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 121262 results
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Decision Reference DRN-4084657
19 Oct 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4084657 The complaint Mr T has complained about the quality of a car he acquired, using finance from Creation Consumer Finance Ltd. What happened In early 2022, Mr T took out a finance agreement for a used car, with a cash price of £32,000. However, he’s explained he soon experienced a... (2 pages)View decision -
Decision Reference DRN-4169231
19 Oct 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4169231 The complaint Mr B complains that Advantage Insurance Company Limited unfairly declined a claim he made on his motor insurance policy. What happened On 18 December 2022 Mr B drove his car through a pool of standing water. The next day, as it wouldn’t start, ‘garage M’ (his loca... (3 pages)View decision -
Decision Reference DRN-4408249
19 Oct 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4408249 The complaint Mrs R complains that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined a claim she made under her home insurance (buildings) policy. Mrs R is represented in her complaint by her partner, Mr L. For ease, I’ll refer to anything said by Mr L as bei... (4 pages)View decision -
Decision Reference DRN-4330804
19 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4330804 The complaint Mr G complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In July 2022, Mr G saw an advert for an investment company on a social media platform. He was interested in making some extra money, so followed the l... (4 pages)View decision -
Decision Reference DRN-4061431
19 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4061431 The complaint Mr M complains that Monzo Bank Ltd (‘Monzo’) won’t refund money he lost as the result of a scam. What happened In 2021, Mr M was contacted online by someone who I’ll refer to as C. C offered Mr M a way to increase his income by investing through a company I’ll ref... (4 pages)View decision -
Decision Reference DRN-4404229
18 Oct 2023 Embark Investment Services Limited UpheldInvestmentsDRN-4404229 The complaint Miss D says Embark Investment Services Limited, trading as Embark Platform, (“Embark”) delayed, and misled her about, the transfer to Embark of her investment portfolio. Miss D says the portfolio had a fund (“the Fund”) that was amongst assets Embark told her it c... (4 pages)View decision -
Decision Reference DRN-4362655
18 Oct 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4362655 The complaint Mrs B complains about Advantage Insurance Company Limited (Advantage) declining a claim under her home insurance policy for damage to her property. Advantage use agents to administer the policy and to assess claims. Reference to Advantage includes these agents. Wh... (4 pages)View decision -
Decision Reference DRN-4318180
18 Oct 2023 Reassured Ltd UpheldInsuranceDRN-4318180 The complaint Mrs M’s complained that Reassured Ltd didn’t accurately capture the health information provided by her husband when they bought their joint life insurance policy – as a result of which the insurer declined her claim when her husband passed away. What happened In s... (3 pages)View decision -
Decision Reference DRN-4315319
18 Oct 2023 Triodos Bank UK Limited UpheldBanking and PaymentsDRN-4315319 The complaint Mr W complains about the level of customer service he has received from Triodos Bank UK Limited (Triodos). What happened Mr W is unhappy with the interest rates offered by Triodos and that it charges a fee for his personal account. Mr W wants Triodos to use his ch... (3 pages)View decision -
Decision Reference DRN-3983110
18 Oct 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3983110 The complaint Mr M complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). He wants to be put back into the position he would have... (43 pages)View decision
