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
-
Decision Reference DRN-4721917
22 Apr 2024 Prudential Pensions Limited UpheldPensions and AnnuitiesDRN-4721917 The complaint Mr T’s complaint is that Prudential Pensions Limited (PPL) stopped sending him monthly portfolio statements in August 2022. When he called to query what had happened, he got through to a business I’ll refer to as business A. It told him it couldn’t locate his pens... (4 pages)View decision -
Decision Reference DRN-4718048
22 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4718048 The complaint Mrs O and Mr O complain that HSBC UK Bank Plc (HSBC) didn’t credit their reward points. What happened Mrs O and Mr O took part in HSBC’s Premier reward programme and as part of that, wanted to transfer their reward points to their British Airways account. On 19 De... (3 pages)View decision -
Decision Reference DRN-4702610
22 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4702610 The complaint Miss I is unhappy that Santander UK Plc won’t reimburse her for money she lost as a result of a scam. Miss I is being represented by a claims management company but for ease of reading I’ll only refer to Miss I below. What happened In June 2021 Miss I was research... (6 pages)View decision -
Decision Reference DRN-4756449
22 Apr 2024 The Baxendale Insurance Company dac Not upheldInsuranceDRN-4756449 The complaint Ms M complains that The Baxendale Insurance Company dac (Baxendale) only partly settled a claim she made under her transit and storage insurance policy. What happened Ms M purchased a transit and storage insurance policy to cover her contents when being stored and... (4 pages)View decision -
Decision Reference DRN-4755917
22 Apr 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4755917 The complaint Mr K complains about the quality of a car he has been financing through an agreement with MotoNovo Finance Limited (who I’ll call MotoNovo). What happened I issued a provisional decision on this complaint earlier this year. An extract from that provisional decisio... (3 pages)View decision -
Decision Reference DRN-4705302
22 Apr 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4705302 The complaint Mr K complains that National Westminster Bank Plc won’t refund the money he lost after he fell victim to an Authorised Push Payment (APP) scam. What happened Mr K says family members told him about a cryptocurrency investment opportunity. And, after doing some res... (3 pages)View decision -
Decision Reference DRN-4743509
22 Apr 2024 U K Insurance Limited Not upheldInsuranceDRN-4743509 The complaint Mr S complains that U K Insurance Limited (UKI) cancelled his car insurance policy without telling him and he was then stopped by the Police for driving without insurance. What happened Mr S took out a car insurance policy with UKI on 20 September 2023 to start on... (4 pages)View decision -
Decision Reference DRN-4746321
22 Apr 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4746321 The complaint Mrs C and Mr H have complained that Astrenska Insurance Limited declined a claim they made on a travel insurance policy. As it is Mrs C leading on making the complaint, I’ll mostly just refer to her in this decision. What happened In January 2023 Mrs C, Mr H and t... (2 pages)View decision -
Decision Reference DRN-4454783
22 Apr 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4454783 The complaint Mrs B complains about a vehicle she acquired with finance provided by MotoNovo Finance Limited. What happened In April 2022, Mrs B entered into a regulated hire purchase agreement with MotoNovo in relation to a used vehicle. The vehicle was three years old, and ha... (2 pages)View decision -
Decision Reference DRN-4755647
22 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4755647 The complaint Mr P complains Monzo Bank Ltd (“Monzo”) restricted and closed his account. And that it unfairly registered a fraud marker against him, and his overdraft debt should be written off. Mr P says this has caused him substantive distress, inconvenience, and the loss of ... (4 pages)View decision
