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 125400 results
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Decision Reference DRN-3956554
10 Mar 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3956554 The complaint Ms P complains about Admiral Insurance (Gibraltar) Limited’s handling of her motor insurance claim. Admiral is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agent. As Admiral has accepted it is accountable for ... (3 pages)View decision -
Decision Reference DRN-3840763
10 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3840763 Complaint Miss L is unhappy that Monzo Bank Ltd won’t reimburse her after she fell victim to a scam. Background In May 2022, Miss L was looking into the possibility of leasing a car. She found a page on a social media platform for a company that purported to arrange leases for ... (3 pages)View decision -
Decision Reference DRN-3746106
10 Mar 2023 James Hay Administration Company Ltd UpheldPensions and AnnuitiesDRN-3746106 The complaint Mr R complained about delays caused by James Hay Administration Company Ltd trading as James Hay Partnership in switching his pension to a new provider (who I’ll refer to as “A”). What happened Mr R held a self-invested personal pension (“SIPP”) with James Hay. In... (4 pages)View decision -
Decision Reference DRN-3915293
10 Mar 2023 Phoenix Life Limited UpheldInsuranceDRN-3915293 The complaint Mr N complains that Phoenix Life Limited wrongly led him to believe that he’d be entitled to incapacity benefit under an income protection insurance policy. What happened In 2001, Mr N took out a Personal Income Protection insurance policy. The policy provided cov... (3 pages)View decision -
Decision Reference DRN-4005845
10 Mar 2023 Allianz Insurance Plc UpheldInsuranceDRN-4005845 The complaint R complains about how Allianz Insurance Plc handled and settled its claim on its home insurance policy. Mr B is a director of R and brings the complaint on its behalf. What happened R owns a number of properties for which it has property insurance with Allianz. In... (2 pages)View decision -
Decision Reference DRN-3974382
10 Mar 2023 Fair for You Enterprise CIC UpheldConsumer CreditDRN-3974382 The complaint Mr M says Fair for You Enterprise CIC irresponsibly lent to him. What happened Mr M took out five credit agreements with Fair for You. A summary of his borrowing follows, accounts 1 to 4 were loans for specific goods from a named supplier and the funds were paid d... (4 pages)View decision -
Decision Reference DRN-4010193
10 Mar 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4010193 The complaint Mr H says National Westminster Bank Plc closed his account without warning. What happened Mr H held an account with NatWest, which he last used on 17 January 2017. Due to the lack of activity on the account NatWest says it wrote to Mr H to inform him the account w... (3 pages)View decision -
Decision Reference DRN-3662464
10 Mar 2023 Complete Cover Group Ltd UpheldInsuranceDRN-3662464 The complaint Mr A complains about Complete Cover Group Ltd (CCG) referring him to an accident management company (AMC) for credit hire and repair when he called to report an accident. What happened Mr A’s car was hit in the rear by another driver. Mr A then called CCG to repor... (5 pages)View decision -
Decision Reference DRN-4009984
10 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4009984 The complaint Ms W complains that HSBC UK Bank plc (HSBC) blocked two cheques resulting in her loosing £720 tax relief on investments. She would like more compensation for the distress and inconvenience than the £60 that HSBC has offered her. What happened The details of this c... (2 pages)View decision -
Decision Reference DRN-4008203
10 Mar 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4008203 Complaint Ms B has complained about a loan Everyday Lending Limited (trading as “Everyday Loans”) provided to her. She says the loan was unaffordable. Background Everyday Loans provided Ms B with a loan for £2,500.00 in November 2018. This loan had a term of 36 months. This mea... (3 pages)View decision
