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 369227 results
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Decision Reference DRN-5308794
7 Feb 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5308794 The complaint Miss M complained because Kroo Bank Ltd refused to refund her for transactions which she said she hadn’t authorised. What happened On 22 February 2024, there were multiple debits to Miss M’s account. These were to two organisations in different countries abroa... (3 pages)View decision -
Decision Reference DRN-4950877
7 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4950877 The complaint Ms Y complains that Santander UK Plc hasn’t refunded her after she fell victim to a scam. What happened The background to this complaint is well-known to both parties and so I’ll only provide a summary of key events here. Ms Y was contacted by an investment bro... (5 pages)View decision -
Decision Reference DRN-5272195
7 Feb 2025 Money Redress Limited UpheldClaims ManagementDRN-5272195 The complaint Mrs S complains about Money Redress Limited (“MRL”) and the invoice they have issued following her successful claim for mis-sold pensions. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chrono... (3 pages)View decision -
Decision Reference DRN-5301786
7 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5301786 The complaint Mr D, through a representative, says NewDay Ltd, trading as Aqua, irresponsibly lent to him. What happened Mr D took out a credit card from NewDay on 3 February 2021. He was given a credit limit of £600. This was increased four times over the next two years. Mr... (3 pages)View decision -
Decision Reference DRN-4985626
7 Feb 2025 Octopus Investments Limited Not upheldInvestmentsDRN-4985626 The complaint Mrs G complains about charges Octopus Investments Limited has levied on her Octopus Inheritance Tax Service (OTIS) investment. She doesn’t agree with how the charges have been applied and requests they are refunded. What happened Mrs G applied for her OTIS inv... (3 pages)View decision -
Decision Reference DRN-4835522
7 Feb 2025 Wesleyan Assurance Society Not upheldInsuranceDRN-4835522 The complaint Mr and Mrs W have complained about the mis-sale and the increase in the premiums of a Whole of Life policy they took out on the advice of Wesleyan Assurance Society, trading as Wesleyan (‘WAS’). They say the plan was mis-sold to them as the premium increase is ... (6 pages)View decision -
Decision Reference DRN-5236995
7 Feb 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5236995 The complaint Miss J complains through a representative that Advantage Finance Ltd (“Advantage”) gave her a hire purchase agreement without carrying out a sufficient affordability assessment. What happened In September 2019, Advantage provided Miss J with a hire purchase ag... (5 pages)View decision -
Decision Reference DRN-5255982
7 Feb 2025 EQUINE AND LIVESTOCK INSURANCE COMPANY LIMITED (THE) UpheldInsuranceDRN-5255982 The complaint Mrs A complains that The Equine and Livestock Insurance Company Limited (trading as The insurance Emporium) unfairly declined her claim on a horse insurance policy. What happened The horse was a mare, who had been born in about January 2007. Mrs A acquired th... (4 pages)View decision -
Decision Reference DRN-5088574
7 Feb 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5088574 The complaint Miss C and Mr M complaint that Accredited Insurance (Europe) Ltd unfairly declined a claim they made on their home insurance policy. Reference to Accredited includes its agents. What happened Miss C and Mr M hold a home insurance policy with Accredited. They sa... (2 pages)View decision -
Decision Reference DRN-5313660
7 Feb 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5313660 The complaint Mr D complains about the administration of his personal pension plan (PPP) by ReAssure Limited (ReAssure). He says he made a request to defer his retirement and ReAssure incorrectly switched the fund his plan was invested in. Mr D also complains that the value ... (12 pages)View decision
