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 128535 results
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Decision Reference DRN-4042389
29 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4042389 The complaint Mr T complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In June 2021, Mr T received a phone call from someone claiming to be from the fraud team of another bank he had an account with. The caller told him f... (4 pages)View decision -
Decision Reference DRN-3953136
29 Mar 2023 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-3953136 The complaint Mr T complains that Scottish Widows Limited provided him with badly timed and misleading information about taking his pension benefits as he approached the age of 75. What happened I have issued two provisional decisions on this complaint, in June and November 202... (9 pages)View decision -
Decision Reference DRN-3996563
29 Mar 2023 Stirling House Financial Services Limited UpheldPensions and AnnuitiesDRN-3996563 The complaint Mr R complains about advice from Stirling House Financial Services Limited to transfer his personal pensions and says he suffered a loss as a result, in particular due to losing the guarantees included with his previous pension plans. What happened In 2017 Mr R sp... (10 pages)View decision -
Decision Reference DRN-4054470
29 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4054470 The complaint Mr H is unhappy that Monzo Bank Ltd won’t refund a transaction on his account he says he didn’t authorise. What happened In April 2022, Mr H received a call from someone pretending to be Monzo. He was told there was a pending transaction on his account, and they n... (4 pages)View decision -
Decision Reference DRN-4007114
29 Mar 2023 Personal Touch Financial Services Ltd UpheldMortgagesDRN-4007114 The complaint Mr and Ms S complain about delays when they took advice from an appointed representative of Personal Touch Financial Services Ltd (trading as PRIMIS Mortgage Network) in relation to a mortgage application. Interest rates increased during the delay and they ask for... (3 pages)View decision -
Decision Reference DRN-3026338
29 Mar 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3026338 The complaint Mr P complains that an unregulated business called Commercial Land and Property Brokers (CL&P) introduced him to Options UK Personal Pensions LLP, (‘Options’, which was trading as Carey Pensions UK LLP at the time of the relevant events) and gave him advice an... (29 pages)View decision -
Decision Reference DRN-3996829
29 Mar 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-3996829 The complaint Mr G complains about the amount Advantage Insurance Company Limited (“Advantage”) paid out under a claim on his motor insurance policy. What happened Mr G had a motor insurance policy with Advantage covering his car which he’d bought new. In August 2022, the car w... (3 pages)View decision -
Decision Reference DRN-4049966
29 Mar 2023 Scottish Widows Limited UpheldInvestmentsDRN-4049966 The complaint Mr and Mrs P complained that Scottish Widows Limited trading as Clerical Medical (SW) had failed to pay compensation Mr and Mrs P say they were offered by a manager at SW, following delays encashing units in their investment held with SW. They were also concerned ... (7 pages)View decision -
Decision Reference DRN-4043452
29 Mar 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4043452 The complaint Mr C complains about the incorrect information he was given by Barclays regarding his business debit card and the way that members of staff dealt with him. What happened Barclays said that Mr C disputed a payment on his personal account in July 2019. His card was ... (4 pages)View decision -
Decision Reference DRN-4020100
29 Mar 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4020100 The complaint Mr R complains that Admiral Insurance (Gibraltar) Limited (Admiral) unfairly increased his premium for his commercial multi-car insurance policy mid-term and that its failure to recover one of his cars following a claim led to it being stolen. What happened Mr R h... (2 pages)View decision