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 128312 results
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Decision Reference DRN-3328779
15 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3328779 The complaint A company, which I will refer to as M, complains that HSBC UK Bank Plc didn’t do enough to prevent them losing out financially as a result of an authorised push payment (‘APP’) fraud. What happened The background to the complaint is well known to both parties and ... (4 pages)View decision -
Decision Reference DRN-4025988
15 Mar 2023 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4025988 The complaint Mr R complains that Scottish Widows trading as Clerical Medical (‘Scottish Widows’) failed to correctly carry out his investment fund change instructions to his pension plan. And when he asked it to correct its mistakes, it failed to do so on numerous occasions. W... (3 pages)View decision -
Decision Reference DRN-4013873
15 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4013873 Complaint Miss M is unhappy that Monzo Bank Ltd won’t reimburse her after she fell victim to an investment scam. Background In November 2021, Miss M fell victim to an investment scam. She was contacted on a social media platform by someone who claimed they could earn her a gene... (3 pages)View decision -
Decision Reference DRN-3967998
15 Mar 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3967998 The complaint Mr A complains that AA Underwriting Insurance Company Limited (AAUICL) unfairly cancelled his car insurance policy. What happened Mr A took out a car insurance policy with AAUICL. When he took out the policy, he also added his brother as a named driver. AAUICL the... (3 pages)View decision -
Decision Reference DRN-3740550
15 Mar 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3740550 The complaint Ms J complains that Royal & Sun Alliance Insurance Limited (RSA) has continued to add delays with the handling and settlement of her building’s insurance claim. What happened The details of this complaint are well known to both parties, so I won’t repeat them ... (2 pages)View decision -
Decision Reference DRN-3966461
15 Mar 2023 Specialist Motor Finance Limited UpheldConsumer CreditDRN-3966461 The complaint Mr M complains about the quality of a car he has been financing through an agreement with Specialist Motor Finance Limited (who I’ll call “SMF”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead... (3 pages)View decision -
Decision Reference DRN-4014592
15 Mar 2023 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4014592 The complaint Mr T complains that Moneybarn No.1 Limited (“Moneybarn”) provided him with a loan when he couldn’t afford the repayments on it. What happened Mr T entered into a conditional sale agreement with Moneybarn in December 2015 for a car. He borrowed around £6,000 to be ... (3 pages)View decision -
Decision Reference DRN-3971894
15 Mar 2023 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-3971894 The complaint Mr W complains about the advice Zurich Assurance Ltd gave to him 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 a financial loss. At... (5 pages)View decision -
Decision Reference DRN-3993699
15 Mar 2023 PayrNet Limited UpheldBanking and PaymentsDRN-3993699 The complaint Mr C complains that PayrNet Limited blocked his account and returned the money to the original source rather than to him. What happened In September 2021, PayrNet blocked Mr C’s account and held the money in it. They asked Mr C for some documentation relating to M... (3 pages)View decision -
Decision Reference DRN-3965752
15 Mar 2023 AWP P&C SA UpheldInsuranceDRN-3965752 The complaint Mr C complains that AWP P&C SA unfairly turned down his claim on his mechanical breakdown insurance policy. What happened Mr C has a manufacturer’s extended warranty which is provided by AWP. The heating in Mr C’s car stopped working so he took it to the manuf... (3 pages)View decision