DRN-4568754
19 Jan 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4568754 The complaint Mr J and Miss L have complained about their home insurer Lloyds Bank General Insurance Limited regarding two claims they made following flooding of their home. What happened Mr J and Miss L’s home was flooded in June 2020. They had to move out of their home and we... (6 pages)View decision -
Decision Reference DRN-4396602
19 Jan 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4396602 The complaint Ms K complains Metro Bank PLC won’t refund the money she lost when she was the victim of a scam. What happened In early 2023, Ms K received an update from an investment company she’d invested with several years earlier. The update said they’d been able to recover ... (4 pages)View decision -
Decision Reference DRN-4539346
19 Jan 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4539346 Complaint Mr R has complained that Loans 2 Go Limited (“L2G”) provided him with an unaffordable loan. He says that the loan was unaffordable and should never have been provided to him. Background L2G provided Mr R with a loan of £1,770.00 in July 2023. This loan had an APR of 3... (4 pages)View decision -
Decision Reference DRN-4456711
18 Jan 2024 ClearBank Limited UpheldBanking and PaymentsDRN-4456711 The complaint R is a small business. It holds a business account with ClearBank Limited, which trades as Tide. In November 2022, fraudsters contacted R. They pretended to be from Tide Itself and convinced R that its account with them had been “compromised” and money in the acco... (5 pages)View decision -
Decision Reference DRN-4190612
18 Jan 2024 Barclays Bank Plc UpheldInvestmentsDRN-4190612 The complaint Mr T brings a complaint on behalf of the estate of his late mother, Mrs T. He says that Barclays Bank Plc has behaved unfairly in respect of administering Mrs T’s investment ISA. What happened Both Mr T and his brother (who hereafter I will refer to as Mr G for ea... (7 pages)View decision -
Decision Reference DRN-4195771
18 Jan 2024 Clydesdale Bank Plc UpheldInvestmentsDRN-4195771 The complaint Mrs H complained that Clydesdale Bank Plc trading as Virgin Money (‘Virgin’) failed to open a bond account for her when she applied and gave her poor service when she sought to resolve the issue. Mrs H wants Virgin to pay her the equivalent of the interest she wou... (5 pages)View decision -
Decision Reference DRN-4559134
18 Jan 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4559134 The complaint Mr and Mrs W are unhappy with the service they received from Astrenska Insurance Limited and associated companies acting on their behalf. What happened Mr and Mrs W had an annual travel insurance policy underwritten by Astrenska. During the policy year Mrs W exper... (3 pages)View decision
