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 364422 results
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Decision Reference DRN-5351919
26 Feb 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5351919 The complaint Mr W has complained about a transfer of his pension with Aviva Life & Pensions UK Limited (Aviva) to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Malta in November 2014. About half of the QROPS fund was subsequently used to invest in Dolphin C... (14 pages)View decision -
Decision Reference DRN-5111582
26 Feb 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5111582 The complaint Mr S is unhappy that J.P. Morgan Europe Limited, trading as Chase (“Chase”), will not refund the money he lost after he fell victim to a scam. Mr S has used a representative to bring his complaint to this service. For ease, I will refer solely to Mr S througho... (5 pages)View decision -
Decision Reference DRN-5040858
26 Feb 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5040858 The complaint Miss V complains Shop Direct Finance Company Limited trading as Very allowed her now ex-partner to open a catalogue shopping account (also known as a running account credit) online without her knowledge or consent. What happened In April 2019, a catalogue shop... (3 pages)View decision -
Decision Reference DRN-5282076
26 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5282076 The complaint Mr T, through his representative, complains that Barclays Bank UK PLC trading as Barclaycard, (“Barclaycard”) lent to him irresponsibly by approving a card for him in 2019. Mr T says that the credit limit increases ought not to have been approved either. What h... (7 pages)View decision -
Decision Reference DRN-4923949
26 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4923949 The complaint F, a limited company, is unhappy that Wise Payments Limited is holding it liable for transactions it has said it didn’t authorise. Mr I brings this complaint on behalf of F. What happened F had a business account with Wise and Mr I was authorised to manage the... (3 pages)View decision -
Decision Reference DRN-5203628
26 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5203628 The complaint Mr K complains U K Insurance Limited provided misleading information about his motor insurance. What happened Mr K held UKI motor insurance. It covered Car A at a cost of around £2,000 for 12 months. Mr K was interested in part exchanging Car A for Car B. Befo... (4 pages)View decision -
Decision Reference DRN-5284009
26 Feb 2025 Vitality Health Limited Not upheldInsuranceDRN-5284009 The complaint Mr B is unhappy that Vitality Health Limited (Vitality) mis-sold his private medical insurance policy. Mr B is being represented by his parents on this complaint, Mr B and Mrs B. For ease, I will refer to Mr B’s father as Mr B1 in this decision. What happened M... (3 pages)View decision -
Decision Reference DRN-5356649
26 Feb 2025 U K Insurance Limited Not upheldInsuranceDRN-5356649 The complaint Mrs Z and Mr Z complain about U K Insurance Limited’s handling of a subsidence claim made under their property owners insurance policy. What happened The background to this complaint is well known to both parties so I’ll provide only a brief summary here, focus... (6 pages)View decision -
Decision Reference DRN-5298658
26 Feb 2025 Lowell Portfolio I Ltd UpheldConsumer CreditDRN-5298658 The complaint Mr H is unhappy Lowell Portfolio I Ltd (“Lowell”) have been contacting him about a debt he says he knows nothing about. What happened Mr H says Lowell first contacted him about an outstanding debt of over £1,500, originally with a bank I’ll refer to as B, in S... (3 pages)View decision -
Decision Reference DRN-5352945
26 Feb 2025 BNY Mellon Fund Managers Limited UpheldInvestmentsDRN-5352945 The complaint The estate of Mrs W complains that BNY Mellon Fund Managers Limited delayed the sale and payment of the estate’s investments. The complaint is brought on the estate’s behalf by the sole executrix, who I’ll refer to as Mrs E. She said BNY Mellon made mistakes an... (4 pages)View decision
