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 364862 results
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Decision Reference DRN-4729660
2 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4729660 The complaint Miss W has complained that Wise Payments Limited (“Wise”) failed to protect her from falling victim to an employment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summ... (3 pages)View decision -
Decision Reference DRN-5236924
2 Jan 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5236924 The complaint Mrs K complains about Tesco Underwriting Limited’s decision to cancel her car insurance policy. What happened Mrs K took out a car insurance policy with Tesco in September 2022. She told Tesco she had one years’ no claims discount (NCD). In July 2023, Mrs K sen... (4 pages)View decision -
Decision Reference DRN-5145239
2 Jan 2025 Atlanta Insurance Intermediaries Limited Not upheldInsuranceDRN-5145239 The complaint Mr T complains that Atlanta Insurance Intermediaries Limited (“Atlanta”) offered an unfair price at renewal and refused to log a complaint about the price increase, under his home buildings insurance policy. What happened Mr T says he owns the property insured ... (3 pages)View decision -
Decision Reference DRN-5106145
2 Jan 2025 Starr International (Europe) Limited Not upheldInsuranceDRN-5106145 The complaint Mrs C complains that Starr International (Europe) Limited turned down a claim she made on her mobile phone insurance policy. My references to Starr include its agents. What happened Mrs C has mobile phone insurance with Starr. On 27 January 2024 Mrs C made a c... (4 pages)View decision -
Decision Reference DRN-5204384
2 Jan 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5204384 The complaint Mr K is unhappy with several aspects of the service he received from Metro Bank PLC surrounding an ISA transfer. What happened Mr K wanted to transfer his ISA to Metro from another provider (which I’ll refer to as ‘X’) and he submitted an ISA transfer request t... (3 pages)View decision -
Decision Reference DRN-5172961
2 Jan 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5172961 The complaint Mrs K has complained that Zempler Bank Limited trading as Cashplus acted irresponsibly when it provided her with a credit card in June 2023. Background Mrs K applied for a credit card with Cashplus in June 2023. Her application was approved, and she was given a... (3 pages)View decision -
Decision Reference DRN-5236790
2 Jan 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5236790 The complaint Mr Q complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) declined a claim for the loss of his coin collection under his household insurance policy. What happened Mr Q had a household insurance policy with Admiral covering his home and belongings. H... (3 pages)View decision -
Decision Reference DRN-5027912
2 Jan 2025 Leabold Financial Management Ltd Not upheldPensions and AnnuitiesDRN-5027912 The complaint Miss T has complained about the advice given by Leabold Financial Management Ltd to not transfer her defined benefit (“DB”) occupational pension scheme to another pension. She feels the advice was based on inaccurate information and didn’t meet her objectives. ... (5 pages)View decision -
Decision Reference DRN-4895274
2 Jan 2025 The Royal London Mutual Insurance Society Limited Not upheldInvestmentsDRN-4895274 The complaint Mr T complains on behalf of his wife, Mrs T, that The Royal London Mutual Insurance Society Limited provided misleading information ahead of him transferring Mrs T’s ISA to another provider. He argues his reliance on this information has caused Mrs T a financia... (4 pages)View decision -
Decision Reference DRN-5237508
2 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5237508 The complaint Mrs S complains that Clydesdale Bank Plc (trading as Virgin Money) won’t refund her the money she lost in an advance fee scam. Mrs S is being represented by a third-party, but for ease of reading I’ll refer to Mrs S only. What happened I’ll summarise what I co... (5 pages)View decision
