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-3684989
6 Jan 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3684989 The complaint Mr G complains about the service he received from Admiral Insurance (Gibraltar) Limited (“Admiral”) following a claim he made for fire damage. What happened Mr G’s home was damaged in a fire in December 2020. He made a claim to Admiral and it started reinstatement... (3 pages)View decision -
Decision Reference DRN-3825733
6 Jan 2023 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3825733 The complaint Mrs W is unhappy that Sainsbury’s Bank Plc (‘SB’) declined to refund her a payment she made using her credit card. What happened In summary, Mrs W made payments towards the venue for her daughter’s wedding. She says that because of the global Covid-19 pandemic the... (4 pages)View decision -
Decision Reference DRN-3863034
6 Jan 2023 U K Insurance Limited UpheldInsuranceDRN-3863034 The complaint Mr S has complained about the way U K Insurance Limited trading as Privilege (UKI) handled a claim he made under his car insurance policy. What happened On 19 May 2022 Mr S’s car was stolen but quickly recovered damaged. Mr S wanted to use his preferred garage to ... (3 pages)View decision -
Decision Reference DRN-3826178
6 Jan 2023 Morses Club PLC UpheldConsumer CreditDRN-3826178 The complaint Mrs D, through a representative complains that Morses Club PLC (Morses) didn’t carry out proportionate affordability checks before it granted her loans. What happened Mrs D was advanced six home collected loans between March 2018 and November 2019. I’ve included s... (5 pages)View decision -
Decision Reference DRN-3857823
6 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3857823 The complaint Mr M complains that Monzo Bank Ltd registered a marker at CIFAS, the national fraud database, when it closed his account. What happened Mr M says he opened an account in July 2021 to trade in cryptocurrency. And that he was tricked by friends to allow payments int... (2 pages)View decision -
Decision Reference DRN-3878458
6 Jan 2023 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-3878458 The complaint Mrs and Mr P complain that The National Farmers’ Union Insurance Society Limited (NFUM) has declined part of their home insurance claim. Reference to NFUM will include those who acted on its behalf. What happened Mrs and Mr P made a claim with NFUM under their hom... (3 pages)View decision -
Decision Reference DRN-3829218
6 Jan 2023 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-3829218 The complaint Mr S complains that the kitchen he financed through a fixed sum loan agreement with Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF) wasn’t of satisfactory quality. What happened Mr S entered into a fixed sum loan agreement with BPF ... (4 pages)View decision -
Decision Reference DRN-3567179
6 Jan 2023 Esteem Money Ltd UpheldPensions and AnnuitiesDRN-3567179 The complaint Mr T complains about the advice given by Esteem Money Ltd to transfer the benefits from his defined-benefit (‘DB’) scheme with British Steel (‘BSPS’) to a personal pension. He says the advice was unsuitable for him and believes this has caused a financial loss. Wh... (12 pages)View decision -
Decision Reference DRN-3881205
6 Jan 2023 Close Brothers Limited UpheldConsumer CreditDRN-3881205 The complaint Mr D complains about a conditional sale agreement, which he says was fraudulently taken out in his name with Close Brothers Limited trading as Close Brothers. Throughout Mr D’s complaint with us, he has been represented by a family member. But for ease, I’ll just ... (6 pages)View decision -
Decision Reference DRN-3842515
6 Jan 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3842515 The complaint Mr R has complained about his motor insurer, Royal and Sun Alliance Insurance Limited (RSA) because it didn’t tell him it had agreed, on a without prejudice basis, that he was at fault for an accident which occurred in 2019. What happened Mr R was involved in an a... (3 pages)View decision