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 121876 results
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Decision Reference DRN-3518515
18 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3518515 The complaint Mr S is unhappy that Monzo Bank Ltd won’t refund him after he lost money to a car finance scam. Background Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, both parties accept that in July 2021, Mr S was l... (3 pages)View decision -
Decision Reference DRN-3431747
18 Jul 2022 AFH Independent Financial Services Limited UpheldPensions and AnnuitiesDRN-3431747 The complaint Mr P complains that AFH Independent Financial Services Limited (“AFH”) provided him with unsuitable advice about the transfer of some pension benefits to a new self-invested personal pension (“SIPP”) in May 2014. What happened Mr P has been assisted in making his ... (6 pages)View decision -
Decision Reference DRN-3544272
18 Jul 2022 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-3544272 The complaint Mr M is unhappy as to how Liverpool Victoria Insurance Company Limited (LV) has settled a third-party claim under his car insurance policy. What happened Mr M has a car insurance policy with LV. In November 2021 Mr M was in a car accident with a third-party. Mr W ... (2 pages)View decision -
Decision Reference DRN-3578355
18 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3578355 Complaint Miss H says that Monzo Bank Ltd (“Monzo”) unfairly recorded a default on her credit file as a result of the overdraft she had on her current account. Background Miss H applied for a current account with Monzo in January 2018. At this stage she was given an overdraft w... (4 pages)View decision -
Decision Reference DRN-3600650
18 Jul 2022 OneSavings Bank Plc UpheldMortgagesDRN-3600650 The complaint Ms M complains that OneSavings Bank Plc trading as Kent Reliance failed to set up a payment holiday. It then called and sent letters about her arrears. Ms M asks for compensation of £1,500 for the anxiety and upset this caused. What happened Ms M took out a mortga... (3 pages)View decision -
Decision Reference DRN-3600949
18 Jul 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3600949 The complaint Mr and Mrs S’s complaint is that Barclays Bank UK PLC has been unhelpful and unsympathetic, and has failed to offer them a payment arrangement, in relation to financial difficulties affecting their mortgage account. They have explained that until an insurance poli... (8 pages)View decision -
Decision Reference DRN-3130925
18 Jul 2022 Union Reiseversicherung AG UpheldInsuranceDRN-3130925 The complaint Mr and Mrs T are unhappy because Union Reiseversicherung AG (URV) hasn’t refunded the premium they paid for a travel insurance policy. What happened In the Autumn of 2019, Mr and Mrs T bought a single trip, gold, travel insurance policy, underwritten by URV (‘the ... (3 pages)View decision -
Decision Reference DRN-3591996
18 Jul 2022 ERGO Reiseversicherung AG UpheldInsuranceDRN-3591996 The complaint Mr and Mrs S are unhappy that ERGO Reiseversicherung AG declined a claim made on their travel insurance policy. All references to ERGO include its representatives. What happened In January 2020, Mr and Mrs S took out a worldwide, multi-trip, travel insurance polic... (3 pages)View decision -
Decision Reference DRN-3245127
18 Jul 2022 Portafina Investment Management Limited UpheldPensions and AnnuitiesDRN-3245127 The complaint Mr Q complains about the advice given by Portafina Investment Management Limited (‘Portafina’) in relation to a deferred defined-benefit (‘DB’) occupational pension scheme that he held. Portafina processed the transfer of Mr Q’s DB scheme benefits to a Self-Invest... (8 pages)View decision -
Decision Reference DRN-3600661
18 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3600661 The complaint Mr T is unhappy that Monzo Bank Ltd won’t refund him after he lost money to a purchase scam. Background Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, both parties accept that in February 2021 Mr T made ... (2 pages)View decision
