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 121261 results
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Decision Reference DRN-4358883
10 Jan 2024 One Insurance Limited UpheldInsuranceDRN-4358883 The complaint Ms M complains about poor service and delays caused by One Insurance Limited (One Insurance) when repairing her car following a claim she made under her motor insurance policy. What happened In November 2022 Ms M’s car was damaged whilst it was parked near her hom... (3 pages)View decision -
Decision Reference DRN-4543917
10 Jan 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4543917 The complaint Mr L complains about the way Royal & Sun Alliance Insurance Limited handled a claim made on his motorhome insurance policy. Any reference to RSA includes the actions of its agents. Mr L is being represented on this complaint, so any reference to him also inclu... (5 pages)View decision -
Decision Reference DRN-3563704
10 Jan 2024 Dobson & Hodge Limited UpheldPensions and AnnuitiesDRN-3563704 The complaint Mr B has complained that Dobson & Hodge Limited (D&H) gave him unsuitable advice to transfer his defined benefits from his occupational pension scheme (OPS) – the British Steel Pension Scheme (BSPS) – to a Self Invested Personal Pension (SIPP). What happen... (6 pages)View decision -
Decision Reference DRN-4548667
10 Jan 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4548667 The complaint Mr F is unhappy that Santander UK Plc won’t reimburse him for money he lost as a result of a scam. What happened On 1 December 2023 I issued my provisional findings on this complaint. I wanted to give both parties a chance to respond with any further evidence and/... (14 pages)View decision -
Decision Reference DRN-4393850
10 Jan 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4393850 The complaint Mr F complains that Tesco Personal Finance PLC trading as Tesco Bank declined his claim under section 75 of the Consumer Credit Act 1974. What happened Mr F entered into a contract with a merchant to design, supply and install windows and doors at his property. Th... (3 pages)View decision -
Decision Reference DRN-4549654
10 Jan 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4549654 The complaint Mr H complains that Bank of Scotland Plc (trading as “Halifax”) won’t refund over £77,000 he lost to an investment scam beginning in May 2017. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In b... (8 pages)View decision -
Decision Reference DRN-4546982
10 Jan 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4546982 The complaint Ms Y complains that Santander UK Plc won’t reimburse money she lost to a scam. What happened On 6 December 2023 I issued my provisional decision on this complaint. I wanted to give both parties a chance to respond with any further evidence or arguments before I is... (14 pages)View decision -
Decision Reference DRN-4396027
10 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4396027 The complaint Mr I, a sole trader, complains Monzo Bank Ltd unfairly restricted and closed his business account and returned funds held in it to the source account. I will refer to the business as S. To put things right, Mr I wants Monzo to return the funds to S and pay compen... (3 pages)View decision -
Decision Reference DRN-4291164
10 Jan 2024 PDL Finance Limited UpheldConsumer CreditDRN-4291164 The complaint Mr S complains that PDL Finance Limited trading as Mr Lender irresponsibly lent to him. He has said had proper checks been carried out the lender would have seen he had a gambling problem and wouldn’t have lent to him. What happened Mr Lender lent Mr S three insta... (3 pages)View decision -
Decision Reference DRN-3620137
10 Jan 2024 Makemson & Company Limited UpheldPensions and AnnuitiesDRN-3620137 The complaint Mr E complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a type of personal pension plan, in 2018. Makemson & Company Limited is responsible for answering this complaint and so to keep thi... (7 pages)View decision
