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 360264 results
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Decision Reference DRN-4521335
25 Jan 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4521335 The complaint Mr O complains about the way Santander UK Plc has handled a breach of contract claim he made in relation to a fitted kitchen he paid for using his credit card. For ease of reading, while both Mr and Mrs O have been involved in relevant correspondence, I’ll refer t... (8 pages)View decision -
Decision Reference DRN-4580993
25 Jan 2024 U K Insurance Limited Not upheldInsuranceDRN-4580993 The complaint Mr T and Mrs T are unhappy with U K Insurance Limited’s (UKI) decision to decline a travel insurance claim. Any reference to UKI includes the actions of its agents. Because the circumstances of this complaint relate to Mrs T - as she was the travelling party - for... (3 pages)View decision -
Decision Reference DRN-4578307
25 Jan 2024 Estate Capital Financial Management Limited UpheldPensions and AnnuitiesDRN-4578307 The complaint Mr H’s representative has complained, on his behalf, that Estate Capital Financial Management Limited (ECFM) gave him unsuitable advice to transfer his defined benefits from his occupational pension scheme (OPS) – the British Steel Pension Scheme (BSPS) – to a Per... (8 pages)View decision -
Decision Reference DRN-4551728
25 Jan 2024 Standard Life Assurance Limited Not upheldPensions and AnnuitiesDRN-4551728 The complaint Miss H complains that she was advised in 1991 to set up a personal pension with Standard Life Assurance Limited (Standard Life) instead of joining her employer’s defined benefits (DB) pension scheme. She says that what happened should’ve been reviewed as part of t... (3 pages)View decision -
Decision Reference DRN-3744349
25 Jan 2024 Tuto Money Limited UpheldPensions and AnnuitiesDRN-3744349 The complaint Mr V has complained that Tuto Money Limited (Tuto) gave him unsuitable advice to transfer his defined benefits from his occupational pension scheme (OPS) – the British Steel Pension Scheme (BSPS) – to a Personal Pension Policy (PPP). What happened The investigator... (4 pages)View decision -
Decision Reference DRN-4580892
25 Jan 2024 Zurich Insurance PLC UpheldInsuranceDRN-4580892 The complaint Mrs K complains about Zurich Insurance PLC’s (Zurich) handling of a claim made under her holiday home insurance policy. Where I’ve referred to Zurich, this also includes any actions or communication by agents, including Zurich’s underwriting agent, acting on their... (3 pages)View decision -
Decision Reference DRN-4580846
25 Jan 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4580846 The complaint Mrs K complains that Tesco Personal Finance PLC trading as Tesco Bank (“Tesco”) won’t refund £6,250 she lost to an investment scam. What happened The details of this complaint are well known to both parties so I won’t repeat everything again here. In brief summary... (3 pages)View decision -
Decision Reference DRN-4464242
25 Jan 2024 U K Insurance Limited Not upheldInsuranceDRN-4464242 The complaint Miss M complains about how UK Insurance Limited (“UKI”) handled her No Claims Discount entitlement under her motor insurance policy. What happened Miss M had a motor insurance policy from UKI covering her car. She’d been insured with UKI from 2020, when she had fo... (2 pages)View decision -
Decision Reference DRN-4579705
25 Jan 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4579705 The complaint Mr and Mrs P complain about the way that Barclays Bank UK PLC has treated them when the term of their mortgage ended – and that it incorrectly recorded a Cifas marker against Mrs P. What happened Mr and Mrs P had an interest only mortgage with Barclays. The term e... (3 pages)View decision -
Decision Reference DRN-4266863
25 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4266863 The complaint Mr R complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr R joined a popul... (4 pages)View decision
