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-3429915
11 Jan 2024 FB Wealth Management Ltd UpheldPensions and AnnuitiesDRN-3429915 The complaint Mr G complained that he was given unsuitable advice to transfer his deferred defined benefit (DB) British Steel Pension Scheme (BSPS), to a type of personal pension plan, in 2018. He says the advice was unsuitable for him and believes this has caused a financial l... (3 pages)View decision -
Decision Reference DRN-4362502
11 Jan 2024 Yorkshire Building Society UpheldBanking and PaymentsDRN-4362502 The complaint Mr and Mrs G complain that Yorkshire Building Society will not refund payments they made as a result of a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all in great detail here. But in summary, Mr and Mrs ... (3 pages)View decision -
Decision Reference DRN-4544819
11 Jan 2024 esure Insurance Limited UpheldInsuranceDRN-4544819 The complaint Ms B complains about how esure Insurance Limited (esure), handled a claim under her home insurance policy for damage to her property caused by an escape of water. Any reference to esure in this decision includes their agents. What happened The sequence of events i... (7 pages)View decision -
Decision Reference DRN-4452299
11 Jan 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4452299 The complaint Haven Insurance Company Limited (“Haven”) thought Mr M had made a qualifying misrepresentation when taking out his motor policy. Haven cancelled the policy and declined Mr M’s claim. Mr M thought this was unfair. What happened When Mr M took out a policy with Have... (3 pages)View decision -
Decision Reference DRN-4436740
11 Jan 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4436740 The complaint Ms A complains about how Royal & Sun Alliance Insurance Limited (“RSA”) has handled a claim she made under her motor insurance policy. RSA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As RSA has... (3 pages)View decision -
Decision Reference DRN-4534430
11 Jan 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4534430 The complaint Mr C complains that a car acquired with finance from Moneybarn No 1 Limited wasn’t of satisfactory quality. What happened In January 2023 Ms C was supplied with a car and entered into a conditional sale agreement with Moneybarn. Mr C experienced issues with the ca... (3 pages)View decision -
Decision Reference DRN-4532846
11 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4532846 The complaint Mr D and Mrs T complain that Monzo Bank Ltd won’t refund £160 they say wasn’t dispensed by an ATM. As the transaction was attempted by Mrs T, for ease, I’ll refer to her in this decision. What happened The circumstances of this complaint are well known to both par... (3 pages)View decision -
Decision Reference DRN-4541066
11 Jan 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4541066 The complaint Ms F complains about the way in which Tesco Personal Finance PLC trading as Tesco Bank handled her disputed transaction claim. What happened Ms F asked an upholstery firm to clean her sofa. The merchant removed some of the dirt and told Ms F that no more dirt coul... (2 pages)View decision -
Decision Reference DRN-4509755
11 Jan 2024 AWP P&C SA UpheldInsuranceDRN-4509755 The complaint Mr and Mrs M are unhappy that AWP P&C SA (AWP) partially settled their travel insurance claim. Any reference to AWP includes all its agents. What happened Mr and Mrs M have travel insurance alongside their bank current account. AWP is the underwriter on the po... (3 pages)View decision -
Decision Reference DRN-4551666
10 Jan 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4551666 The complaint T is a business owned and operated by a sole trader, who I’ll refer to as “Mr B”. He complains that Lloyds Bank PLC twice blocked an overseas payment to T’s account, with the result that he lost both an order and a customer. What happened T sells small items to tr... (3 pages)View decision
