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 370149 results
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Decision Reference DRN-4956681
23 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4956681 The complaint Miss E complains about Monzo Bank Ltd. She says that Monzo didn’t do enough to protect her when she became the victim of a scam and would like it to refund her the money she has lost. What happened Miss E was introduced to a cryptocurrency investment scam via... (3 pages)View decision -
Decision Reference DRN-4961907
23 Aug 2024 Embark Services Limited UpheldPensions and AnnuitiesDRN-4961907 The complaint Mr G complained about the quality of service that Embark Services Limited (Embark) provided him in respect of the management of his self-invested personal pension (SIPP). In particular, its failure to issue rental invoices to the tenants of property held within... (5 pages)View decision -
Decision Reference DRN-4886334
23 Aug 2024 Peter Best Insurance Services Limited Not upheldInsuranceDRN-4886334 The complaint Mr A complains about Peter Best Insurance Services Limited (“PBISL”) and the clarity of their sales process when he purchased motor insurance through them in their role as a broker. What happened The claim and complaint circumstances are well known to both part... (4 pages)View decision -
Decision Reference DRN-4983006
23 Aug 2024 Assurant General Insurance Limited Not upheldInsuranceDRN-4983006 The complaint Mr A has complained about the rejection of a claim made for a stolen phone under his mobile phone insurance with Assurant General Insurance Limited. Assurant is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of th... (5 pages)View decision -
Decision Reference DRN-4961900
23 Aug 2024 Embark Services Limited UpheldPensions and AnnuitiesDRN-4961900 The complaint Mr B complained about the quality of service that Embark Services Limited (Embark) provided him in respect of the management of his self-invested personal pension (SIPP). In particular, its failure to issue rental invoices to the tenants of property held within... (5 pages)View decision -
Decision Reference DRN-4862570
23 Aug 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4862570 The complaint Ms N complains about a claim she made to HSBC UK Bank Plc in respect of a transaction she made on her credit card. What happened Ms N, using her credit card, paid a travel agent for a package holiday. However, she was refused permission to fly by the airline d... (3 pages)View decision -
Decision Reference DRN-4982967
23 Aug 2024 QIC Europe Ltd UpheldInsuranceDRN-4982967 The complaint Ms J complains that QIC Europe Ltd (QIC) settled a third-party claim against her car insurance policy and didn’t tell her. What happened Ms J had a car insurance policy underwritten by QIC. In August 2021, when completing a three-point turn, Ms J was involved... (3 pages)View decision -
Decision Reference DRN-4982869
23 Aug 2024 St James's Place UK plc UpheldInvestmentsDRN-4982869 The complaint The trustees of the Mr & Mrs W Investment Bond Trust have complained about the delays experienced with St James’s Place UK plc (‘SJP’) during the assignment of assets and release of contracts from the Trust’s Investment Bond. For ease of reference, in my d... (6 pages)View decision -
Decision Reference DRN-4602914
23 Aug 2024 Secure Trust Bank Plc Not upheldConsumer CreditDRN-4602914 The complaint Mr W complains that Secure Trust Bank Plc, trading as V12 Retail Finance, won’t refund him for a watch he bought. What happened In July 2023 Mr W used finance (a Fixed Sum Loan Agreement) provided by Secure Trust Bank Plc, trading as V12 Retail ... (3 pages)View decision -
Decision Reference DRN-4983020
23 Aug 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4983020 The complaint Mrs J is unhappy HSBC UK Bank Plc (“HSBC”), won’t reimburse her for the money she lost when she fell victim to a rental accommodation scam. Mrs J has been represented in bringing her complaint – but for ease, I’ll refer to Mrs J throughout this decision. What... (4 pages)View decision
