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 120327 results
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Decision Reference DRN-4095836
11 Sep 2023 Wise Payments Limited UpheldBanking and PaymentsDRN-4095836 The complaint A company, which I’ll refer to as S, complains that Wise Payments Limited (‘Wise’) won’t refund the money it lost in a scam. Ms B and Ms A, who are directors of S, bring the complaint on S’s behalf. What happened S had used a supplier I’ll refer to in this decisio... (3 pages)View decision -
Decision Reference DRN-4302344
11 Sep 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4302344 The complaint A company, which I’ll refer to as B, complain that Advanced Payment Solutions Limited trading as Cashplus Bank won’t refund an unauthorised payment taken from their account. Mr B, a director of B, brings this complaint on B’s behalf. What happened The details of t... (3 pages)View decision -
Decision Reference DRN-4273966
11 Sep 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4273966 The complaint A limited company ‘S’ complains that HSBC UK Bank Plc didn’t do enough to prevent the loss it suffered when it sent money to an HSBC account as the result of a scam. S has brought it’s complaint through a representative. But for ease of reading, I’ll mostly just r... (7 pages)View decision -
Decision Reference DRN-4176310
11 Sep 2023 TenetConnect Limited UpheldPensions and AnnuitiesDRN-4176310 The complaint Mr T complains about the advice TenetConnect Limited trading as Tenet Network Services (Tenet) gave him to switch his personal pension to a Self-Invested Personal Pension (SIPP). What happened Mr T was advised by a representative of Tenet in 2021 to switch his per... (4 pages)View decision -
Decision Reference DRN-4186392
11 Sep 2023 esure Insurance Limited UpheldInsuranceDRN-4186392 The complaint Ms F has complained that esure Insurance Limited incorrectly cancelled her car insurance policy. Ms F was stopped by police for driving uninsured. What happened In November 2022 Ms F renewed her car insurance policy with esure by phone and paid the yearly premium ... (2 pages)View decision -
Decision Reference DRN-4329006
11 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4329006 The complaint Mr D and Miss B are unhappy with the way in which Admiral Insurance (Gibraltar) Limited handled a claim made on their travel insurance policy and the medical assistance provided whilst they were abroad. All references to Admiral include its claim handlers and medi... (3 pages)View decision -
Decision Reference DRN-4343127
11 Sep 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4343127 The complaint Mr and Mrs B complain that Metro Bank Plc didn’t do enough to prevent the loss they suffered when they were tricked into sending money to an account held with Metro Bank. Although the loss stems from a payment made from a joint account, for ease of reading, I’ll m... (5 pages)View decision -
Decision Reference DRN-4167245
11 Sep 2023 Zopa Bank Limited UpheldConsumer CreditDRN-4167245 The complaint Mr M complains that Zopa Bank Limited is holding him liable for a loan he says he didn’t apply for. What happened I wrote to both parties on 18 August 2023 setting my thoughts on this complaint. I said: “As you’re aware, a £25,000 loan was applied for in Mr M’s na... (5 pages)View decision -
Decision Reference DRN-4333434
11 Sep 2023 Covea Insurance plc UpheldInsuranceDRN-4333434 The complaint Mr M and Ms S are unhappy with how Covea Insurance plc has dealt with a claim they made under their buildings insurance policy following a water leak. At times Mr M and Ms S have been represented and at others Ms S has dealt with things. For ease of reading, I’ll ... (8 pages)View decision -
Decision Reference DRN-4338736
11 Sep 2023 Legal and General Assurance Society Limited UpheldInvestmentsDRN-4338736 The complaint Miss H is unhappy that Legal and General Assurance Society Limited has declined a claim she made on her critical illness insurance policy. What happened Miss H applied for a critical illness policy in 2014. During the application process she was asked questions ab... (6 pages)View decision
