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 125363 results
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Decision Reference DRN-4661546
18 May 2024 Highway Insurance Company Limited UpheldInsuranceDRN-4661546 The complaint Mrs T and Mr T complain about the price charged by Highway Insurance Company Limited (“HICL”) for their home insurance policy. They also complain that a claim was incorrectly recorded against the policy. Mr T has acted as the main representative during the complai... (3 pages)View decision -
Decision Reference DRN-4805413
17 May 2024 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4805413 The complaint Mr C complains about problems with a car that was supplied to him under a hire purchase agreement with NIIB Group Limited trading as Northridge Finance (“Northridge”). What happened On 27 April 2023 Mr C signed a hire purchase agreement with Northridge for a car. ... (5 pages)View decision -
Decision Reference DRN-4732147
17 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4732147 The complaint Mr and Ms M have complained that Barclays Bank UK PLC “Barclays” blocked an online transfer that Ms M attempted to make from her account. Mr and Ms M say this caused them a large amount of inconvenience. What happened On the 18 July 2023 Ms M tried to pay £50,000 ... (3 pages)View decision -
Decision Reference DRN-4458806
17 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4458806 The complaint Miss C complains Monzo Bank Ltd failed to assist her when she wanted to dispute payments made on her debit card for the rental of holiday accommodation. What happened Miss C used her Monzo debit card to make two part-payments totalling £342 for the rental of a hol... (5 pages)View decision -
Decision Reference DRN-4802617
17 May 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4802617 The complaint Mr and Mrs F have complained that Red Sands Insurance Company (Europe) Limited has retained the excess on a cancellation claim they made on a travel insurance policy. What happened After booking a holiday and taking out the insurance policy, Mrs F was diagnosed wi... (2 pages)View decision -
Decision Reference DRN-4801965
17 May 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4801965 The complaint Mr N complains Options UK Personal Pensions LLP (‘Options’ - formerly Carey Pensions UK LLP) should not have accepted his application for a Self-Invested Personal Pension (‘SIPP’) and subsequent investment in an overseas property-based investment scheme that was i... (29 pages)View decision -
Decision Reference DRN-4804081
17 May 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4804081 The complaint Mr M complains that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence when it accepted his Self-Invested Personal Pension (‘SIPP’) application and allowed him to inv... (46 pages)View decision -
Decision Reference DRN-4578428
17 May 2024 Rothesay Life Plc UpheldPensions and AnnuitiesDRN-4578428 The complaint Mr D complains about poor service from Rothesay Life Plc (Rothesay) in dealing with his requests for information about the revaluation of his deferred annuity plan and in relation to the potential increases to be applied to his pension benefits. Mr D says the dela... (7 pages)View decision -
Decision Reference DRN-4800397
17 May 2024 Financial Brokers Limited UpheldInvestmentsDRN-4800397 The complaint Company A, a limited company, complains that Financial Brokers Limited (FB) gave them inappropriate advice to take out a loan and invest the proceeds. In particular, they say they were mis-sold the loan and that the investment advice was too risky. Company A is re... (6 pages)View decision -
Decision Reference DRN-4760803
17 May 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4760803 The complaint Mr S complains about the difficulties he has experienced with Nationwide Building Society’s system for verifying online transactions. What happened Mr S holds an account with Nationwide. In common with many providers, Nationwide operates a transaction verification... (2 pages)View decision
