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 365360 results
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Decision Reference DRN-4965103
20 Sep 2024 George Baker (Insurance Brokers) Limited UpheldInsuranceDRN-4965103 The complaint A charity, which I’ll refer to as O, complains that George Baker (Insurance Brokers) Limited (George Baker) mis-sold an insurance policy which wasn’t suitable for its needs. O also complains that George Baker delayed renewing its poli... (3 pages)View decision -
Decision Reference DRN-5033911
20 Sep 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5033911 The complaint Mr F and Ms F – husband and daughter of the late Mrs F, complain that Options UK Personal Pensions LLP (“Options”), formerly Carey Pensions UK LLP (“Carey”) didn’t undertake sufficient due diligence on the Carbon Credits investment the late Mrs F made through h... (30 pages)View decision -
Decision Reference DRN-4823445
20 Sep 2024 Zuto Limited Not upheldConsumer CreditDRN-4823445 The complaint Miss F complains that Zuto Limited mis-sold her a hire purchase agreement. What happened In July 2022 Miss F entered into a regulated hire purchase agreement with a third party in relation to a used car. The agreement was brokered by Zuto. She complains that th... (2 pages)View decision -
Decision Reference DRN-4977516
20 Sep 2024 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-4977516 The complaint Mr R complains about poor customer service from Royal London Mutual Insurance Society Limited in connection with a life insurance policy. Mr R’s also unhappy about the way Royal London handled his complaint. What happened The background to this complaint is we... (3 pages)View decision -
Decision Reference DRN-4704708
20 Sep 2024 Secure Trust Bank Plc Not upheldConsumer CreditDRN-4704708 The complaint Miss F complains about a car she acquired under a hire purchase agreement with Secure Trust Bank Plc, trading as Moneyway. What happened In July 2022 Miss F entered into a regulated hire purchase agreement with Moneyway in relation to a used car. The car was ni... (3 pages)View decision -
Decision Reference DRN-4724010
20 Sep 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4724010 The complaint Mr M complains that HSBC didn’t send him written confirmation of a three-month payment break agreed in September 2023. He says because he didn’t get the confirmation his local council obtained an attachment of earnings order. Mr M has also complained that HSBC... (3 pages)View decision -
Decision Reference DRN-4876873
20 Sep 2024 esure Insurance Limited UpheldInsuranceDRN-4876873 The complaint Mrs T complains about the settlement paid by esure Insurance Limited when she mad a claim on a motor insurance policy. What happened Mrs T insured a car with esure. She made a claim following a collision and esure said the car should be written off. esure made ... (3 pages)View decision -
Decision Reference DRN-4982704
20 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4982704 The complaint Mr N complains that Monzo Bank Ltd (Monzo) won’t refund money he lost in an investment scam. What happened What Mr N says: Mr N says he saw a video on YouTube about an investment opportunity involving crypto currency. He filled out a contact form and was contac... (5 pages)View decision -
Decision Reference DRN-5025342
20 Sep 2024 Personal Touch Financial Services Ltd UpheldMortgagesDRN-5025342 The complaint Miss C and Mr P complain about errors and poor service when they took mortgage advice from an appointed representative of Personal Touch Financial Services Ltd, trading as PRIMIS Mortgage Network (I’ll refer to it as PRIMIS). There was a significant delay in a ... (6 pages)View decision -
Decision Reference DRN-4905365
20 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4905365 The complaint Miss A complains Revolut Ltd didn’t do enough to protect her when she fell victim to a job scam. What happened Miss A has an account with Revolut that she opened in late 2022. Miss A says she was looking for ways to supplement her income throughout 2023 to help... (3 pages)View decision
