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-4260661
25 Aug 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4260661 The complaint Mr N says Advantage Insurance Company Limited mishandled a claim he made on his motor insurance policy by not trying to gather all the evidence that was potentially available. What happened Mr N was involved in an accident on a roundabout with another driver. Each... (2 pages)View decision -
Decision Reference DRN-4319019
25 Aug 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4319019 The complaint Mr R has complained that Barclays Bank UK PLC suspended his account after a regular transaction he made was stopped. He has also complained about the service he received when attempting to lift the suspension. What happened The details of the complaint are well kn... (2 pages)View decision -
Decision Reference DRN-4318650
25 Aug 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4318650 The complaint G complains Monzo Bank Ltd didn’t reimburse the money it lost when it was the victim of a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, both parties accept that G was the victim of a... (4 pages)View decision -
Decision Reference DRN-3545622
25 Aug 2023 NTM Financial Services Ltd UpheldPensions and AnnuitiesDRN-3545622 The complaint Mr C complains about the advice NTM Financial Services Ltd (‘NTM’) gave to him 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 believes this has caused a fina... (11 pages)View decision -
Decision Reference DRN-4137023
25 Aug 2023 esure Insurance Limited UpheldInsuranceDRN-4137023 The complaint Ms H complains about how esure Insurance Limited trading as Sheilas Wheels (“esure”) progressed making recoveries from a third party following a claim under her car insurance policy. What happened Ms H had a motor insurance policy with esure covering her car. In S... (2 pages)View decision -
Decision Reference DRN-4308000
25 Aug 2023 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4308000 The complaint Mr M complained about American Express Services Europe Ltd’s service in relation to two transactions which he said he didn’t make. What happened On 19 November 2022, Mr M received a suspicious phone call about his AmEx account. The caller knew some of... (5 pages)View decision -
Decision Reference DRN-4319039
25 Aug 2023 British Gas Insurance Limited UpheldInsuranceDRN-4319039 The complaint Mrs D complains about British Gas Insurance Limited’s (BG) poor service following a claim under her home emergency policy. What happened Mrs D held a home emergency policy with BG and had been a customer for over 10 years. During this time Mrs D experienced issues... (5 pages)View decision -
Decision Reference DRN-4060300
25 Aug 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-4060300 The complaint Mrs P complains that she was mis-sold an investment she made in two bonds issued by Basset & Gold Plc (“B&G plc”). Mrs P says she misled that her capital would be protected but she has since lost her money and would like this to be refunded. What happened ... (10 pages)View decision -
Decision Reference DRN-4293623
25 Aug 2023 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4293623 The complaint Mr and Mrs J complain about Mulsanne Insurance Company Limited (Mulsanne) handling of their motor insurance claim. What happened The background of this complaint is well known to both parties. So, I’ll summarise the key points I’ve focused on within my decision. ... (3 pages)View decision -
Decision Reference DRN-4318922
25 Aug 2023 American International Group UK Limited UpheldInsuranceDRN-4318922 The complaint Mr D complains about American International Group UK Limited (AIG) who declined his claim under his gadget insurance policy. What happened Mr D had cover for two devices with AIG. During the registration process Mr D said that AIG automatically classed one of his ... (4 pages)View decision