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 366874 results
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Decision Reference DRN-5195741
16 Dec 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5195741 Complaint Mr P has complained about a credit card Capital One (Europe) plc (“Capital One”) provided to him. He says that the credit card and the subsequent limit increase were unaffordable. Background Capital One provided Mr P with a credit card that had an initial limit of... (3 pages)View decision -
Decision Reference DRN-5166927
16 Dec 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5166927 Complaint Miss S has complained about a credit card Vanquis Bank Limited (“Vanquis”) provided to her. She says that her credit limit increases were irresponsibly provided. Background Vanquis provided Miss S with a credit card in July 2016. Miss S was then offered a credit l... (3 pages)View decision -
Decision Reference DRN-5146409
16 Dec 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5146409 Complaint Mr G has complained about a personal loan Shawbrook Bank Limited (“Shawbrook”) provided to him. He says that proportionate checks weren’t carried out and he was provided with an unaffordable loan as a result. Background Shawbrook provided Mr G with a loan for £12,... (4 pages)View decision -
Decision Reference DRN-5190678
16 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5190678 Complaint Miss L has complained about a credit card and subsequent limit increases which NewDay Ltd (trading as “Aqua”) provided to her. She says the credit card was unaffordable and shouldn’t have been provided. Background Aqua provided Miss L with a credit card which had ... (4 pages)View decision -
Decision Reference DRN-5172700
16 Dec 2024 TSB Bank plc UpheldBanking and PaymentsDRN-5172700 Complaint Mr M says that TSB Bank plc (“TSB”) unfairly provided him with an overdraft and continued to allow him to use even when it was evident he was unable to repay to what he owed. Background One of our investigators looked into Mr M’s concerns. She thought that TSB oug... (3 pages)View decision -
Decision Reference DRN-5096464
15 Dec 2024 IG Index Limited Not upheldInvestmentsDRN-5096464 The complaint Mr M’s complaint, in essence, is that IG Index Limited gave him inaccurate information about his spread betting trades, which misled him and caused him loss. What happened The trades in question were daily fund bets on ‘undated’ natural gas. The particular trad... (4 pages)View decision -
Decision Reference DRN-5213344
15 Dec 2024 Chase de Vere Independent Financial Advisers limited UpheldInvestmentsDRN-5213344 The complaint The trustees of trust “T” complain Chase de Vere Independent Financial Advisers Limited (“Chase de Vere”) was at fault in its handling of an instruction to terminate and distribute the proceeds of the trust, causing delay and significant financial loss for whic... (7 pages)View decision -
Decision Reference DRN-4978192
15 Dec 2024 eToro (UK) Ltd Not upheldInvestmentsDRN-4978192 The complaint Mr C complained that eToro (UK) Ltd (‘eToro’) failed to respond to his queries and prevented him using his eToro account. What happened Mr C had a trading account provided by eToro. He opened the account in October 2017 by providing his address. He didn’t verif... (4 pages)View decision -
Decision Reference DRN-4927350
15 Dec 2024 Tavistock Partners (UK) Limited UpheldPensions and AnnuitiesDRN-4927350 The complaint Mr H complained that he was given unsuitable advice to transfer a defined benefit (DB) pension scheme, to a type of personal pension, in 2019. Tavistock Partners (UK) Limited trading at the time as Abacus Associates Financial Services is responsible for answeri... (8 pages)View decision -
Decision Reference DRN-5164413
15 Dec 2024 Tesco Underwriting Limited Not upheldInsuranceDRN-5164413 The complaint Mr C and Ms D complain that Tesco Underwriting Limited (“Tesco”) unfairly declined their claim for damage caused by a storm, under their home buildings insurance policy. I’ll refer to Mr C in my decision for ease. What happened Mr C returned from holiday on 1 F... (4 pages)View decision
