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-3886319
6 Jan 2023 Lighthouse Advisory Services Limited UpheldPensions and AnnuitiesDRN-3886319 The complaint I set out the background to this complaint in my earlier provisional decision, for clarity, I repeat it here. Mr E complains that Lighthouse Advisory Services Limited (Lighthouse) recommended he switch his personal pension plan with Prudential and his Section 32 (... (9 pages)View decision -
Decision Reference DRN-3661647
6 Jan 2023 Hippo Vehicle Solutions Limited UpheldConsumer CreditDRN-3661647 The complaint Mr F complains about the fee he was charged when he cancelled the conditional sale agreement Hippo Vehicle Solutions Limited (Hippo) had arranged for him for the supply of a car. What happened In May 2022 Mr F agreed that Hippo would provide finance for the supply... (3 pages)View decision -
Decision Reference DRN-3886395
6 Jan 2023 Aviva Insurance Limited UpheldInsuranceDRN-3886395 The complaint Mr P complains that Aviva Insurance Limited is responsible for a mistake in connection with his motor insurance policy. Where I refer to Aviva, I refer to the above-named insurance company and I include employees and others insofar as I hold Aviva responsible for ... (3 pages)View decision -
Decision Reference DRN-3589690
6 Jan 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3589690 The complaint Mr A complains about a default marker Barclays Bank UK Plc have recorded against him with the credit reference agencies. He’d like the marker removed. What happened Mr A held a current account with Barclays. In June 2020 two payments left his account totalling £97... (3 pages)View decision -
Decision Reference DRN-3821487
6 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3821487 The complaint Mr W complains that Monzo Bank Ltd restricted and closed his account – and then took four weeks to send him the funds that remained. What happened Mr W had an account with Monzo. In January 2021, following a review of Mr W’s account, Monzo decided to close it. On ... (2 pages)View decision -
Decision Reference DRN-3820140
6 Jan 2023 PayrNet Limited UpheldBanking and PaymentsDRN-3820140 The complaint Mr M complains that PayrNet Limited closed his account and returned the money to source. What happened Mr M had an account with one of PayrNet’s agents. To keep things simple, I’ll refer to PayrNet throughout this decision. In June 2021, PayrNet contacted Mr M to ... (3 pages)View decision -
Decision Reference DRN-3885746
6 Jan 2023 West Bay Insurance Plc UpheldInsuranceDRN-3885746 The complaint Mrs M complains about how West Bay Insurance Plc trading as Zenith Insurance (West Bay) handled a claim on her motor insurance policy. What happened Mrs M had a motor insurance policy with West Bay covering her car. Her policy was taken out through an insurance br... (5 pages)View decision -
Decision Reference DRN-3884962
6 Jan 2023 Admiral Insurance Company Limited UpheldInsuranceDRN-3884962 The complaint Mr C is unhappy about the amount Admiral Insurance Company Limited paid in settlement of a claim he made on his motor insurance policy. What happened Mr C had a car insurance policy with Admiral, and he made a claim when the car was involved in an accident. Admira... (4 pages)View decision -
Decision Reference DRN-3774200
6 Jan 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-3774200 The complaint Mrs H says Metro Bank PLC failed to follow her payment instructions despite guaranteeing it would. She is also unhappy with the customer service it provided and with how her subsequent complaint was handled. What happened On 1 April 2022 Mrs H called Metro Bank to... (3 pages)View decision -
Decision Reference DRN-3400808
6 Jan 2023 Pensionhelp Limited UpheldPensions and AnnuitiesDRN-3400808 The complaint Mr J complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a type of personal pension plan in 2017. Pensionhelp Limited is responsible for answering this complaint and so to keep things consiste... (11 pages)View decision