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 362196 results
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Decision Reference DRN-5164982
22 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5164982 The complaint Ms J complains about Admiral Insurance (Gibraltar) Limited’s (Admiral) handling of a motor insurance claim. What happened Ms J insured her car with Admiral. After she was involved in a collision, she made a claim. Admiral confirmed the claim was covered and arr... (5 pages)View decision -
Decision Reference DRN-4987438
22 Nov 2024 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4987438 The complaint Mrs F says The Prudential Assurance Company Limited is responsible for several failings in relation to the charges applied to her personal pension. She also says she wasn’t allowed to make additional contributions to her policy. As a result she says she’s suffe... (4 pages)View decision -
Decision Reference DRN-5125225
22 Nov 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5125225 The complaint Ms M complains about how Accredited Insurance (Europe) Ltd (“Accredited”) handled a claim under her car insurance policy. When I mention Accredited I also mean its suppliers and claims handling companies working on behalf of Accredited. What happened Ms M had a... (4 pages)View decision -
Decision Reference DRN-5017279
22 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5017279 The complaint Miss W complains that Revolut Ltd won’t refund the money she lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Miss W fell victim to a fake job scam after she ... (10 pages)View decision -
Decision Reference DRN-5160724
22 Nov 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-5160724 The complaint Mr H’s complaint is about the significant fall in the value of his pension and how ReAssure Limited have administered it. He understood he was in lower risk funds – however he doesn’t think this has turned out to be the case. And he understood that when ReAssur... (6 pages)View decision -
Decision Reference DRN-5123714
22 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5123714 The complaint Mr P, through a representative, complains that Monzo Bank Ltd won’t refund £5,965 that he lost as the result of a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them in full here. In summary, Mr P made four ... (6 pages)View decision -
Decision Reference DRN-5013624
22 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5013624 The complaint A sole trader, who I’ll refer to as Mr W, complains that Barclays Bank UK PLC is unfairly pursuing him for a bounce back loan (“BBL”) applied for in the name of a limited company. What happened Mr W had had a business current account with Barclays in the tradin... (4 pages)View decision -
Decision Reference DRN-5030591
22 Nov 2024 Topaz Finance Limited UpheldMortgagesDRN-5030591 The complaint This complaint is about a mortgage Mr and Mrs R hold with Topaz Finance Limited trading as Hyalite Mortgages (and referred to here as Topaz). The complaint is brought on Mr and Mrs R’s behalf by a family member, Mr S. He is unhappy about the following matters:... (5 pages)View decision -
Decision Reference DRN-5089439
22 Nov 2024 Sainsbury's Bank Plc Not upheldInsuranceDRN-5089439 The complaint Mr F complains that Sainsbury's Bank Plc cancelled his motor insurance policy. What happened Mr F took out a motor insurance policy through Sainsbury’s Bank. The policy is underwritten by an insurer but Sainsbury’s arranged the policy and collected the pay... (2 pages)View decision -
Decision Reference DRN-4686971
22 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4686971 The complaint Mr M is unhappy with the service he’s received from NewDay Ltd trading as Marbles about several events relating to his credit card. What happened Mr M holds a Marbles branded credit card with NewDay. In October 2023 Mr M complained to NewDay. His complaint was... (4 pages)View decision
