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 121479 results
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Decision Reference DRN-4428555
28 Nov 2023 U K Insurance Limited UpheldInsuranceDRN-4428555 The complaint Mr N complains about UK Insurance Limited trading as Privilege Insurance (Privilege), regarding a claim under his home insurance policy for the theft of a mobile phone. Privilege uses agents to administer and provide services under the policy, as well as to deal w... (4 pages)View decision -
Decision Reference DRN-4475135
28 Nov 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4475135 The complaint Mr D complains that Options UK Personal Pensions LLP (‘Options’ - formerly Carey Pensions UK LLP) shouldn’t have accepted a transfer of his defined benefits occupational pension scheme into a self-invested personal pension (‘SIPP’) via an introduction made by Cale... (45 pages)View decision -
Decision Reference DRN-4458049
28 Nov 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4458049 The complaint Ms V complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the money she lost when she was the victim of a scam. What happened Ms V is represented in this case but for ease I’ll refer to Ms V throughout this decision. What Ms V says In around April 2022 she saw ... (4 pages)View decision -
Decision Reference DRN-4482055
28 Nov 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4482055 The complaint Mrs S complains about the settlement payment Admiral Insurance (Gibraltar) Limited (Admiral) offered when her car was categorised a total loss due to flood damage, under her motor insurance policy. What happened Mrs S’s car became stuck in a flood during September... (4 pages)View decision -
Decision Reference DRN-4481863
28 Nov 2023 esure Insurance Limited UpheldInsuranceDRN-4481863 The complaint Mrs D has complained that esure Insurance Limited avoided (treated it as if it never existed) her motor insurance policy, refused to pay her claim and retained her policy premiums. What happened Mrs D took out a motor insurance policy with esure through an online ... (4 pages)View decision -
Decision Reference DRN-4452331
28 Nov 2023 Society of Lloyd's UpheldInsuranceDRN-4452331 The complaint K, a company, complains about a claim it made on its Society of Lloyd’s (‘Lloyd’s’) business protection policy for business interruption, which Lloyd’s declined. K says this was unfair. Mrs B has brought this complaint on behalf of K, but I shall refer to all subm... (4 pages)View decision -
Decision Reference DRN-3744630
28 Nov 2023 WPS Financial Group Limited UpheldPensions and AnnuitiesDRN-3744630 The complaint Mr B complains about advice he received from an appointed representative of WPS Financial Group Limited (‘WPS’). WPS is responsible for answering the complaint, so I’ll just refer to it throughout my decision. The advice was regarding the transfer of benefits from... (11 pages)View decision -
Decision Reference DRN-4479658
28 Nov 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4479658 The complaint Mrs S complains that Bank of Scotland plc trading as Halifax have unreasonably declined to refund transactions that she sent to a fraudster as part of a scam. She’d like the money refunded. What happened In September 2022, Mrs S was contacted via a social media pl... (5 pages)View decision -
Decision Reference DRN-4454029
28 Nov 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4454029 The complaint Mr R, on behalf of G, is unhappy that Lloyds Bank PLC will not refund the money he lost as the result of an authorised push payment (APP) scam. Mr R has used a representative to bring this complaint to this service. For ease, I will refer solely to Mr R in this de... (4 pages)View decision -
Decision Reference DRN-4481921
28 Nov 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4481921 The complaint Mrs H as personal representative on behalf of the estate of the late Mr H, complains that Barclays Bank UK PLC (“Barclays”) failed to transfer capital from the late Mr H’s ISA to an alternative ISA as instructed resulting in the loss of tax advantages for the bene... (4 pages)View decision
