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 128535 results
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Decision Reference DRN-4894073
4 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4894073 The complaint Miss E has complained that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. What happened In autumn 2023, Miss E was cold-contacted by scammers offering her an online job. The job was entirely remote, with flexible hours, performin... (4 pages)View decision -
Decision Reference DRN-4930079
4 Sep 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4930079 The complaint Mr R complains about AXA Insurance UK Plc (“AXA”) and the way they settled the claim he made on his motor insurance policy. Mr R also complains about the way AXA investigated and progressed this claim. What happened The claim and complaint circumstances are wel... (4 pages)View decision -
Decision Reference DRN-5002508
4 Sep 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5002508 The complaint Mr A complains that, before it accepted his application to transfer his occupational defined benefit (‘DB’) pension scheme into a self-invested personal pension (‘SIPP’), Options UK Personal Pensions LLP (‘Options’, formerly Carey Pensions) didn’t carry out su... (36 pages)View decision -
Decision Reference DRN-4993518
4 Sep 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4993518 The complaint Mr M complains that The Royal Bank of Scotland Plc (“RBS”) won’t refund the money he lost as a result of an investment scam. He’s being represented by solicitors. To keep things simple, I’ll refer to Mr M throughout this decision. What happened The background t... (4 pages)View decision -
Decision Reference DRN-4958346
4 Sep 2024 esure Insurance Limited UpheldInsuranceDRN-4958346 The complaint Mr and Mrs L complained that esure Insurance Limited (“esure”) and its representatives took too long to progress and settle their home insurance claim due to poor service. What happened Mr and Mrs L made a claim when a leak in their home caused significant dama... (4 pages)View decision -
Decision Reference DRN-4989030
4 Sep 2024 TenetLime Ltd UpheldMortgagesDRN-4989030 The complaint Mr and Mrs D complain that Pennine Financial Services Limited – an appointed representative of TenetLime Ltd – gave them bad advice about how to make overpayments to their mortgage. What happened In 2021 Pennine gave Mr and Mrs D mortgage advice. It recommended... (2 pages)View decision -
Decision Reference DRN-5000853
4 Sep 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5000853 The complaint Mr D has complained about Creation Consumer Finance Ltd’s (“Creation”) response to a claim he made under the Consumer Credit Act 1974 (the “CCA”) and his request for money back. What happened In July 2014, Mr D bought a solar panel system (‘the system’) from a... (8 pages)View decision -
Decision Reference DRN-4983988
4 Sep 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4983988 The complaint Mr B complains that National Westminster Bank Plc (NatWest) unnecessarily declined a debit card payment he attempted. As a result, Mr B suffered inconvenience, stress and embarrassment. What happened In June 2024, Mr B attempted a debit card purchase at a reta... (3 pages)View decision -
Decision Reference DRN-5001729
4 Sep 2024 Assurant General Insurance Limited UpheldInsuranceDRN-5001729 The complaint Mr L is unhappy with the decision made by Assurant General Insurance Limited (AGI) following a claim for the loss of his mobile phone. What happened Mr L took out mobile phone insurance with AGI. In August 2023, Mr L reported the loss of his mobile phone, and ... (4 pages)View decision -
Decision Reference DRN-4999631
4 Sep 2024 Ageas Insurance Limited UpheldInsuranceDRN-4999631 The complaint Miss H complains about the settlement that Ageas Insurance Limited offered her for the total loss of her car following a claim made on her motor insurance policy. What happened Miss H’s car was damaged in an accident, and she made a claim on her policy. Ageas ... (3 pages)View decision