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 123872 results
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Decision Reference DRN-3709072
17 Oct 2022 QIC Europe Ltd UpheldInsuranceDRN-3709072 The complaint Mr B has complained that QIC Europe Ltd (QIC) unfairly declined a claim for storm damage under a home insurance policy. What happened Mr B contacted QIC to report storm damage to the roof and chimney and said water had leaked into the loft. QIC asked Mr B to send ... (3 pages)View decision -
Decision Reference DRN-3706931
17 Oct 2022 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3706931 The complaint Mrs M complains that Sainsbury's Bank Plc failed to protect her account and provided poor customer service. What happened Mrs M was subject to an account takeover on her Sainsbury’s credit card account. The fraudster was able to obtain enough detail about her... (4 pages)View decision -
Decision Reference DRN-3560267
17 Oct 2022 Burfield Financial Planning Limited UpheldPensions and AnnuitiesDRN-3560267 The complaint Mr H complains about the advice given by Burfield Financial Planning Limited (‘BFPL’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has caused... (11 pages)View decision -
Decision Reference DRN-3630408
17 Oct 2022 Financial Administration Services Limited UpheldInvestmentsDRN-3630408 The complaint Mrs B complains that Financial Administration Services Limited (“Fidelity”) disinvested one of the funds in her ISA without consent. Mrs B is represented by her son, Mr B, who I will also refer to throughout this decision. What happened The facts of this complaint... (3 pages)View decision -
Decision Reference DRN-3757735
17 Oct 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3757735 The complaint Miss C complains that Monzo Bank Ltd (‘Monzo’) has not refunded the money she lost in an investment scam. What happened Miss C says that she was contacted via social media by someone I’ll refer to as A in my decision. A asked Miss C if she was interested in making... (4 pages)View decision -
Decision Reference DRN-3744870
17 Oct 2022 Lloyds Bank PLC UpheldConsumer CreditDRN-3744870 The complaint Miss M complains that Lloyds Bank PLC (Lloyds) defaulted her loan account. What happened Miss M took out a loan for £5,000 from Lloyds in March 2019. Payments were £175.72 per month. These were made until May 2020 when Miss M’s income was affected by the pandemic.... (4 pages)View decision -
Decision Reference DRN-3747037
17 Oct 2022 Experian Limited UpheldConsumer CreditDRN-3747037 The complaint Mr A has complained that Experian Limited mixed up his credit file data with his sibling’s. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. In 2021, Mr A discovered that he and his sibling’s credit file data had been mi... (4 pages)View decision -
Decision Reference DRN-3747874
17 Oct 2022 Omni Capital Retail Finance Limited UpheldConsumer CreditDRN-3747874 The complaint Mr H complains about a timber framed summerhouse he bought using a fixed sum loan with Omni Capital Retail Finance Limited. What happened In June 2021 Mr H bought a flat packed timber framed summerhouse from an online supplier. To pay for the summerhouse, Mr H too... (6 pages)View decision -
Decision Reference DRN-3744945
17 Oct 2022 Acromas Insurance Company Limited UpheldInsuranceDRN-3744945 The complaint Ms N and Mr W complain about how Acromas Insurance Company Limited has handled a claim made on their motor insurance policy. Ms N is a named driver on Mr W’s policy. What happened Mr W’s car was damaged in an incident and Acromas took it to its approved repairer ... (4 pages)View decision -
Decision Reference DRN-3455118
17 Oct 2022 Scottish Friendly Assurance Society Limited UpheldPensions and AnnuitiesDRN-3455118 The complaint Mrs W complains that Scottish Friendly Assurance Society Limited (Scottish Friendly) failed to advise her about processing deadlines and then caused delays in making a withdrawal from her pension plan. This resulted in the payment being made to her in the wrong ta... (4 pages)View decision
