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-3920491
31 Jan 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-3920491 The complaint Mr D is unhappy that Starling Bank Limited won’t refund transactions he didn’t make. What happened Mr D received a text message followed by a call from someone claiming to be from Starling. They told him someone was trying to use his account and said they’d help ... (2 pages)View decision -
Decision Reference DRN-3875596
31 Jan 2023 The Claims Experts Ltd UpheldClaims ManagementDRN-3875596 The complaint Mr B complains that The Claims Experts Ltd trading as Impakt Claims (IC) have asked him to pay an unreasonable fee for work they’ve done for a mis-sold loan claim. What happened In early November 2020, Mr B signed a letter of authority (LoA) instructing IC to pur... (3 pages)View decision -
Decision Reference DRN-3752016
31 Jan 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3752016 The complaint Mr B complains that Clydesdale Bank PLC (trading as Virgin Money) gave him incorrect information about his credit card payments and provided poor customer service. What happened Mr B says that when he made a one-off manual payment on his credit card he specificall... (2 pages)View decision -
Decision Reference DRN-3933573
31 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3933573 The complaint Mrs S is unhappy that Monzo Bank Ltd won’t refund payments she didn’t make. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the reasons for my deci... (2 pages)View decision -
Decision Reference DRN-3932986
31 Jan 2023 Covea Insurance plc UpheldInsuranceDRN-3932986 The complaint Mr and Mrs S are unhappy that Covea Insurance Plc (Covea) has declined their claim for storm damage under their home insurance policy. Mr S brings this complaint on behalf of himself and Mrs S and so I have referred to Mr S throughout. What happened In February 20... (3 pages)View decision -
Decision Reference DRN-3805928
31 Jan 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3805928 The complaint Mrs H complains to Gallium Fund Solutions Limited that she was mis-sold a bond. She says she was told her investment was FCA backed and would be safe. What happened The B&G Plc Bond In 2017, Mrs H invested £15,000 in a B&G Plc 3-Year Fixed Monthly Income B... (5 pages)View decision -
Decision Reference DRN-3936101
31 Jan 2023 Rational Finance Ltd UpheldPensions and AnnuitiesDRN-3936101 The complaint Mr L complains that advice he was given by Rational Finance Ltd (“RFL”) failed to take sufficient account of his existing pension benefits, and so has caused him to be liable for a significant taxation charge. What happened Mr L has been assisted in making this co... (6 pages)View decision -
Decision Reference DRN-3413123
31 Jan 2023 Tesco Underwriting Limited UpheldInsuranceDRN-3413123 The complaint Mrs B complains Tesco Underwriting Limited unfairly declined her home insurance claim. What happened In December 2019 Mrs B made a claim on her Tesco home insurance policy. Her conservatory had developed a leak. She felt this had been caused by a recent earthquake... (3 pages)View decision -
Decision Reference DRN-3842760
31 Jan 2023 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-3842760 The complaint Mr T complains that Phoenix Life Limited (Phoenix Life) delayed the transfer of his personal pension plan (PPP) to another provider, despite him complying with all of its requirements. He says the value of his plan reduced during the delay. He wants compensation f... (4 pages)View decision -
Decision Reference DRN-3878679
31 Jan 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3878679 The complaint Mrs L complains that Casualty & General Insurance Company (Europe) Ltd (“C&G”) declined a claim she made under her pet insurance policy. What happened Mrs L has pet insurance with C&G. The policy covers vet fees up to £4,000 per condition in each polic... (3 pages)View decision
