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-3516698
27 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3516698 Complaint Mr T is unhappy that Monzo Bank Ltd won’t reimburse him after he fell victim to an investment scam. Background The background to this case is well known to the parties and was set out at length in the Investigator’s view, so I don’t intend to repeat it here. Briefly, ... (3 pages)View decision -
Decision Reference DRN-3896071
27 Jan 2023 MoneyGram International Limited UpheldBanking and PaymentsDRN-3896071 The complaint Mr R complains that MoneyGram International Limited closed his account without giving him an explanation. Mr R would like to know why the account was closed and to have his account reopened. What happened Mr R had an account with MoneyGram. He used it to mainly tr... (2 pages)View decision -
Decision Reference DRN-3803600
27 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3803600 The complaint Mr B complains about his home emergency insurance policy with British Gas Insurance Limited and the service he received. Any reference to British Gas includes the actions of any agents – such as engineers acting on their behalf. What happened The background to thi... (4 pages)View decision -
Decision Reference DRN-3927997
27 Jan 2023 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3927997 The complaint Mr N complained to Portal Financial Services LLP (Portal) that the advice he received in 2014 was unsuitable. What happened In January 2014, Mr N was advised by Portal to transfer two personal pensions with Reassure (with a combined value of around £25,500) to a N... (8 pages)View decision -
Decision Reference DRN-3878336
27 Jan 2023 Telefonica UK Limited UpheldConsumer CreditDRN-3878336 The complaint Ms M has complained about the way Telefonica UK Limited trading as O2 treated her in relation to a fixed sum loan agreement she took out to buy a new mobile phone. What happened Ms M says she contacted O2 to get some advice and prices on a new phone in May 2022. S... (3 pages)View decision -
Decision Reference DRN-3765559
27 Jan 2023 Pinnacle Insurance Plc UpheldInsuranceDRN-3765559 The complaint Mr W’s unhappy with Pinnacle Insurance Plc’s decision to decline his claim made on a pet insurance policy. What happened Mr W’s annual policy for his pet cat started in February 2022. His vet contacted Pinnacle to make a claim for vets’ fees incurred between Febru... (3 pages)View decision -
Decision Reference DRN-3778883
27 Jan 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3778883 The complaint In October and November 2017, Mr J invested a total of £10,000 in two 3 Year Compounding High Yield IFISA Bonds with Basset & Gold Plc (“B&G Plc”). He says that he was mis-sold the investments by Basset Gold Limited (“BG Ltd”) and this has resulted in him ... (5 pages)View decision -
Decision Reference DRN-3930446
27 Jan 2023 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3930446 The complaint Mr A complained that Mercedes-Benz Financial Services UK Limited (“MBFS”) had stopped covering repair and maintenance costs after he extended a contract hire agreement for his van. What happened Mr A acquired a new Mercedes-Benz van using a contract hire agreement... (3 pages)View decision -
Decision Reference DRN-3928700
27 Jan 2023 U K Insurance Limited UpheldInsuranceDRN-3928700 The complaint Mr and Mrs S complain that U K Insurance Limited (UKI) delayed in dealing with their claim for water damage in respect of their let property and failed to offer a reasonable settlement. What happened Mr and Mrs S were informed by their tenant of a leak causing wat... (3 pages)View decision -
Decision Reference DRN-3924441
27 Jan 2023 Aviva Insurance Limited UpheldInsuranceDRN-3924441 The complaint A company that I will call J complains about the support provided by Aviva Insurance Limited in relation to its commercial insurance policy during the COVID-19 pandemic. What happened The following is intended only as a summary of the events in question. Additiona... (3 pages)View decision
