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-4717391
25 Apr 2024 U K Insurance Limited UpheldInsuranceDRN-4717391 The complaint Mr C complains about how U K Insurance Limited (“UKI”) handled repairs to his car during a claim under his motor insurance policy. What happened Mr C had a motor insurance policy with UKI covering his car. In January 2023 he was involved in a collision with an ani... (4 pages)View decision -
Decision Reference DRN-4763188
25 Apr 2024 Intelligent Money Ltd UpheldPensions and AnnuitiesDRN-4763188 The complaint Mr H says that Intelligent Money Ltd (‘IM’) should not have accepted the instruction from his financial adviser to transfer his defined-benefit (‘DB’) pension to a Self-Invested Personal Pension (‘SIPP’). He also says that IM failed to carry out sufficient due dil... (42 pages)View decision -
Decision Reference DRN-4745963
25 Apr 2024 Madison CF UK Limited UpheldConsumer CreditDRN-4745963 The complaint Miss N has complained that Madison CF UK Limited trading as 118 118 Money (“Madison”) didn’t carry out sufficient affordability checks before it lent to her. What happened Miss N was granted one loan for £2,500 on 20 June 2020. Miss N was due to make 24 monthly r... (4 pages)View decision -
Decision Reference DRN-4517251
25 Apr 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4517251 Complaint Mrs K is unhappy that Lloyds Bank PLC didn’t reimburse her after she fell victim to a scam. Background The background to this case is well known to the parties, so I don’t intend to set it out in full here. What follows is a summary of the key events. In March 2023, M... (5 pages)View decision -
Decision Reference DRN-4763024
25 Apr 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4763024 The complaint Mr W has a self-invested personal pension (“SIPP”) with Options UK Personal Pensions LLP (“Options”), formerly Carey Pensions UK LLP (“Carey”). Mr W transferred his existing personal pension plan to an Options SIPP to invest in a property-based investment scheme i... (27 pages)View decision -
Decision Reference DRN-4755337
25 Apr 2024 Think Money Limited UpheldBanking and PaymentsDRN-4755337 The complaint Ms D is unhappy that Think Money Limited won’t refund payments she didn’t make. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the reasons for my ... (2 pages)View decision -
Decision Reference DRN-4763429
25 Apr 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4763429 The complaint Mr M complains that National Westminster Bank Plc trading as Ulster Bank (Ulster) won’t refund money he lost in an investment scam. What happened What Mr M says: Mr M has a business account and a personal account with Ulster. He suffered an investment scam on his... (4 pages)View decision -
Decision Reference DRN-4735799
25 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4735799 The complaint Miss F complains that Santander UK Plc did not take appropriate steps to recover funds she lost to a scam. What happened In October 2021 Miss F received a call that she believed to be from a well-known mobile phone retailer. She says they had details of her phone ... (2 pages)View decision -
Decision Reference DRN-4763220
25 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4763220 The complaint Mr F complains that Santander UK Plc (Santander) won’t refund money he lost in a scam. What happened What Mr F says: Mr F was accepted for a place to study abroad and needed to find somewhere to live. He looked on various websites for accommodation and was then co... (4 pages)View decision -
Decision Reference DRN-4763061
25 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4763061 The complaint Mr J is unhappy with the service he recevied from Monzo Bank Ltd when it blocked his account after he fell victim to a scam. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of some of th... (3 pages)View decision
