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 121876 results
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Decision Reference DRN-3926391
3 Feb 2023 Fairmead Insurance Limited UpheldInsuranceDRN-3926391 The complaint Mr D and Mrs D complain that Fairmead Insurance Limited improperly handled their contents insurance claim and damaged their property. As the main policyholder and for ease, I’ll mainly refer to Mr D in my decision. And any reference to Fairmead includes third part... (3 pages)View decision -
Decision Reference DRN-3939347
3 Feb 2023 Tier One Capital Ltd UpheldPensions and AnnuitiesDRN-3939347 The complaint Mr N complains about unsuitable advice from Tier One Capital Ltd to invest in a construction project, which was a private funding circle (PFC) investment. He says when he wanted his money returned he was told this wasn’t possible. What happened Mr N became a Tier ... (7 pages)View decision -
Decision Reference DRN-3886002
3 Feb 2023 Inter Partner Assistance SA UpheldInsuranceDRN-3886002 The complaint Miss S is unhappy with the service received from Inter Partner Assistance SA (‘IPA’) when making a claim on her travel insurance policy – including delays in deciding the claim. What happened Miss S has the benefit of an annual, multi-trip ‘platinum’ travel insura... (3 pages)View decision -
Decision Reference DRN-3943907
3 Feb 2023 U K Insurance Limited UpheldInsuranceDRN-3943907 The complaint Miss B complains about U K Insurance Limited’s (“UKIL”) handling of her car insurance claim. UKIL are the insurers of Miss B’s policy. Part of this complaint concerns the actions of an agent. As UKIL have accepted they are accountable for the actions of the agent,... (3 pages)View decision -
Decision Reference DRN-3705084
2 Feb 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3705084 The complaint Miss Y complains that Monzo Bank Ltd (Monzo) won’t refund transactions on her account which she didn’t make. What happened The details of this complaint are well known to both parties. So rather than repeat them all again here, I’ll briefly summarise the key point... (3 pages)View decision -
Decision Reference DRN-3588081
2 Feb 2023 Cofunds Limited UpheldInvestmentsDRN-3588081 The complaint Mr F complains that Cofunds Limited failed to fully acknowledge its responsibility for financial loss due to delays during the process of arranging an ISA transfer from a third party. He is unhappy that compensation Cofunds has paid him is insufficient redress ove... (4 pages)View decision -
Decision Reference DRN-3943411
2 Feb 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3943411 The complaint Miss R complains HSBC UK Bank Plc unfairly declined a connected lender liability claim she made for breach of contract and misrepresentation in respect of building works paid for in part with her HSBC credit card. What happened I issued a provisional decision on M... (3 pages)View decision -
Decision Reference DRN-3936026
2 Feb 2023 U K Insurance Limited UpheldInsuranceDRN-3936026 The complaint Ms T complains about the level of service provided by U K Insurance Limited (UKI) when she made a claim on her roadside assistance motor insurance policy. She wants compensation and reimbursement for her expenses. What happened Ms T’s car broke down and she calle... (4 pages)View decision -
Decision Reference DRN-3942605
2 Feb 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3942605 The complaint Mr B complains that Options UK Personal Pensions LLP (“Options” - formerly Carey Pensions) accepted his investment into a self-invested personal pension (SIPP) when, he says, it shouldn’t have accepted business from the business who introduced him to Options; Cale... (45 pages)View decision -
Decision Reference DRN-3933360
2 Feb 2023 British Gas Insurance Limited UpheldInsuranceDRN-3933360 The complaint Mr H complains that British Gas Insurance Limited hasn’t handled a claim he made under his home emergency policy fairly. What happened At the events of this complaint are well known to both parties, I’ve summarised events. Mr H has a home emergency policy which i... (2 pages)View decision
