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 121262 results
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Decision Reference DRN-3600126
5 Dec 2022 American International Group UK Limited UpheldInsuranceDRN-3600126 The complaint Mr B complains that American International Group UK Limited (AIG) has unfairly refused to meet a claim he’s made on his insurance policy. What happened Mr B was in the armed forces, and holds an insurance policy his employer made available to employees. It covers ... (3 pages)View decision -
Decision Reference DRN-3828506
5 Dec 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3828506 The complaint Mr U complains that Monzo Bank Ltd won’t refund money he lost when he was the victim of a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In early 2022 Mr U was the victim of a Fore... (4 pages)View decision -
Decision Reference DRN-3724023
5 Dec 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3724023 The complaint Ms G, through her representative, complains that the loans from Everyday Lending Limited, trading as Everyday Loans, were mis-sold to her. Ms G also complains about the rate of interest charged to her. What happened Using information from Everyday Lending’s record... (7 pages)View decision -
Decision Reference DRN-3823232
5 Dec 2022 American Express Services Europe Limited UpheldBanking and PaymentsDRN-3823232 The complaint Mr M has complained American Express Services Europe Limited didn’t apply a block to his account after they confirmed they would. What happened Mr M holds an Amex card and a member of his family is a supplementary cardholder on his account. In March Mr M asked Ame... (2 pages)View decision -
Decision Reference DRN-3314441
5 Dec 2022 AJH Financial Services Ltd UpheldPensions and AnnuitiesDRN-3314441 The complaint Mr D complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a personal pension plan. AJH Financial Services Limited is responsible for answering this complaint and so to keep things consistent, I... (10 pages)View decision -
Decision Reference DRN-3834907
5 Dec 2022 AWP P&C SA UpheldInsuranceDRN-3834907 The complaint Mr and Mrs S complain that AWP P&C SA paid only part of their claim against their travel insurance policy. Reference to AWP includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in fu... (3 pages)View decision -
Decision Reference DRN-3747367
5 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3747367 The complaint Mr F is unhappy that HSBC UK Bank Plc gave him poor customer service when he experienced issues with mobile banking. What happened On 1 May 2022, Mr F wrote to his local branch asking for assistance with issues he was experiencing using his banking app which he’d ... (4 pages)View decision -
Decision Reference DRN-3809453
5 Dec 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3809453 The complaint Mr P complains about the quality of a used vehicle supplied by MotoNovo Finance Limited under a hire purchase agreement (HPA). What happened Mr P got this van near the end of October 2020 for social and commuting use. In early February 2021 it broke down and he co... (7 pages)View decision -
Decision Reference DRN-3780382
5 Dec 2022 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3780382 The complaint Mr M has complained about delays caused by Lloyds Bank General Insurance Limited (Lloyds) following a claim under his home insurance policy. References to Lloyds include companies and contractors acting on its behalf. What happened Mr M had an escape of water in a... (6 pages)View decision -
Decision Reference DRN-3654583
5 Dec 2022 KBFS Financial Limited UpheldPensions and AnnuitiesDRN-3654583 The complaint Mr L complains about the advice KBFS Financial Limited gave 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 financial loss. At the ... (16 pages)View decision
