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 353101 results
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Decision Reference DRN-4442544
13 Mar 2024 Clydesdale Bank Plc Not upheldMortgagesDRN-4442544 The complaint Mr B complains that the monthly payments for his interest only mortgage with Clydesdale Bank Plc (trading as Virgin Money) didn’t reduce correctly after he made an overpayment. He asks (in summary) for an apology, that his interest payments are regularised, that C... (2 pages)View decision -
Decision Reference DRN-4514258
13 Mar 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4514258 The complaint Mr and Mrs M complain that TSB Bank plc (TSB) failed to do enough to protect Mr M, leading to fraud occurring on his accounts. The activity occurred on an account jointly held by Mr and Mrs M, as well as an account in Mr M’s sole name. They are therefore the eligi... (4 pages)View decision -
Decision Reference DRN-4441865
13 Mar 2024 iPensions Group Limited Not upheldPensions and AnnuitiesDRN-4441865 The complaint In his complaint, Mr C said iPensions Group Limited (‘iPensions’) continues, unfairly, to charge administration fees for his Forthplus Self-Invested Personal Pension (‘SIPP’) despite the SIPP’s investments having failed. He also says iPensions has unreasonably ref... (4 pages)View decision -
Decision Reference DRN-4679970
13 Mar 2024 Ageas Insurance Limited UpheldInsuranceDRN-4679970 The complaint Miss F had a car insurance policy with Ageas Insurance Limited. She says she made many attempts to contact it and that it didn’t respond, thereby delaying the settlement of her claim. What happened Miss F had a serious car accident in February 2023. Miss F reporte... (3 pages)View decision -
Decision Reference DRN-4674513
13 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4674513 The complaint Mr M complains that Admiral Insurance (Gibraltar) Limited (Admiral) failed to repair his vehicle, and caused further damage, following a claim he made following a collision, under his motor insurance policy. What happened In July 2023 Mr M’s car was damaged when a... (4 pages)View decision -
Decision Reference DRN-4680364
13 Mar 2024 etika Finance UK Limited UpheldConsumer CreditDRN-4680364 The complaint Mr H complains ETIKA FINANCE UK LIMITED (“Etika”) has failed to deal fairly with a claim he brought under section 75 of the Consumer Credit Act 1974 (“CCA”) in relation to incomplete dental work. What happened I have issued two provisional decisions on this compla... (7 pages)View decision -
Decision Reference DRN-4602829
13 Mar 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4602829 The complaint Miss U had a motor insurance policy underwritten by Accredited Insurance (Europe) Limited. She says she should have received a premium refund after she cancelled the policy. What happened When Miss U cancelled the policy, there was an open claim on it. Accredited ... (2 pages)View decision -
Decision Reference DRN-4671106
13 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4671106 The complaint Mr O complains that Monzo Bank Ltd (Monzo) won't refund the money he lost when he fell victim to a scam. What happened Mr O was actively looking for work when he was contacted on a messaging app by someone who said they were an employee of a recruitment compa... (5 pages)View decision -
Decision Reference DRN-4646405
13 Mar 2024 U K Insurance Limited Not upheldInsuranceDRN-4646405 The complaint Mr H complains about the amount U K Insurance Limited, trading as Direct Line Pet Insurance (“UKI”) paid to settle a claim he made under his pet insurance policy. He’s also unhappy about increases in the premiums he’s been charged over a number of years. What happ... (4 pages)View decision -
Decision Reference DRN-4681567
13 Mar 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4681567 The complaint Mr F is unhappy that The Co-operative Bank Plc (“Co-op”) won’t allow him to keep £500 they transferred to him in error. What happened Mr F had an old Co-op account which had a balance of £2.81. Mr F spoke with Co-op and asked to close the account and for the £2.81... (2 pages)View decision
