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-5031920
4 Feb 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5031920 The complaint Mr W has complained about a fall in value of his Scottish Widows Limited trading as Clerical Medical stakeholder pension plan. What happened Mr W holds a stakeholder pension plan with Scottish Widows Limited trading as Clerical Medical (Clerical Medical). The ... (5 pages)View decision -
Decision Reference DRN-5304340
4 Feb 2025 Hubwise Securities Limited Not upheldInvestmentsDRN-5304340 The complaint Mrs T complains that Hubwise Securities Limited, trading as SS&C Hubwise (“Hubwise”) didn’t allow her new chosen IFA to access the investments she held on its platform. As a result, she had to transfer to a new platform, and she wants Hubwise to reimburse h... (3 pages)View decision -
Decision Reference DRN-5260359
4 Feb 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5260359 The complaint Mr H has complained on behalf of Mrs H about the way Acromas Insurance Company Limited settled her claim for alternative accommodation and the way it handled an escape of water claim under a contents insurance policy. What happened In January 2024 Mrs H’s flat... (2 pages)View decision -
Decision Reference DRN-5262865
4 Feb 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5262865 The complaint Ms D’s complaint is about the refusal of a claim under her bicycle insurance policy with Red Sands Insurance Company (Europe) Limited. What happened In June 2024, Ms D bought a bike for her son, which came with free 30 days insurance cover with Red Sands. At th... (4 pages)View decision -
Decision Reference DRN-5131961
4 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5131961 The complaint Mr A complains that Lloyds Bank plc unfairly demanded full repayment of his secured business term loan and referred his accounts to its recoveries department. What happened Mr A, a sole trader, took out a secured business loan with Lloyds in 2013 and a Bounce ... (2 pages)View decision -
Decision Reference DRN-4795082
4 Feb 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-4795082 The complaint Mr D and Mrs W’s complaint is, in essence, that First Holiday Finance Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’... (15 pages)View decision -
Decision Reference DRN-5288978
4 Feb 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5288978 The complaint Miss G complains that Kroo Bank Ltd blocked her account and failed to send the balance on the account to her. What happened In April 2024 Miss G's account was blocked by Kroo after she reported unauthorised transactions. She says this caused her difficulty... (2 pages)View decision -
Decision Reference DRN-5257286
4 Feb 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5257286 The complaint Mr H and Mrs H have complained that Accredited Insurance (Europe) Ltd (‘Accredited’) unfairly declined to deal with a claim under their home emergency policy. As Mr H mainly seemed to deal with the claim and complaint, for ease, I will normally only refer to h... (3 pages)View decision -
Decision Reference DRN-5305516
4 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5305516 The complaint Miss S complains that NewDay Ltd, trading as Aqua, irresponsibly provided her with credit. Miss S is supported in bringing this complaint by a representative. But for ease, I’ll refer to all submissions and actions as being those of Miss S herself. What happe... (3 pages)View decision -
Decision Reference DRN-5278281
4 Feb 2025 Amigo Loans Ltd Not upheldConsumer CreditDRN-5278281 The complaint Mr O complains that Amigo Loans Ltd (‘Amigo’) recently sold his personal unsecured loan account to another company in breach of his terms and conditions. He says Amigo communicated poorly with him and took too long dealing with his complaint. Mr O’s also unhap... (2 pages)View decision
