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-3728114
1 Feb 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3728114 The complaint Miss W is unhappy Monzo Bank Ltd won’t refund transactions she didn’t make. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the reasons for my deci... (2 pages)View decision -
Decision Reference DRN-3939322
1 Feb 2023 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3939322 The complaint Ms W complains about a motor finance agreement she had with Mercedes-Benz Financial Services UK Limited (MBFS). Ms W exercised her right to hand the vehicle back early but is unhappy that MBFS has applied additional charges at the end of the contract relating to d... (7 pages)View decision -
Decision Reference DRN-3937073
1 Feb 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3937073 The complaint Mr C complains Barclays Bank UK Plc registered a fraud marker at CIFAS, the national fraud database and closed his account. He doesn’t think it’s treated him fairly. He’d like Barclays to compensate him for the difficulties this caused. What happened I issued my p... (4 pages)View decision -
Decision Reference DRN-3902324
1 Feb 2023 Great Lakes Insurance SE UpheldInsuranceDRN-3902324 The complaint Miss J and Mr S are unhappy Great Lakes Insurance SE turned down a claim they made on their wedding insurance policy. What happened Miss J and Mr S took out wedding insurance with Great Lakes to cover a wedding originally scheduled for August 2020. The date had to... (2 pages)View decision -
Decision Reference DRN-3782076
1 Feb 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3782076 The complaint Mr D feels that NewDay Limited has treated him unfairly in relation to the purchase of a golf trip. What happened In April 19 Mr D arranged a golf trip for a total of eight people abroad. The trip included all- inclusive accommodation, transfers and five golf roun... (3 pages)View decision -
Decision Reference DRN-3277958
1 Feb 2023 Graham Carter Financial Services Limited UpheldInvestmentsDRN-3277958 The complaint The executors of the estate of Mrs R complain that Graham Carter Financial Services Limited trading as Graham Carter & Co gave unsuitable investment advice. They also complain that Graham Carter & Co failed to review Mrs R’s investment portfolio which has ... (3 pages)View decision -
Decision Reference DRN-3844480
1 Feb 2023 QIC Europe Ltd UpheldInsuranceDRN-3844480 The complaint Mr P has complained that QIC Europe Ltd (QIC) unfairly declined part of a claim for storm damage under his home insurance policy. What happened Following a storm, Mr P found damage to the boundary wall, the porch and the gable verge pointing of his home. So, he co... (3 pages)View decision -
Decision Reference DRN-3936357
1 Feb 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3936357 The complaint Ms M complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of her occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In early 2012, Ms M spoke with a represen... (44 pages)View decision -
Decision Reference DRN-3938649
1 Feb 2023 Sun Life Assurance Company of Canada (U.K.) Limited UpheldInvestmentsDRN-3938649 The complaint Mr H complained about the way Sun Life Assurance Company of Canada (U.K.) Limited (‘Sun Life’) handled his query about a proposed increase in his Income Replacement Plan payments. He also felt he was misled about the plan benefits and not told that the value of hi... (6 pages)View decision -
Decision Reference DRN-3818343
1 Feb 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3818343 The complaint Ms V complains she was mis-sold investment bonds by Basset Gold Limited (BG Ltd) which has caused her a financial loss as they weren’t secure and she hasn’t received a return on her investment. Background The B&G Plc Bond Ms V invested in a B&G Plc four-ye... (5 pages)View decision