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 128312 results
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Decision Reference DRN-4793537
21 Jun 2024 Aspen Insurance UK Limited UpheldInsuranceDRN-4793537 The complaint H and H bring a complaint in their capacity as directors of a limited company. They complain that Aspen Insurance UK Limited (“Aspen”) hasn’t dealt fairly with a claim made under their building insurance policy. What happened H and H found that there had been a le... (2 pages)View decision -
Decision Reference DRN-4822946
21 Jun 2024 Whiting Group Limited UpheldPensions and AnnuitiesDRN-4822946 The complaint Mr M has complained about the advice given to him by Whiting Group Limited (‘WGL’) to transfer his occupational defined benefit (‘DB’) scheme to a personal pension. Mr M believes the advice was unsuitable and has caused financial loss. The advice was provided by D... (6 pages)View decision -
Decision Reference DRN-4780822
21 Jun 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4780822 The complaint Mr R complains that Wise Payments Limited won’t refund the money he lost to an investment scammer. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint. I’v... (2 pages)View decision -
Decision Reference DRN-4862029
21 Jun 2024 Hastings Insurance Services Limited UpheldInsuranceDRN-4862029 The complaint Miss W bought a motor insurance policy through Hastings Insurance Services Limited, a broker. She and Mr G (a named driver) complained to us that Hastings had misinformed them about the extra cover they wanted to run alongside the main policy. What happened Mr G ... (3 pages)View decision -
Decision Reference DRN-4793807
21 Jun 2024 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4793807 The complaint Mr W has complained that Watford Insurance Company Europe Limited’s market valuation of his car following his claim under his motor policy is unreasonably low and therefore unfair. He also has claimed for personal items in the car which were also stolen. And he ha... (3 pages)View decision -
Decision Reference DRN-4859590
21 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4859590 The complaint Mr K complains that on visiting a branch of Barclays Bank UK PLC, he couldn't withdraw the cash amount that he wanted and had to wait around for over 2½ hours before he was finally able to do so. What happened Mr K has told us that he has a physical disabilit... (3 pages)View decision -
Decision Reference DRN-4867161
21 Jun 2024 Skrill Limited UpheldBanking and PaymentsDRN-4867161 The complaint Mr C complains that Skrill Limited (‘Skrill’) closed his account without an explanation why. He wants the account to be reopened. What happened I issued a provisional decision on this complaint earlier this month. An extract from that decision follows: “Mr C had a... (4 pages)View decision -
Decision Reference DRN-4629773
21 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4629773 Complaint Mr O is unhappy that Monzo Bank Ltd didn’t reimburse him after he told it he’d fallen victim to a scam. Background In May 2023, Mr O received a text message from an unknown number. The sender purported to be working for a well-known and reputable recruitment agency. U... (3 pages)View decision -
Decision Reference DRN-4756565
21 Jun 2024 Nationwide Building Society UpheldInvestmentsDRN-4756565 The complaint Mr D complains that Nationwide Building Society provided him with misleading information about the value he would receive on encashing the investments in his stocks and shares ISA. What happened Mr D had a stocks and shares ISA with Nationwide and intended to put ... (4 pages)View decision -
Decision Reference DRN-4777087
21 Jun 2024 Vitality Health Limited UpheldInsuranceDRN-4777087 The complaint Mr P is unhappy with the customer service he received from Vitality Health Limited when he claimed on his private medical insurance policy. What happened Mr P has raised a number of complaints with Vitality about the service he received when he made a claim on his... (2 pages)View decision