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 120614 results
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Decision Reference DRN-4151499
3 Aug 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4151499 The complaint Mr and Mrs C complain that Admiral Insurance (Gibraltar) Limited provided poor customer service when Mr C required medical assistance abroad. For ease, any mention of Admiral includes its agents. What happened In June 2022 Mr and Mrs C took out an annual multi tri... (3 pages)View decision -
Decision Reference DRN-3628236
3 Aug 2023 Michael James UpheldPensions and AnnuitiesDRN-3628236 The complaint Mr R complains about the advice given by Michael James trading as West Country Financial (‘Michael James’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a personal pension. He says the advice wa... (14 pages)View decision -
Decision Reference DRN-4279911
3 Aug 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4279911 The complaint Mr P complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In 2012, Mr P says he was approached by a... (43 pages)View decision -
Decision Reference DRN-4216827
3 Aug 2023 Oodle Financial Services Limited UpheldConsumer CreditDRN-4216827 The complaint Mr D is unhappy how Oodle Financial Services Limited trading as Oodle Car Finance handled his request for help following the Covid-19 pandemic. What happened In June 2019, Mr D acquired a car under a hire purchase agreement with Oodle. The agreement was for 60 mon... (3 pages)View decision -
Decision Reference DRN-3928558
3 Aug 2023 Revolut Ltd UpheldBanking and PaymentsDRN-3928558 The complaint Mr C complains that Revolut Ltd (Revolut) has refused to refund him the money he lost as a result of a scam. Mr C is being represented by a third party. To keep things simple, I will refer to Mr C throughout my decision. What happened The background of this compla... (4 pages)View decision -
Decision Reference DRN-3888472
3 Aug 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3888472 The complaint Miss A has complained that Monzo Bank Ltd (Monzo) has refused to refund her the money she lost falling victim to a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Miss A was ... (3 pages)View decision -
Decision Reference DRN-4257519
3 Aug 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4257519 The complaint Mr W complains that Monzo Bank Ltd won’t reimburse the money he lost to a scam. What’s happened? Mr W has fallen victim to a cryptocurrency investment scam. In summary, he’s explained that he came across a company I’ll refer to as ‘T’ whilst using a popular social... (4 pages)View decision -
Decision Reference DRN-4273719
3 Aug 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4273719 The complaint Miss M complains about how Haven Insurance Company Limited settled her commercial motor insurance policy. What happened Miss M had a commercial motor insurance policy for her vehicle. In October 2022 she made a claim following an accident. Haven accepted her claim... (3 pages)View decision -
Decision Reference DRN-4174833
3 Aug 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4174833 The complaint E complains that AXA Insurance UK Plc (“AXA”) unfairly declined a legal expenses insurance (“LEI”) claim under its management liability policy. Any reference to E or AXA includes respective agents and representatives. What happened The background of this complaint... (3 pages)View decision -
Decision Reference DRN-4269104
3 Aug 2023 Coventry Building Society UpheldBanking and PaymentsDRN-4269104 The complaint Mr G complains that Coventry Building Society (‘CBS’) failed to do enough to protect him when he fell victim to a crypto investment scam. What happened Mr G was contacted by a woman, who I’ll refer to as “C” on an online dating platform. After a few weeks of conta... (7 pages)View decision
