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 125363 results
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Decision Reference DRN-3777824
18 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3777824 The complaint Mr W complains about British Gas Insurance Limited’s handling of his home emergency insurance claim. References to British Gas include its agents. What happened In April 2022, Mr W made a claim under his home emergency policy with British Gas because there was a f... (3 pages)View decision -
Decision Reference DRN-3897938
17 Jan 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3897938 The complaint Mrs S complains that Barclays Bank UK Plc (Barclays) won’t refund the money she lost when she fell victim to an investment scam. What happened I issued my provisional decision on this case in December 2022, explaining I was minded to uphold this complaint and dire... (5 pages)View decision -
Decision Reference DRN-3901670
17 Jan 2023 Tavistock Partners (UK) Limited UpheldInvestmentsDRN-3901670 The complaint Mr D says he received advice from a financial adviser in 2013. The adviser – I will call him Mr B - was an agent of Abacus Associates Financial Services Limited which is now Tavistock Partners (UK) Limited. Mr D says that he was advised to invest funds for a trust... (31 pages)View decision -
Decision Reference DRN-3580942
17 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3580942 The complaint and what happened Mr G complains Monzo Bank Ltd won’t reimburse money lost when he fell victim to an investment scam. Our investigator upheld Mr G’s complaint. He was satisfied Monzo ought to have intervened in the first payment made as part of the scam, as it was... (2 pages)View decision -
Decision Reference DRN-3902073
17 Jan 2023 Legal and General Assurance Society Limited UpheldInvestmentsDRN-3902073 The complaint Mr P has complained about Legal and General Assurance Society Limited’s (L&G) decision to decline his claim under his life and critical illness. The policy (“the policy”) this claim is under started in February 2018. I previously issued a provisional decision ... (7 pages)View decision -
Decision Reference DRN-3902065
17 Jan 2023 Legal and General Assurance Society Limited UpheldInvestmentsDRN-3902065 The complaint Mr P has complained about Legal and General Assurance Society Limited’s (L&G) decision to decline his claim under his life and critical illness policy. What happened Mr P was diagnosed with what his treating consultant described as a left frontal brain abscess... (8 pages)View decision -
Decision Reference DRN-3890419
17 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3890419 The complaint Miss H complains that NewDay Ltd trading as Aqua irresponsibly lent her a credit card. She says increases to the credit limit were taken out as a result of a coercive relationship. And she doesn’t think Aqua has treated her fairly in seeking to recover the debt. W... (8 pages)View decision -
Decision Reference DRN-3898669
17 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3898669 The complaint Mr W complains HSBC UK Bank Plc charged him interest on his credit card account but wouldn’t let him have a new credit card. What happened In November 2019 HSBC agreed not to charge interest on Mr W’s credit card account for six months as he was in financial diffi... (4 pages)View decision -
Decision Reference DRN-3816732
17 Jan 2023 MoneyGram International Limited UpheldBanking and PaymentsDRN-3816732 The complaint Mr W complains that MoneyGram International Limited (MoneyGram)returned two payments he wanted to send abroad but only refunded one. He would like the second payment refunded along with compensation. He would also like MoneyGram to be fined What happened The detai... (2 pages)View decision -
Decision Reference DRN-3890171
17 Jan 2023 Ageas Insurance Limited UpheldInsuranceDRN-3890171 The complaint Mr M complains that Ageas Insurance Limited (“Ageas”) have unfairly declined an accidental damage claim made under his home insurance policy. What happened The background of this complaint is well known to all parties, so I’ve summarised events. Mr M holds his ho... (2 pages)View decision
