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 125299 results
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Decision Reference DRN-4670932
15 Apr 2024 U K Insurance Limited UpheldInsuranceDRN-4670932 The complaint Ms C complains about how UK Insurance Limited (“UKI”) has handled her home insurance claim. UKI is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As UKI has accepted it is accountable for the actions of ... (4 pages)View decision -
Decision Reference DRN-4704564
15 Apr 2024 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-4704564 The complaint Mrs B complains that Quilter Financial Services Ltd (Quilter) gave her unsuitable advice to transfer her pension to it. What happened In 2021, Mrs B said she wanted financial advice as she’d reached her retirement age in her Stakeholder Pension. This was held with... (8 pages)View decision -
Decision Reference DRN-4717286
15 Apr 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4717286 The complaint I, a limited company, complains that Haven Insurance Company Limited declined its claim on its commercial motor insurance policy following the theft of its van. It wants Haven to pay the claim. I is represented in this matter by its solicitors. What happened Whil... (3 pages)View decision -
Decision Reference DRN-4742924
15 Apr 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4742924 The complaint Miss S is unhappy that Metro Bank PLC sent her a notice by text that she had insufficient funds for a payment to be taken when that wasn’t the case. What happened Miss S had a safe deposit box with Metro and was making monthly payments to it from her Metro current... (3 pages)View decision -
Decision Reference DRN-4607035
15 Apr 2024 Barclays Bank Plc UpheldMortgagesDRN-4607035 The complaint Mr and Mrs P complain that Barclays Bank UK PLC unfairly removed a secured borrowing facility after it required them to repay their mortgage. They ask Barclays to reinstate the mortgage and borrowing facility, provide an apology from a main board director and pay ... (3 pages)View decision -
Decision Reference DRN-4685429
15 Apr 2024 Barclays Bank UK PLC UpheldConsumer CreditDRN-4685429 The complaint Mr S has complained that Barclays Bank UK Plc misled him when he took out a loan with it. Mr S is also unhappy that when he made an overpayment Barclays provided him with conflicting information about the remaining balance to be paid. What happened Mr S took out a... (4 pages)View decision -
Decision Reference DRN-4742494
15 Apr 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4742494 The complaint Mr D complains that Carey Pensions UK LLP (‘Carey’) (now called Options UK Personal Pensions LLP, but I’ll refer to Carey throughout for ease) failed to carry out sufficient due diligence on the investments made within his Self-Invested Personal Pension (‘SIPP’). ... (39 pages)View decision -
Decision Reference DRN-4742521
15 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4742521 The complaint Mr R has complained that Monzo Bank Ltd registered a marker against him at CIFAS, the national fraud database. What happened In January 2023, Mr R received two credits of £65 each. Monzo says it received a fraud report about these credits. It asked Mr R about the ... (3 pages)View decision -
Decision Reference DRN-4742066
15 Apr 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4742066 The complaint Mr A is unhappy that Lloyds Bank PLC blocked a transaction he wanted to make and with the service he received from Lloyds surrounding that. What happened To briefly summarise: In August 2023, Mr A attempted to make a transaction from his Lloyds account. However, t... (3 pages)View decision -
Decision Reference DRN-4515143
15 Apr 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4515143 The complaint Mr L is unhappy that a car supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited was of an unsatisfactory quality. What happened On 18 November 2022, Mr L was supplied with a used car through a hire purchase agreement with BMW. H... (4 pages)View decision
