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 121262 results
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Decision Reference DRN-4552566
11 Jan 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4552566 The complaint Mr D complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). He wants to be put back into the position he would have... (44 pages)View decision -
Decision Reference DRN-4538186
11 Jan 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4538186 The complaint Mrs B says Santander UK Plc irresponsibly allowed her to continue to use her overdraft facility. What happened Mrs B has had an overdraft limit on her account for several years. In April 2023, Mrs B complained to Santander that she’d become reliant on it as a high... (3 pages)View decision -
Decision Reference DRN-4475384
11 Jan 2024 Covea Insurance plc UpheldInsuranceDRN-4475384 The complaint Covea Insurance plc (“Covea”) voided Ms S’ motor policy when it found that she made a qualifying misrepresentation when the policy was incepted. Ms S thinks it’s unfair her premiums haven’t been refunded. What happened Ms S made a claim. When Covea validated the d... (2 pages)View decision -
Decision Reference DRN-4552704
11 Jan 2024 esure Insurance Limited UpheldInsuranceDRN-4552704 The complaint Mr A and Miss W complain that esure Insurance Limited’s handling of a claim on their joint motor insurance policy resulted in a County Court Judgement (CCJ) to be issued against Mr A. This has had a significant on-going financial impact on them. What happened esur... (4 pages)View decision -
Decision Reference DRN-4551320
11 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4551320 The complaint Ms P complains that Monzo Bank Ltd won’t refund £60 she says wasn’t dispensed by an ATM. What happened The circumstances of this complaint are well known to both parties, so I won’t repeat them all again here in detail. But I will provide an overview of events bel... (3 pages)View decision -
Decision Reference DRN-4552212
11 Jan 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4552212 The complaint Mr P complained because Lloyds Bank plc refused to refund him for transactions he said he didn’t make. What happened On 11 July 2023, Mr P contacted Lloyds. He’d just received his credit card statement, and there were three transactions on 1 and 2 July which he sa... (5 pages)View decision -
Decision Reference DRN-4523334
11 Jan 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4523334 The complaint Mr P complains that it took three calls and a visit to his branch for a telephone number to be corrected on an account held with Bank of Scotland plc trading as Halifax. What happened In January 2023 Mr P tried to make an online payment using his Halifax card. He ... (2 pages)View decision -
Decision Reference DRN-4398154
11 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4398154 The complaint Ms S complains that Monzo Bank Ltd (“Monzo”) won’t refund over £27,000 she lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Ms S was the victim of a job task scam after b... (3 pages)View decision -
Decision Reference DRN-4546420
11 Jan 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4546420 The complaint Mr and Mrs T have complained about the refusal of a claim made under their pet insurance policy with Red Sands Insurance Company (Europe) Limited. What happened Mr and Mrs T have a pet insurance policy with Red Sands for their dog. Their policy covers treatment co... (3 pages)View decision -
Decision Reference DRN-4542283
11 Jan 2024 SG Fleet UK Limited UpheldConsumer CreditDRN-4542283 The complaint Mr H complains that a car supplied under a hire agreement with SG Fleet UK Limited was misrepresented to him and wasn’t of satisfactory quality. What happened In February 2022 Mr H entered into a hire agreement with SG Fleet and placed an order for a car, which wa... (2 pages)View decision
