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-4553976
12 Jan 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4553976 The complaint Mr L complains that Lloyds Bank PLC won’t refund him the money he lost, after he fell victim to an Authorised Push Payment (“APP”) scam. Mr L is represented by a third party in bringing his complaint. For ease of reading, I will only refer to Mr L in my decision. ... (5 pages)View decision -
Decision Reference DRN-4541652
12 Jan 2024 Citibank UK Limited UpheldInvestmentsDRN-4541652 The complaint Ms K complains that Citibank UK Limited unfairly charged her for an advisory service despite her making it clear she wanted a non-advisory service. Ms K would the advice fee to be refunded. What happened Ms K invested £150,000 into a fund with Citibank in July 202... (4 pages)View decision -
Decision Reference DRN-3709262
12 Jan 2024 David Stock & Co Limited UpheldPensions and AnnuitiesDRN-3709262 The complaint Mr K complains about the advice David Stock & Co Limited (‘DSC’) gave to him to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice might not have been suitable for him and may have caused... (5 pages)View decision -
Decision Reference DRN-4555113
12 Jan 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4555113 The complaint Mr D complains that Marshmallow Insurance Limited (Marshmallow) proportionately settled a claim made under his car insurance policy. What happened Mr D has had car insurance with Marshmallow since 2018. In June 2023 Mr D’s car was stolen so he made a claim to Mars... (3 pages)View decision -
Decision Reference DRN-4552060
12 Jan 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4552060 The complaint Mr L complains about the way Admiral Insurance (Gibraltar) Limited has handled a claim he made under his home insurance policy for subsidence. What happened As the circumstances of this complaint aren’t in dispute, I’ll summarise what’s happened. Mr L got in touc... (4 pages)View decision -
Decision Reference DRN-4275677
12 Jan 2024 Society of Lloyd's UpheldInsuranceDRN-4275677 The complaint Mr and Mrs C complain about how Society of Lloyd’s has dealt with a claim under their building warranty insurance policy. For ease of reading, any reference to Society of Lloyd’s also includes its agents. What happened Mr and Mrs C bought a house in 2018 which is ... (3 pages)View decision -
Decision Reference DRN-4440622
12 Jan 2024 Profile Financial Solutions Limited UpheldPensions and AnnuitiesDRN-4440622 The complaint Mr S complains that Profile Financial Solutions Limited, trading as Profile Pensions, (‘PFS’) charged him annual charges without providing him a service. And wants the fees that were taken refunded. What happened In 2017 Mr S had a number of different pension plan... (6 pages)View decision -
Decision Reference DRN-4440608
12 Jan 2024 Bastion Insurance Company Limited UpheldInsuranceDRN-4440608 The complaint Mr A complains that Bastion Insurance Company Limited didn’t provide assistance when he called to claim on his roadside assistance insurance policy. Any reference to Bastion includes the actions of its agents. What happened Mr A was driving along the motorway when... (3 pages)View decision -
Decision Reference DRN-4451739
12 Jan 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4451739 The complaint Mr F complains about the service he received from a Barclays Bank UK PLC cashier and being racially profiled. What happened There are three strands to Mr F’s complaint. The first strand is that when leaving the queue to approach the Barclays cashier, he was told t... (3 pages)View decision -
Decision Reference DRN-4211390
11 Jan 2024 esure Insurance Limited UpheldInsuranceDRN-4211390 The complaint Mrs D complains esure Insurance Limited has handled her home insurance claim poorly. What happened In 2013 Mrs D made a subsidence claim against her esure home insurance policy. At various points she complained about the progress of the claim. In February 2022 she... (4 pages)View decision
