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 369227 results
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Decision Reference DRN-4676960
1 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4676960 The complaint Mr C has complained about the service he received from Barclays Bank UK PLC after his debit card was cancelled due to concerns that he might become victim of a scam. What happened Mr C has both a debit card and credit card with Barclays. This complaint relates to ... (3 pages)View decision -
Decision Reference DRN-4775982
1 May 2024 Collingwood Insurance Company Ltd Not upheldInsuranceDRN-4775982 The complaint Ms C complains that Collingwood Insurance Company Ltd (Collingwood) cancelled her motor insurance policy due to a declined monthly payment and refused to reinstate it. Ms C is represented by her father, Mr C, in her complaint. I’ll refer to Ms C in my decision for... (4 pages)View decision -
Decision Reference DRN-4774428
1 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4774428 The complaint Mrs M complains that Monzo Bank Ltd (“Monzo”) were slow to explain why her credit card payments didn’t reduce despite her making payments to the account. She’s also unhappy that they didn’t help when she was experiencing financial difficulty. What happened In Augu... (2 pages)View decision -
Decision Reference DRN-4689155
1 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4689155 The complaint Mr B complains that Barclays Bank UK PLC has failed to transfer the monies in his children's savings accounts to his new bank following his closure of his current account with Barclays. What happened In April 2023, Barclays carried out a KYC (know your custom... (4 pages)View decision -
Decision Reference DRN-4775916
1 May 2024 West Bay Insurance Plc UpheldInsuranceDRN-4775916 The complaint Miss B has complained about what West Bay Insurance Plc has paid in settlement of her claim under her motor insurance policy. West Bay is the underwriter of Miss B’s policy, so it’s her insurer. This complaint is, in part, about the actions of one of West Bay’s ag... (4 pages)View decision -
Decision Reference DRN-4694033
1 May 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4694033 The complaint Mr C complains about the way that Starling Bank Limited managed his bank account. Mr C wants Starling to pay more compensation than it has paid to date. What happened Mr C has a current account with Starling. In early December 2023, he transferred £20,000 from his... (4 pages)View decision -
Decision Reference DRN-3151523
1 May 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3151523 The complaint Ms M complains that Carey Pensions UK LLP (‘Carey’) (now called Options UK Personal Pensions LLP, but I’ll refer to Carey throughout for ease) shouldn’t have accepted her application for a self-invested personal pension (‘SIPP’) and that it failed to undertake due... (34 pages)View decision -
Decision Reference DRN-4736948
1 May 2024 Neilson Financial Services Limited Not upheldInsuranceDRN-4736948 The complaint Mrs B is unhappy that Neilson Financial Services Limited mis-sold her an ‘over 50’s’ whole of life insurance policy (‘the policy’). What happened Neilson sold Mrs B the policy over the phone in September 2023. She says that she was given incorrect information whic... (2 pages)View decision -
Decision Reference DRN-4775603
1 May 2024 esure Insurance Limited Not upheldInsuranceDRN-4775603 The complaint Mr B complains that following an accident, esure Insurance Limited (esure) unfairly declined to pursue the third-party’s insurer unless repairs were first arranged to his car, under his motor insurance policy. What happened Mr B was involved in a car accident in D... (6 pages)View decision -
Decision Reference DRN-4773344
1 May 2024 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-4773344 The complaint Mr S has complained that Fortegra Europe Insurance Company Ltd (Fortegra) hasn’t dealt with a claim fairly under a furniture warranty. What happened Mr S had a sofa warranty. He contacted Fortegra to make a claim for mud on his sofa caused by a dog jumping on it. ... (3 pages)View decision
