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 370903 results
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Decision Reference DRN-4985203
26 Nov 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4985203 The complaint Mr and Mrs R complain that Accredited Insurance (Europe) Ltd (“Accredited”) unfairly declined their claim for a garden wall that was damaged during a storm, under their home buildings insurance policy. What happened On 21 January 2024 Mr and Mrs R’s garden wall... (3 pages)View decision -
Decision Reference DRN-4961059
26 Nov 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4961059 The complaint Mr P complains that The Prudential Assurance Company Limited failed to provide accurate information to him about his retirement options and delayed following his instructions. What happened Mr P had two personal pension plans with Prudential. Prudential wrote ... (6 pages)View decision -
Decision Reference DRN-4623080
26 Nov 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4623080 Complaint Mr P is unhappy that Bank of Scotland plc trading as Halifax didn’t reimburse him after he told it he’d fallen victim to a scam. Background In July 2023, Mr P fell victim to a scam after he invested his money with a company I'll refer to as B. He says he heard... (3 pages)View decision -
Decision Reference DRN-4975072
26 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4975072 The complaint Mrs M complains that Monzo Bank Ltd (“Monzo”) didn’t do enough to protect her when she fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again in full here. Instead, I’ll summarise what hap... (3 pages)View decision -
Decision Reference DRN-4907142
26 Nov 2024 PayPal UK Ltd UpheldBanking and PaymentsDRN-4907142 The complaint Mr M complained because PayPal UK Ltd refused to refund him for a transaction he didn’t make. He also complained about the service he’d received. What happened In late January 2024, a payment of £100 to a perfume retailer debited Mr M’s PayPal account. Mr M sa... (3 pages)View decision -
Decision Reference DRN-5171041
26 Nov 2024 Salad Finance Limited UpheldConsumer CreditDRN-5171041 The complaint Mr R says Salad Finance Limited, trading as Salad Money, irresponsibly lent to him. What happened Mr R took out a loan for £1,000 over 18 months on 23 June 2024. The monthly repayments were £85.39 and the total repayable was £1,536.38. Mr R says the loan was un... (3 pages)View decision -
Decision Reference DRN-4823744
26 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4823744 The complaint Mr B complains that HSBC UK Bank Plc (“HSBC”) won’t refund money he lost when he fell victim to an investment scam. Mr B is being represented by a claims management company in this complaint. What happened The detailed background to this complaint is well kno... (2 pages)View decision -
Decision Reference DRN-5022324
26 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5022324 The complaint Mr and Mrs C complain that Aviva Insurance Limited (“Aviva”) unfairly declined their claim for storm damage to their roof, under their home buildings insurance policy. I’ll refer to Mr C in my decision for ease. What happened On 2 January 2024 Mr C’s roof was d... (3 pages)View decision -
Decision Reference DRN-5153174
26 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5153174 The complaint Mr P complains on behalf of the estate of Mrs P about the service he received from Bank of Scotland plc trading as Halifax. What happened Mr P is unhappy that Halifax told him that he could not close the late Mrs P’s account until he received a grant of probate... (2 pages)View decision -
Decision Reference DRN-4779599
26 Nov 2024 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-4779599 The complaint Mr M complains that Pi Financial Ltd trading as Albemarle Financial Consulting (Pi) gave him unsuitable advice to switch two personal pensions to a SIPP. What happened Our investigator set out a short background to the complaint which I have amended slightly as... (8 pages)View decision
