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 125299 results
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Decision Reference DRN-4606867
8 Feb 2024 Scottish Widows Limited UpheldInsuranceDRN-4606867 The complaint Mr W complained that Scottish Widows Limited had failed to explain the difference between the surrender values of two Income Protection policies taken out around the same time. To put things right, Mr W wanted Scottish Widows to pay him more financial compensation... (4 pages)View decision -
Decision Reference DRN-4573327
8 Feb 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4573327 The complaint Mrs H complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of her occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In mid to late 2012, Mrs H was referred ... (43 pages)View decision -
Decision Reference DRN-4603039
8 Feb 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4603039 The complaint Mr and Mrs A have complained about the way Admiral Insurance (Gibraltar) Limited has administered their motor insurance policy. What happened As the circumstances of this complaint aren’t in dispute, I’ll summarise what’s happened. Mr A had an insurance policy fo... (3 pages)View decision -
Decision Reference DRN-4513462
8 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4513462 The complaint Mrs M complains that Santander UK Plc (Santander) won’t let her have access to some funds. What happened Mrs M has an account with Santander. She was a cousin of the wife of a recently deceased Santander customer – who I will call Mr X. I will call Mr X’s wife ‘Mr... (6 pages)View decision -
Decision Reference DRN-4603120
8 Feb 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4603120 The complaint Mr B complains about the quality of a car supplied to him by Specialist Motor Finance Limited (“SMF”). What happened Mr B acquired a used car under a hire purchase agreement with SMF in July 2022. The car cost £9,495. Under the agreement, Mr B was required to make... (7 pages)View decision -
Decision Reference DRN-4609199
8 Feb 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4609199 The complaint Mrs T complains about how Fairmead Insurance Limited (Fairmead), handled a claim under her home insurance policy for damage at her property caused by an escape of water. Any reference to Fairmead in this decision includes their agents. This complaint covers issues... (5 pages)View decision -
Decision Reference DRN-4353719
8 Feb 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4353719 The complaint Mr S complains that American Express Services Europe Limited (AESEL) hasn’t provided him with the service it should have in response to the concern he raised about the anniversary date of his credit card. What happened Mr S contacted AESEL through its chat facilit... (3 pages)View decision -
Decision Reference DRN-4441159
8 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4441159 The complaint Mr B complains that Monzo Bank Limited (Monzo) won’t refund the money he lost as a result of a scam. Mr B has used a professional representative to bring this complaint to our service and they have made submissions on his behalf. For consistency, I’ll refer to Mr ... (7 pages)View decision -
Decision Reference DRN-4566183
8 Feb 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4566183 The complaint Miss R and Mr W complain about the way Inter Partner Assistance SA (IPA) has handled a medical expenses claim they made on a travel insurance policy. As Miss R brought the complaint to us, for ease, I’ve referred mainly to her. What happened Miss R was abroad with... (3 pages)View decision -
Decision Reference DRN-4598359
8 Feb 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4598359 The complaint Mr and Mrs M have complained that Barclays Bank UK PLC has failed to treat them fairly when providing redress on a previous issue with their mortgage. What happened Mr and Mrs M have an offset mortgage with Barclays which allows them to offset the interest accrued... (5 pages)View decision
