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 125267 results
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Decision Reference DRN-3821487
6 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3821487 The complaint Mr W complains that Monzo Bank Ltd restricted and closed his account – and then took four weeks to send him the funds that remained. What happened Mr W had an account with Monzo. In January 2021, following a review of Mr W’s account, Monzo decided to close it. On ... (2 pages)View decision -
Decision Reference DRN-3820140
6 Jan 2023 PayrNet Limited UpheldBanking and PaymentsDRN-3820140 The complaint Mr M complains that PayrNet Limited closed his account and returned the money to source. What happened Mr M had an account with one of PayrNet’s agents. To keep things simple, I’ll refer to PayrNet throughout this decision. In June 2021, PayrNet contacted Mr M to ... (3 pages)View decision -
Decision Reference DRN-3885746
6 Jan 2023 West Bay Insurance Plc UpheldInsuranceDRN-3885746 The complaint Mrs M complains about how West Bay Insurance Plc trading as Zenith Insurance (West Bay) handled a claim on her motor insurance policy. What happened Mrs M had a motor insurance policy with West Bay covering her car. Her policy was taken out through an insurance br... (5 pages)View decision -
Decision Reference DRN-3884962
6 Jan 2023 Admiral Insurance Company Limited UpheldInsuranceDRN-3884962 The complaint Mr C is unhappy about the amount Admiral Insurance Company Limited paid in settlement of a claim he made on his motor insurance policy. What happened Mr C had a car insurance policy with Admiral, and he made a claim when the car was involved in an accident. Admira... (4 pages)View decision -
Decision Reference DRN-3774200
6 Jan 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-3774200 The complaint Mrs H says Metro Bank PLC failed to follow her payment instructions despite guaranteeing it would. She is also unhappy with the customer service it provided and with how her subsequent complaint was handled. What happened On 1 April 2022 Mrs H called Metro Bank to... (3 pages)View decision -
Decision Reference DRN-3400808
6 Jan 2023 Pensionhelp Limited UpheldPensions and AnnuitiesDRN-3400808 The complaint Mr J complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a type of personal pension plan in 2017. Pensionhelp Limited is responsible for answering this complaint and so to keep things consiste... (11 pages)View decision -
Decision Reference DRN-3886155
6 Jan 2023 QIC Europe Ltd UpheldInsuranceDRN-3886155 The complaint Mr B and Mrs B complain about how QIC Europe Ltd (QIC) dealt with a claim under their home insurance policy for damage to their property caused by bad weather. QIC use agents to administer the policy and to assess claims. Reference to QIC includes these agents. W... (5 pages)View decision -
Decision Reference DRN-3878279
6 Jan 2023 U K Insurance Limited UpheldInsuranceDRN-3878279 The complaint Mr G and Mrs G complain about U K Insurance Limited’s handling of a claim made under their home insurance policy. What happened Mr G and Mrs G have a home insurance policy underwritten by UKI which covers their buildings and contents, amongst other things. They ma... (18 pages)View decision -
Decision Reference DRN-3885785
6 Jan 2023 Admiral Insurance Company Limited UpheldInsuranceDRN-3885785 The complaint Mrs and Mr C complain that Admiral Insurance Company Limited (“Admiral”) declined a claim under their home insurance policy. When I refer to Admiral I also mean its suppliers. What happened Mrs and Mr C have a home insurance policy with Admiral. In Autumn 2021, Mr... (4 pages)View decision -
Decision Reference DRN-3886050
6 Jan 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3886050 The complaint A company, which I’ll refer to as R, complains about the way Santander carried out Know Your Customer (KYC) activity. Mr B complains on R’s behalf. What happened Santander told us: It is required to carry out KYC checks periodically in order to comply with its le... (3 pages)View decision
