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 119592 results
-
Decision Reference DRN-5422643
25 Mar 2025 Liverpool Victoria Financial Services Limited UpheldPensions and AnnuitiesDRN-5422643 The complaint Mr J has complained about a transfer of his Liverpool Victoria Financial Services Limited (LV) personal pension to the Incartus Investment Pension Scheme 2 (‘the scheme’) – an occupational pension scheme (OPS) – in January 2016. The scheme has been suspected of... (11 pages)View decision -
Decision Reference DRN-5038607
25 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5038607 The complaint Mr P is unhappy that HSBC UK Bank Plc trading as first direct (“First Direct”) won’t reimburse money he lost to a scam. What happened The background to this complaint has been set out in some detail by our investigator. I won’t repeat it all here. Briefly I u... (5 pages)View decision -
Decision Reference DRN-5424650
25 Mar 2025 Millennium Insurance Company Limited UpheldInsuranceDRN-5424650 The complaint Mr B has complained that his European motor breakdown insurer, Millennium Insurance Company Limited (‘Millennium’), is refusing to repatriate his car after it broke down whilst abroad. Millennium is the underwriter of this policy i.e., the insurer. During the ... (4 pages)View decision -
Decision Reference DRN-4992556
25 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4992556 The complaint Mr D complains Monzo Bank Ltd (“Monzo”) has declined to offer him a refund after he fell victim to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t go into too much detail again here. However, in summary... (6 pages)View decision -
Decision Reference DRN-5400398
25 Mar 2025 esure Insurance Limited UpheldInsuranceDRN-5400398 The complaint Mr H and Mrs M complain that esure Insurance Limited haven’t given a fair settlement valuation for their car after it was deemed a total loss, and that they closed the claim without reason which delayed the settlement being paid, and Mrs M making a personal inj... (3 pages)View decision -
Decision Reference DRN-5327730
25 Mar 2025 Motorpoint Limited UpheldConsumer CreditDRN-5327730 The complaint Mr C complains about the way that Motorpoint Limited, trading as Motorpoint, dealt with the payments due from him for a car that was supplied to him under a hire purchase agreement. What happened I issued a provisional decision on this complaint earlier this mo... (4 pages)View decision -
Decision Reference DRN-5424204
25 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5424204 The complaint Mr R complains about Royal & Sun Alliance Insurance Limited’s decision to decline cover for part of the damage to his home, under a buildings insurance claim. Royal & Sun Alliance Insurance Limited (RSA) has been represented on the claim by its agents. ... (4 pages)View decision -
Decision Reference DRN-5362914
25 Mar 2025 Black Horse Limited UpheldConsumer CreditDRN-5362914 The complaint Mr O complains that a car supplied to him under a hire purchase agreement with Land Rover Financial Services (LRFS) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional d... (5 pages)View decision -
Decision Reference DRN-5424242
25 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5424242 The complaint Mr T complains HSBC UK Bank Plc blocked his debit card, meaning two payments to a hotel company did not occur and he lost his holiday booking. What happened I sent the parties a provisional decision in March 2025, in which I set out the following background inf... (4 pages)View decision -
Decision Reference DRN-5424135
25 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5424135 The complaint Mr R is unhappy that Revolut Ltd (“Revolut”) didn’t reimburse him after he fell victim to a scam. What happened I issued a provisional decision for this complaint on 10 March 2025. In it I set out the background and my proposed findings. I’ve included a copy o... (9 pages)View decision
