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 128535 results
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Decision Reference DRN-4888999
6 Sep 2024 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4888999 The complaint Mr D complains that Shop Direct Finance Company Limited trading as very irresponsibly increased his credit limit on his running account credit agreement. Mr D says he couldn’t afford the increases. What happened Shop Direct granted Mr D a running account credi... (3 pages)View decision -
Decision Reference DRN-5004728
6 Sep 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5004728 The complaint Mrs J complains about Accredited Insurance (Europe) Ltd’s handling of her claim under her home insurance policy. Accredited are the insurers of Mrs J’s policy. Part of this complaint concerns the actions of an agent. As Accredited have accepted they are accoun... (7 pages)View decision -
Decision Reference DRN-5004724
6 Sep 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5004724 The complaint Ms C complains about the way Santander UK Plc (Santander) handled a block it placed on her account and about other administrative issues with her accounts. What happened Ms C held a current and savings account with Santander. In March 2023 Ms C completed a ho... (5 pages)View decision -
Decision Reference DRN-4983011
6 Sep 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-4983011 The complaint Miss A complains that she was given unsuitable advice by St. James's Place Wealth Management Plc (“SJP”) to surrender an offshore bond and invest in two SJP bonds. What happened In August 2014 Miss A met with SJP, having been referred by a friend. She want... (15 pages)View decision -
Decision Reference DRN-4767437
6 Sep 2024 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4767437 The complaint Mr H complains about how Watford Insurance Company Europe Limited (Watford) dealt with a claim on his motor insurance. References to Watford include other organisations and individuals acting on its behalf. What happened Mr H had motor insurance underwritten by... (5 pages)View decision -
Decision Reference DRN-4887873
6 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4887873 Complaint Mr J is unhappy that Revolut Ltd didn’t refund him after he fell victim to a scam. Background One evening in May 2023, Mr J received a phone call from a withheld number. The caller told him that they worked for the Financial Conduct Authority (FCA). They told Mr J ... (8 pages)View decision -
Decision Reference DRN-5007696
6 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5007696 The complaint Miss P is unhappy that Revolut Ltd (Revolut) won’t refund the money she lost after falling victim to an impersonation scam. What happened I issued my provisional decision on this complaint on 15 August 2024. I wanted to give both sides a chance to provide any ... (13 pages)View decision -
Decision Reference DRN-4748746
6 Sep 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4748746 The complaint Mr W complains TSB Bank PLC (“TSB”) refuses to refund him for transactions on his account which he says were carried out by the joint account holder without his consent. What happened Mr W says at the end of 2022 he noticed his wife emptied their TSB joint acco... (2 pages)View decision -
Decision Reference DRN-5007646
6 Sep 2024 AJ Bell Management Limited UpheldPensions and AnnuitiesDRN-5007646 The complaint Mr G has complained that he was advised to switch an existing personal pension into a self- invested personal pension (‘SIPP’) with AJ Bell Management Limited (‘AJ Bell’). He complains he was advised to make an investment in his pension which he says has lost i... (30 pages)View decision -
Decision Reference DRN-4706878
6 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4706878 The complaint Mr L complains Barclays Bank UK PLC (“Barclays”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened Mr L says his phone was stolen on 14 July 2023 near Hammersmith while he was waiting for a taxi. Mr L cancelled his... (3 pages)View decision