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 125400 results
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Decision Reference DRN-4185414
14 Feb 2024 Virgin Money Unit Trust Managers Ltd UpheldInvestmentsDRN-4185414 The complaint Mrs H complains about the way Virgin Money Unit Trust Managers Ltd has handled her request to transfer her Stocks and Shares ISA to another manager. She says it has failed to answer her queries and caused a financial disadvantage. What happened Mrs H holds a stock... (5 pages)View decision -
Decision Reference DRN-4512381
14 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4512381 The complaint Mr C complains that Monzo Bank Ltd hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr C has explained that in April 2023 he made th... (4 pages)View decision -
Decision Reference DRN-4622564
14 Feb 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4622564 The complaint In summary, Mr P complains that Creation Consumer Finance Ltd, charged him an incorrect monthly payment on his credit agreement. He also says it set out an incorrect payment date on the agreement, which caused payments to be made late. In addition, he has said tha... (8 pages)View decision -
Decision Reference DRN-4622114
14 Feb 2024 Hargreaves Lansdown Advisory Services Limited UpheldInvestmentsDRN-4622114 The complaint Mr and Mrs C complain that they were given insufficient advice by Hargreaves Lansdown Advisory Services Limited (“HL”) about how to invest cash into their investment portfolios. What happened In 2010, following advice from HL, Mr and Mrs C invested in HL’s Portfol... (6 pages)View decision -
Decision Reference DRN-4593678
14 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4593678 The complaint Mr S is unhappy that Monzo Bank Ltd will not refund the money he lost as the result of a scam. Mr S has brought his complaint through a representative, I will refer solely to Mr S in this decision for ease of reading. What happened Both parties are familiar with t... (3 pages)View decision -
Decision Reference DRN-4622498
14 Feb 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4622498 The complaint Mr M complains that Scottish Widows Limited (Scottish Widows) caused delays in setting up his pension benefits causing him financial losses and distress and inconvenience. He wants compensation for his losses. What happened Mr M wanted to take his benefits from hi... (7 pages)View decision -
Decision Reference DRN-4611311
14 Feb 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4611311 The complaint Mr L complains that Red Sands Insurance Company (Europe) Limited unfairly declined part of a claim he made under his home insurance policy. Red Sands is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As ... (7 pages)View decision -
Decision Reference DRN-4621811
14 Feb 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4621811 The complaint Mr and Mrs S are unhappy that Great Lakes Insurance SE declined a claim made on their annual, multi-trip, travel insurance policy (‘the policy’). All reference to Great Lakes includes its claims handlers. What happened The details of this complaint are well known ... (4 pages)View decision -
Decision Reference DRN-4563432
14 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4563432 The complaint A complains that Barclays Bank UK PLC closed its account without notice or reason. It would like the account reopened. A is represented by its director Mrs A. What happened The detailed background of this complaint is well known to both parties. So, I’ll only prov... (4 pages)View decision -
Decision Reference DRN-4587348
14 Feb 2024 Tesco Underwriting Limited UpheldInsuranceDRN-4587348 The complaint Mr K complains about how Tesco Underwriting Limited (“Tesco”) valued his car and then made a deduction following a claim under his car insurance policy. What happened Mr K had a motor insurance policy with Tesco covering his car. In August 2023 his car was damaged... (2 pages)View decision
