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-3919276
27 Jan 2023 UNUM Limited UpheldInsuranceDRN-3919276 The complaint Mr H has complained that Unum Limited declined the claim he made under his employer’s group income protection policy. What happened The facts of this complaint are well known to the parties so I won’t repeat them in detail here. In summary Mr H became absent from ... (3 pages)View decision -
Decision Reference DRN-3847529
27 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3847529 The complaint Mr B is unhappy HSBC UK Bank Plc hasn’t reimbursed funds he lost from investment scams. What happened Mr B completed an online enquiry and was contacted by three companies he believed were linked about investment opportunities. He invested with firm T, then firm A... (5 pages)View decision -
Decision Reference DRN-3754774
27 Jan 2023 Retail Money Market Ltd UpheldConsumer CreditDRN-3754774 The complaint Ms O complains Retail Money Market Ltd trading as RateSetter (RateSetter) unfairly arranged a loan which was unaffordable for her. Ms O is assisted in this matter by representatives. But, for ease, I’ll refer to Ms O throughout. What happened In June 2019, Ms O en... (3 pages)View decision -
Decision Reference DRN-3833597
27 Jan 2023 ITI Capital Limited UpheldInvestmentsDRN-3833597 The complaint Mr D complains about the time it took for ITI Capital Limited to transfer his investment ISA. What happened In 2020 Mr D’s ISA, which he held with another firm that had gone into administration, was transferred over to ITI. At the end of July 2020 Mr D received co... (3 pages)View decision -
Decision Reference DRN-3898304
27 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3898304 The complaint Miss M is unhappy that Monzo Bank Ltd won’t refund the money she lost after she fell victim to an ‘authorised push payment’ (“APP”) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it all here, But briefly, and ... (4 pages)View decision -
Decision Reference DRN-3853841
27 Jan 2023 Morses Club PLC UpheldConsumer CreditDRN-3853841 The complaint Miss M, through her representative, complains that Morses Club PLC, lent to her when she could not afford it. What happened Using information supplied by Morses, here is a loan table. The last loan is with a debt collector. Morses has agreed to put things right fo... (4 pages)View decision -
Decision Reference DRN-3907440
27 Jan 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3907440 The complaint Mr B complains about the way Royal & Sun Alliance Insurance Limited [“RSA”] has handled a claim he’s made on his home emergency insurance policy. What happened Mr B is represented by a third party in bringing this complaint. References I make to Mr B and RSA i... (2 pages)View decision -
Decision Reference DRN-3628864
27 Jan 2023 Sterling Wealth Ltd UpheldPensions and AnnuitiesDRN-3628864 The complaint Mr G complains that an appointed representative of Sterling Wealth Ltd provided him with unsuitable advice about the transfer of some pension benefits to a new self-invested personal pension (“SIPP”) in March 2017. What happened Mr G has been assisted in making hi... (6 pages)View decision -
Decision Reference DRN-3909413
27 Jan 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3909413 The complaint S complains about National Westminster Bank Plc’s decision to close its accounts. What happened S opened a business account with NatWest in June 2021. The day after, NatWest informed S it was closing its accounts with immediate notice. S wanted to know why. NatWes... (2 pages)View decision -
Decision Reference DRN-3804729
27 Jan 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3804729 The complaint Mr and Mrs S have complained about their home insurer Lloyds Bank General Insurance Limited in respect of how it handled their claim, made when they found crack damage to their garage, and because the claim was declined. This is a joint policy, but Mr S has mainly... (3 pages)View decision
