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 125299 results
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Decision Reference DRN-3721304
14 Feb 2023 Principality Building Society UpheldMortgagesDRN-3721304 The complaint Miss S is unhappy with how Principality Building Society communicated with her when she wanted to redeem her buy to let mortgage. What happened On 2 December 2020 Miss S used the secure online chat to ask Principality how much a 10% overpayment would be and if she... (7 pages)View decision -
Decision Reference DRN-3965722
14 Feb 2023 Fluent Mortgages Limited UpheldMortgagesDRN-3965722 The complaint Miss W and Mr T complain about the advice they received from Fluent Mortgages Limited when they re-mortgaged. They say it made errors which meant they had a funding shortfall. They had to find additional funds at short notice. Miss W and Mr T ask that Fluent compe... (3 pages)View decision -
Decision Reference DRN-3964445
14 Feb 2023 Barclays Bank UK PLC UpheldInvestmentsDRN-3964445 The complaint Ms P complains that Barclays Bank UK PLC delayed and then failed to correctly set up an Individual Savings Account (ISA) and to later transfer her ISA to another provider. Ms P also complains that Barclays Bank UK PLC failed to close her accounts despite several r... (3 pages)View decision -
Decision Reference DRN-3785038
14 Feb 2023 Tier One Capital Ltd UpheldPensions and AnnuitiesDRN-3785038 The complaint Mr N complains about the advice given to him by Tier One Capital Ltd to invest funds in his self-invested personal pension (“SIPP”) in a property-backed lending trust. What happened Mr N was a client of Tier One. He had meetings with advisers from the firm, provid... (6 pages)View decision -
Decision Reference DRN-3895483
14 Feb 2023 Citibank UK Limited UpheldInvestmentsDRN-3895483 The complaint Mr B complained about delays that occurred during the process of arranging an ISA transfer from Citibank UK Limited (Citi) to a third party. Citi admitted delays and service failings in respect of which it offered to pay Mr B £200 compensation. Mr B didn’t feel th... (3 pages)View decision -
Decision Reference DRN-3647098
14 Feb 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3647098 The complaint Mr G complains that Monzo Bank Ltd (“Monzo”) won’t refund him the money he’s lost after he fell victim to a purchase scam. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. I’ll recap ... (5 pages)View decision -
Decision Reference DRN-3939850
14 Feb 2023 MotoNovo Finance Limited UpheldConsumer CreditDRN-3939850 The complaint Miss G complains about the quality of a car she has been financing through an agreement with MotoNovo Finance Limited (who I’ll call “MotoNovo”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead... (3 pages)View decision -
Decision Reference DRN-3965831
14 Feb 2023 Accelerant Insurance Europe SA/NV UpheldInsuranceDRN-3965831 The complaint K, a limited company, complains that Accelerant Insurance Europe SA/NV (Accelerant) has voided its commercial property insurance policy and declined the claims it made. What happened In June 2021 K took out a commercial property insurance policy to cover a hotel i... (10 pages)View decision -
Decision Reference DRN-3965791
14 Feb 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3965791 The complaint Miss O is unhappy with the way Admiral Insurance (Gibraltar) Limited handled her motor insurance claim. What happened In January 2022 Miss O was involved in a collision. She said she was driving along when an artic lorry proceeded to veer into her lane damaging th... (2 pages)View decision -
Decision Reference DRN-3963610
14 Feb 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-3963610 The complaint Mr B says when he made a claim on his motor insurance policy, Advantage Insurance Company Limited’s service was poor, and it made an unfair decision on liability. What happened Mr B’s car was hit by another vehicle on 18 August 2021 when he was turning right into ... (5 pages)View decision
