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 121115 results
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Decision Reference DRN-4254088
24 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsPage 1 of 5The complaint Miss R complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam. What happened The detailed background to this complaint is well known to both p... (5 pages)View decision -
Decision Reference DRN-3986718
24 Oct 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3986718 The complaint Mr E complains that Options UK Personal Pensions LLP (‘Options’ – formerly Carey Pensions) shouldn’t have accepted the transfer of his defined benefit (‘DB’) pension scheme into a self-invested personal pension (‘SIPP’). The parties involved Given there were sever... (44 pages)View decision -
Decision Reference DRN-4380533
24 Oct 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4380533 The complaint Mrs H’s complaint is about a claim she made on her Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy, which was declined. Mrs H says C&G treated her unfairly and wants them to accept her claim. Mrs H is represented in this ... (3 pages)View decision -
Decision Reference DRN-4390200
24 Oct 2023 Pinnacle Insurance Plc UpheldInsuranceDRN-4390200 The complaint Mr S’ complaint is about a claim he made on his Pinnacle Insurance Plc pet insurance policy, which was declined. Mr S says the position Pinnacle has taken is unfair. He wants Pinnacle to pay his claim. Mr S’ complaint is brought by a representative, but I shall re... (3 pages)View decision -
Decision Reference DRN-3938720
24 Oct 2023 The Tavistock Partnership Limited UpheldPensions and AnnuitiesDRN-3938720 The complaint Mr P complains about the advice The Tavistock Partnership Limited (‘Tavistock’) gave to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme, the British Steel Pension Scheme (‘BSPS’) to a personal pension. He’s concerned the advice ma... (7 pages)View decision -
Decision Reference DRN-4413512
24 Oct 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4413512 The complaint Mr and Mrs K complaint that Barclays Bank UK PLC delayed their mortgage application. As a result, they lost out on the interest rate they wanted. What happened On 26 July 2022, Mr and Mrs K applied to Barclays to take out a two-year interest rate tracker product, ... (3 pages)View decision -
Decision Reference DRN-4298360
24 Oct 2023 Quilter Wealth Ltd UpheldMortgagesDRN-4298360 The complaint This complaint’s about a mortgage application that Mr P and Mrs T made through Quilter Wealth Limited (QW). They say that due to errors on QW’s part, they didn’t have enough money to complete their purchase. The transaction was delayed whilst the lender agreed to ... (5 pages)View decision -
Decision Reference DRN-4344902
24 Oct 2023 Acasta European Insurance Company Limited UpheldInsuranceDRN-4344902 The complaint Mr R is unhappy with Acasta European Insurance Company Limited’s (Acasta) decision to decline a claim made under a guarantee for an air source heat pump. What happened In December 2022, Mr R says he discovered a fault with his air source heat pump. The pump had be... (2 pages)View decision -
Decision Reference DRN-4415717
24 Oct 2023 British Gas Insurance Limited UpheldInsuranceDRN-4415717 The complaint Mrs B complains that British Gas Insurance Limited (British Gas) hasn’t fully reimbursed the costs she incurred from a third party for restoring her heating and hot water. What happened Mrs B had her boiler replaced by British Gas. Mrs B was provided with a five-y... (4 pages)View decision -
Decision Reference DRN-4205482
24 Oct 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4205482 The complaint Mr D complains about the length of time he was without a debit card from Nationwide Building Society. He’d like to be compensated for the distress this caused. What happened Mr D has an account in Nationwide. On 28 April 2023 he told them his card had been swallow... (2 pages)View decision
