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 121479 results
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Decision Reference DRN-3683943
21 Dec 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3683943 The complaint Mr L is unhappy Monzo Bank Ltd won’t refund transactions he didn’t make. What happened Mr L received a message from his mum asking him to follow a link – she thought this would allow him to receive a payment for something she was selling on Gumtree. Mr L did thi... (2 pages)View decision -
Decision Reference DRN-3856814
21 Dec 2022 Watford Insurance Company Europe Limited UpheldInsuranceDRN-3856814 The complaint Mrs D and Mr D complain about Watford Insurance Company Europe Limited’s decision to decline a claim made under their landlord insurance policy. What happened Mrs D and Mr D have a landlord insurance policy underwritten by Watford which covers buildings and conten... (3 pages)View decision -
Decision Reference DRN-3583887
21 Dec 2022 QBE UK Limited UpheldInsuranceDRN-3583887 The complaint A company I will refer to as W, complains about how QBE UK Limited settled its business interruption insurance claim, made as a result of the COVID-19 pandemic. What happened The following is intended only as a brief summary. Additionally, whilst other parties hav... (4 pages)View decision -
Decision Reference DRN-3870013
21 Dec 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3870013 The complaint Mr R complains that Lloyds Bank PLC has declined to fully refund the losses he incurred when he fell victim to an investment scam in 2020. What happened The parties here are aware of the circumstances of the complaint, so I won’t recount these in detail here. But ... (4 pages)View decision -
Decision Reference DRN-3822812
21 Dec 2022 Utmost Life and Pensions Limited UpheldPensions and AnnuitiesDRN-3822812 The complaint Mr W complains about the advice given by Reliance Mutual, now Utmost Life and Pensions Limited (Utmost) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believ... (8 pages)View decision -
Decision Reference DRN-3867552
21 Dec 2022 Hiscox Insurance Company Limited UpheldInsuranceDRN-3867552 The complaint Mr M, a sole trader, complains about the decision of Hiscox Insurance Company Limited to decline his claims for business interruption relating to the second and third COVID-19 lockdown periods starting in November 2020 and January 2020. He is also unhappy with the... (3 pages)View decision -
Decision Reference DRN-3865532
21 Dec 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3865532 The complaint Mr D complains that Barclays Bank UK PLC allowed his ex-partner to make changes to the mortgage they hold jointly, despite telling Barclays that he didn’t consent to any changes. What happened In 2012, Mr D took out a joint mortgage with his now ex-partner with Ba... (4 pages)View decision -
Decision Reference DRN-3869890
21 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3869890 The complaint A company, which I’ll refer to as “M”, complains that HSBC UK Bank Plc mishandled its Bounce Back Loan application and left it unable to access the government-backed scheme. Miss M is M’s director and brings the complaint on the company’s behalf. What happened M b... (3 pages)View decision -
Decision Reference DRN-3869596
21 Dec 2022 Ageas Insurance Limited UpheldInsuranceDRN-3869596 The complaint Mr D has complained about his property insurer Ageas Insurance Limited regarding flooring which was damaged by a fire at his home and a shortfall in reimbursement for his cost incurred living elsewhere. What happened There was a fire at Mr D’s home in November 201... (7 pages)View decision -
Decision Reference DRN-3694714
21 Dec 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3694714 The complaint Mr P complains that BMW Financial Services (GB) Limited (“BMWFS”), trading as Alphera Financial Services, were wrong to record adverse information to his credit file and were unresponsive when he was trying to sort things out with them. What happened The details o... (2 pages)View decision
