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 130193 results
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Decision Reference DRN-4982522
19 Sep 2024 National Westminster Bank Plc UpheldConsumer CreditDRN-4982522 The complaint Mrs Y complains that National Westminster Bank plc, trading as Ulster Bank, twice incorrectly recorded her account as in arrears leading to incorrect information being recorded on her credit file. Mrs Y would like the situation resolved, and significant compens... (2 pages)View decision -
Decision Reference DRN-5022335
19 Sep 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5022335 The complaint Mr W’s complaint is that Options UK Personal Pensions LLP (formerly Carey Pensions UK LLP) (Options) failed to carry out sufficient due diligence on the proposed Carbon Credit investment for his Options’ Self-invested Personal Pension (‘SIPP’) before accepting ... (32 pages)View decision -
Decision Reference DRN-4727343
19 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4727343 Complaint Miss C is unhappy that Monzo Bank Ltd didn’t refund her after she was a victim of fraud. Background In April 2023, Miss C visited a bar in a country she was visiting as a tourist. She bought several drinks for her and her friends during that evening. However, she&#... (3 pages)View decision -
Decision Reference DRN-5012157
19 Sep 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5012157 The complaint Mr K has complained about his property insurer Accredited Insurance (Europe) Ltd (AIE) regarding a claim he made when there was a water leak at his home. What happened There was a leak in the loft at Mr K’s home on 28 January 2023 – a lot of damage was caused,... (8 pages)View decision -
Decision Reference DRN-4659585
19 Sep 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4659585 The complaint Mr R is unhappy that a car supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited (‘BMWFS’) was of an unsatisfactory quality. What happened In December 2021, Mr R was supplied with a used car through a hire purchase agreement ... (3 pages)View decision -
Decision Reference DRN-5031509
19 Sep 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-5031509 The complaint Ms A and Mr R have complained about how Advantage Insurance Company Limited (Advantage) dealt with a claim under their home insurance policy. As Ms A mainly seemed to deal with the claim and complaint, for ease, I will normally only refer to her. What happene... (7 pages)View decision -
Decision Reference DRN-5026222
19 Sep 2024 Chattertons Wealth Management Limited UpheldPensions and AnnuitiesDRN-5026222 The complaint Mr H has complained that Chattertons Wealth Management Limited unsuitably advised him to transfer five pension plans into the FEI Hybrid Risk Level 2 Medium portfolio, which it managed. Mr H has also complained about advice to transfer his stocks and shares ind... (16 pages)View decision -
Decision Reference DRN-5010135
19 Sep 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-5010135 The complaint Mr J complains Tesco Personal Finance PLC trading as Tesco Bank is holding him liable for approximately £2,000’s worth of transactions he didn’t carry out or authorise. What happened Mr J had a credit card issued by Tesco Bank. His account was opened on 1 Augus... (3 pages)View decision -
Decision Reference DRN-5029865
19 Sep 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-5029865 The complaint Miss T is unhappy with the way Advantage Insurance Company Limited handled her motor insurance claim after her vehicle was stolen. What happened Miss T took out a motor insurance policy with Advantage in September 2023. A few weeks later her vehicle was stolen... (4 pages)View decision -
Decision Reference DRN-5030677
19 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5030677 The complaint Ms H complains that Revolut Ltd won’t reimburse her the money she lost after she fell victim to an Authorised Push Payment (‘APP’) scam. What happened On 20 August 2024, I issued my provisional decision on this complaint. I wanted to give both parties a chance ... (11 pages)View decision