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 121877 results
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Decision Reference DRN-4256158
23 Jan 2024 AWP P&C SA UpheldInsuranceDRN-4256158 The complaint Mr I is complaining about the way AWP P&C SA handled a claim he made on his motor warranty policy. What happened In January 2023 Mr I damaged a tyre on his car when he hit a pothole. He contacted AWP to seek assistance through his motor warranty policy which a... (4 pages)View decision -
Decision Reference DRN-4545434
23 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4545434 The complaint Mr W and Ms W complain that Monzo Bank Ltd (‘Monzo’) won’t refund the money they lost after falling victim to a scam. The complaint was brought by a representative for Mr W and Ms W, but the Monzo account is held in Ms W’s sole name. For simplicity, I’ll refer to ... (5 pages)View decision -
Decision Reference DRN-4573969
22 Jan 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4573969 The complaint Mr and Mrs J complain that Admiral Insurance (Gibraltar) Limited mishandled a claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a sports utility vehicle, made by a premium-brand sports car maker and first registe... (5 pages)View decision -
Decision Reference DRN-4533709
22 Jan 2024 MWA FINANCIAL ADVICE LTD UpheldInvestmentsDRN-4533709 The complaint The Trustees complain that MWA FINANCIAL ADVICE LTD, trading as Eversley Wealth Management (Eversley) gave them unsuitable advice in 2019, when it advised them to encash an offshore bond (held within a trust) and reinvest the proceeds. In particular, the Trustees ... (9 pages)View decision -
Decision Reference DRN-3991195
22 Jan 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3991195 The complaint Ms E complains that Sainsbury's Bank Plc (“Sainsburys”) misadvised her leading to missed credit card payments and a default on her credit file. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In... (3 pages)View decision -
Decision Reference DRN-4508788
22 Jan 2024 Wakam UpheldInsuranceDRN-4508788 The complaint Miss L complains that Wakam unfairly cancelled her home insurance policy after turning down her claim. Miss L believes Wakam acted in a discriminatory way due to her race. Wakam is the underwriter of Miss L’s policy, so it’s her insurer. This complaint is, in part... (8 pages)View decision -
Decision Reference DRN-4573597
22 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4573597 The complaint Mr M complains that HSBC UK Bank Plc (trading as first direct) won’t refund the money he lost when he fell victim to a scam. What happened In late 2021, Mr M saw a video on his phone showing investments being discussed on a well-known television show. This prompte... (6 pages)View decision -
Decision Reference DRN-4393291
22 Jan 2024 Hastings Insurance Services Limited UpheldConsumer CreditDRN-4393291 The complaint Miss S says Hastings Insurance Services Limited, trading as Hastings Direct, irresponsibly lent to her. What happened Miss S took out a 12-month loan for £1,000 in April 2023. The monthly repayments were £89.24. Miss S says her personal situation was not checked p... (3 pages)View decision -
Decision Reference DRN-4563718
22 Jan 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4563718 The complaint Ms C complains about Advantage Insurance Company Limited’s (Advantage) handling of a claim on her car insurance policy following an accident. What happened Following a road traffic accident, Ms C’s car was sent to an approved repairer through her insurance company... (4 pages)View decision -
Decision Reference DRN-4295291
22 Jan 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4295291 The complaint A charity which I’ll call ‘R’ complains that Barclays Bank UK Plc didn’t provide confirmation that their fixed term deposit had been completed as instructed. The complaint is brought on R’s behalf by one of their trustees, Mr L. What happened R told us: They want... (3 pages)View decision
