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 128535 results
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Decision Reference DRN-4463744
17 Nov 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4463744 The complaint Mr W is unhappy with the settlement he’s been offered by Admiral Insurance (Gibraltar) Limited following the theft of his motorhome. What happened Mr W’s home was broken into, the spare key for Mr W’s motorhome was taken and used to steal it from his driveway. Mr ... (3 pages)View decision -
Decision Reference DRN-4062446
17 Nov 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4062446 The complaint Mr W complains that Options UK Personal Pensions LLP (“Options” – formerly Carey Pensions UK LLP) shouldn’t have accepted his application to transfer his occupational pension scheme into an Options self-invested personal pension (“SIPP”). He says Options failed to... (42 pages)View decision -
Decision Reference DRN-4463597
17 Nov 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4463597 The complaint Mrs J complains that Bank of Scotland plc trading as Halifax changed her surname on her accounts and notified other companies in their wider group who also did the same. What happened Mrs J’s husband spoke to Halifax regarding his joint home insurance policy with ... (3 pages)View decision -
Decision Reference DRN-4378524
17 Nov 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4378524 The complaint Miss L has complained about the way Admiral Insurance (Gibraltar) Limited has handled her claim under her Car Insurance policy and the value it placed on her car once it had decided it should be treated as a total loss. What happened The details of this complaint ... (2 pages)View decision -
Decision Reference DRN-4462400
17 Nov 2023 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-4462400 The complaint Mr D complains that Harbour Rock Capital Limited (then trading as Portafina Investment Management Limited) took too long to provide him with advice on his pension transfer. And that the delay meant that the transfer value he received was lower than it would have b... (7 pages)View decision -
Decision Reference DRN-4462007
17 Nov 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4462007 The complaint Mrs M complains about Admiral Insurance (Gibraltar) Limited’s response to a claim made under her home emergency insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Mrs M had a h... (9 pages)View decision -
Decision Reference DRN-4430501
17 Nov 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4430501 The complaint Ms S complains that Monzo Bank Ltd won’t refund money she lost as a result of an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. But in summary, I understand... (3 pages)View decision -
Decision Reference DRN-4461456
17 Nov 2023 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-4461456 The complaint Mr M’s complaint is about a rent guarantee claim he made on his DAS Legal Expenses Insurance Company Limited (‘DAS’) rent protection insurance policy. Mr M says that DAS treated him unfairly. What happened When Mr M’s tenant defaulted on his rent repayments, Mr M ... (3 pages)View decision -
Decision Reference DRN-4460923
17 Nov 2023 Co-op Funeral Plans Limited UpheldFuneral Planning ServicesDRN-4460923 The complaint Mrs E complains about a cancellation fee Co-op Funeral Plans Limited has said will be applied to a refund of plan payments. Mrs E is represented by her daughter, Miss E. What happened In brief summary, Mrs E and her late husband took out funeral plans with Co-op. ... (3 pages)View decision -
Decision Reference DRN-4441414
17 Nov 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4441414 The complaint Miss M complains that Santander UK Plc (“Santander”) failed to refund transactions she didn’t recognise and experienced poor service when reporting the issue. What happened Miss M noticed a payment leaving her account to a merchant that she didn’t recognise and ca... (4 pages)View decision