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-4184223
31 Jan 2024 BeaconIFA Limited UpheldPensions and AnnuitiesDRN-4184223 The complaint Mr W complains about the advice given by BeaconIFA Limited (‘Beacon’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme, the British Steel Pension Scheme (‘BSPS’), to a personal pension. He says the advice was unsuitable for him ... (6 pages)View decision -
Decision Reference DRN-4591129
31 Jan 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4591129 The complaint Mr C has complained about the quality of a car he acquired under a conditional sale agreement with Santander Consumer (UK) plc T/A Santander Consumer Finance (SCUK). What happened In April 2023 Mr C acquired a used electric car under a conditional sale agreement w... (7 pages)View decision -
Decision Reference DRN-4128710
31 Jan 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4128710 The complaint Mr G is unhappy that Santander UK Plc hasn’t refunded the £35,000 he lost after he was the victim of an investment scam. What happened In July 2022 Mr G made two transactions totalling £35,000 to a cryptocurrency provider (I will refer to as N) having seen an adve... (8 pages)View decision -
Decision Reference DRN-4551234
31 Jan 2024 Santander UK Plc UpheldMortgagesDRN-4551234 The complaint Mr R complains about the way Santander UK plc (“Santander”) handled his mortgage application. What happened In July 2022 Mr R applied as a first-time buyer for a mortgage with Santander. He wanted to borrow £330,000. From early July 2022 to mid-August 2022 Santand... (4 pages)View decision -
Decision Reference DRN-4585790
31 Jan 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4585790 The complaint Mr and Mrs M thought Royal & Sun Alliance Insurance Limited (“RSA”) unfairly voided their home insurance policy and declined their claim due to a misrepresentation made when taking out the policy. What happened Mr and Mrs M made a claim for theft from their ho... (3 pages)View decision -
Decision Reference DRN-4575776
31 Jan 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4575776 The complaint Mr G and Ms G complain about the way Fairmead Insurance Limited has dealt with a claim on their home insurance policy, in particular that they were told the claim would be treated as having a ‘nil’ value until it was finalised and would not affect their premiums. ... (5 pages)View decision -
Decision Reference DRN-4504733
31 Jan 2024 MoneyGram International Limited UpheldBanking and PaymentsDRN-4504733 The complaint Mr P complains MoneyGram International Limited provided him with poor service and unfairly closed his account. What happened The Investigator has set out the circumstances of Mr M’s complaint in detail already so I will only provide a summary of the key points her... (3 pages)View decision -
Decision Reference DRN-4593044
31 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4593044 The complaint Mr C complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost in a scam. What happened Mr C says he and his wife had recently paid around £1,000 to have their car repaired and had found out they were having a third child, which meant their existing c... (4 pages)View decision -
Decision Reference DRN-4149173
31 Jan 2024 Barclays Bank Plc UpheldInvestmentsDRN-4149173 The complaint Mr C and Mrs C complain that Barclays Bank Plc (“Barclays”) failed to provide accurate information about the value of a bond. What happened Mr C and Mrs C held a single premium insurance bond with Canada Life (CL), Barclays were the investment manager, and amongst... (3 pages)View decision -
Decision Reference DRN-4592915
31 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4592915 The complaint Mr T complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded him the money he lost in a scam. What happened Mr T is represented in this case but for ease I’ll refer to Mr T throughout my decision. Mr T says that a colleague at work who he’d known for a few months ... (5 pages)View decision
