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 125400 results
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Decision Reference DRN-4755595
23 May 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4755595 The complaint Mr P has complained that Accredited Insurance (Europe) Ltd (‘Accredited’) declined his claim for storm damage under his home insurance policy. For the avoidance of doubt, the term ‘Accredited’ includes reference to Accredited’s agents and surveyors. What happened ... (5 pages)View decision -
Decision Reference DRN-4813490
23 May 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4813490 The complaint Mr B complains that Starling Bank Limited won’t refund money he lost when he was the victim of a scam. Mr B is being represented by his father, but for ease, I’ll refer to Mr B throughout this decision. What happened The background to this complaint is well known ... (4 pages)View decision -
Decision Reference DRN-4813749
23 May 2024 Sesame Limited UpheldPensions and AnnuitiesDRN-4813749 The complaint Ms C is represented. She says an Appointed Representative (‘AR’) of Sesame Limited (‘SL’) gave her unsuitable advice to transfer two Co-Operative Group (‘Co-Op’) Personal Pensions (‘PPs’) into a Self-Invested Personal Pension (‘SIPP’) provided by London and Coloni... (11 pages)View decision -
Decision Reference DRN-4718182
23 May 2024 Prepay Technologies Ltd UpheldBanking and PaymentsDRN-4718182 The complaint Ms E complains that PrePay Technologies Limited (trading as ‘Monese’) provided inadequate information about top-up fees. To keep things simpler, I will mainly refer to Monese in my decision. What happened When Ms E made two top-ups on her Monese account, she was s... (4 pages)View decision -
Decision Reference DRN-4814332
23 May 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4814332 The complaint Miss V complains that Wise Payments Limited won’t refund the money she lost after she was the victim of a scam. What happened In early 2023, Miss V saw an advert for a cryptocurrency investment company on a social media platform. She says she checked online review... (5 pages)View decision -
Decision Reference DRN-4653170
23 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4653170 The complaint Mr P complains about the way he was treated by Barclays Bank UK PLC after he applied to switch his account to it in July 2023. What happened Mr P has advised us that he has mental health problems which he logged with Barclays. He applied to switch his account to B... (8 pages)View decision -
Decision Reference DRN-4803733
23 May 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-4803733 The complaint Mrs L complains that when she set up a “no affordability plan” with HSBC UK Bank Plc, who I’ll call HSBC, she was told there wouldn’t be an impact on her credit file and she wasn’t advised arrears would continue to build up and demand letters would be sent. She is... (3 pages)View decision -
Decision Reference DRN-4763928
23 May 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4763928 The complaint Mr M complains about how Advantage Insurance Company Limited (Advantage) dealt with a claim under his home contents insurance policy. Advantage use agents to administer the policy and to assess claims. References to Advantage include these agents. What happened In... (4 pages)View decision -
Decision Reference DRN-4669988
23 May 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4669988 The complaint Mr B has complained through a representative that Zopa Bank Limited (“Zopa”) didn’t conduct sufficient affordability checks before it lent to him. What happened Zopa operated a lending platform which gave Mr B a 36-month loan for £10,000 on 11 November 20219. The ... (4 pages)View decision -
Decision Reference DRN-4712201
23 May 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4712201 The complaint Mr M complains about how Liverpool Victoria Insurance Company Limited (LV) handled a claim made on his motor insurance policy. He seeks appropriate compensation for his consequent losses. What happened Mr M was involved in an accident, and he made a claim to LV. B... (3 pages)View decision
