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 364862 results
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Decision Reference DRN-5215442
16 Jan 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5215442 The complaint Mrs F complains that Frasers Group Financial Services Limited (‘Frasers Group’), trading as Studio, were unreasonable to apply charges and interest and to report missed payments on a transaction for goods she never received. What happened Mrs F ordered a bed an... (2 pages)View decision -
Decision Reference DRN-5210347
16 Jan 2025 Euroins AD Not upheldInsuranceDRN-5210347 The complaint Miss S has complained that Euroins AD has only partially settled a claim she made on a travel insurance policy. What happened Miss S was on a trip abroad in September 2022 when her baggage went missing on the return flight. She therefore made a claim on the po... (3 pages)View decision -
Decision Reference DRN-5156933
16 Jan 2025 Sublime Business Financial Advisers Ltd UpheldPensions and AnnuitiesDRN-5156933 The complaint Mr M complains that he was given unsuitable advice to transfer two defined benefit (DB) pension schemes to personal pension plan arrangements. The first pension was transferred in 2018 and the second took place in 2019. Sublime Business Financial Advisers Limit... (12 pages)View decision -
Decision Reference DRN-5125138
16 Jan 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5125138 The complaint Mr E has complained about a transfer of his Aviva Life & Pensions UK Limited (‘Aviva’) pension to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’) in Malta in November 2014. Mr E’s QROPS was subsequently used to invest in Dolphin Capital (which lat... (10 pages)View decision -
Decision Reference DRN-5238868
16 Jan 2025 Accelerant Insurance UK Limited UpheldInsuranceDRN-5238868 The complaint Mrs T complains about damage caused by contractors working for Accelerant Insurance UK Limited when she made a claim after an escape of water at her property. What happened The background to this complaint is well known to both parties, so I’ll provide only a b... (3 pages)View decision -
Decision Reference DRN-5064903
16 Jan 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5064903 The complaint Mr B complains that the car he acquired through Oodle Financial Services Limited wasn’t of satisfactory quality. He says he identified a number of issues and problems with the car on the day it was acquired. Mr B he wants to reject the car. Mr B is represented... (6 pages)View decision -
Decision Reference DRN-4959842
16 Jan 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4959842 The complaint Mrs B complains that Hargreaves Lansdown Asset Management Limited (‘HLAM’) has provided incorrect information regarding the true value of her investment holdings. What happened Mrs B holds a stocks and shares ISA with HLAM. She had previously invested £7,000 in... (5 pages)View decision -
Decision Reference DRN-5237473
16 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5237473 The complaint Miss Z complains Monzo Bank Ltd caused her considerable distress and inconvenience because she couldn’t access her account for two months. What happened Miss Z has a current account with Monzo Bank that she had difficulties opening. This complaint isn’t about t... (2 pages)View decision -
Decision Reference DRN-5245092
16 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5245092 The complaint Mr F complains that Lloyds Bank PLC (“Lloyds”) won’t refund the money he lost when he fell victim to a scam. What happened Having previously invested in a company called Buy2let/Raedex Consortium Ltd – “R” in 2018, Mr F made a further investment of £42,000 in 2... (7 pages)View decision -
Decision Reference DRN-5182709
16 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5182709 The complaint Ms C complains that Wise Payments Limited didn’t do enough to protect her from losing money to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here.... (4 pages)View decision
