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 125400 results
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Decision Reference DRN-4649155
26 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4649155 The complaint Mr C complains that National Westminster Bank Plc treated him unfairly when trying to withdraw cash in branch. He feels he was discriminated against because of his race and age. He’d like compensation and for the bank to apologise to him. What happened The backgro... (3 pages)View decision -
Decision Reference DRN-4707526
26 Mar 2024 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4707526 The complaint Ms A has complained that a car she acquired, using finance from Mercedes-Benz Financial Services UK Limited, trading as Mercedes Benz Financial Services (‘MBFS’), isn’t of satisfactory quality. What happened Ms A took out a finance agreement with MBFS for a new ca... (3 pages)View decision -
Decision Reference DRN-4681032
26 Mar 2024 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4681032 The complaint Mr P complains that The Prudential Assurance Company Limited (Prudential) repeatedly prevented him from paying contributions to his personal pension plan (PPP) and refused to accept transfers unless he used a financial adviser. He says he lost out on tax relief an... (4 pages)View decision -
Decision Reference DRN-4695313
26 Mar 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4695313 The complaint Mr F complains that Starling Bank Limited (Starling) won’t refund money lost in a safe account scam. What happened What Mr F says: On 2 November 2023, Mr F got a call from someone purporting to be from Starling’s fraud department. He checked the number and it was ... (6 pages)View decision -
Decision Reference DRN-4695397
26 Mar 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4695397 The complaint Mrs F and Mr F complain that Starling Bank Limited (Starling) won’t refund money lost in a safe account scam. What happened What Mrs F and Mr F say: On 2 November 2023, Mr F got a call from someone purporting to be from Starling’s fraud department. He checked the ... (7 pages)View decision -
Decision Reference DRN-4554331
26 Mar 2024 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4554331 The complaint Mr W complains about the quality of a car he acquired through a hire purchase agreement financed by N.I.I.B Group Limited trading as Northridge Finance (Northridge). What happened In September 2022 Mr W acquired a used car through a hire purchase agreement financ... (4 pages)View decision -
Decision Reference DRN-4708173
26 Mar 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4708173 The complaint Mr T complained about a number of matters relating to the service provided by Scottish Widows Limited (SW) when it came to his Group Self-Invested Personal Pension (GSIPP). What happened Mr T’s GSIPP was set up by his employer and is provided by SW. He has been us... (10 pages)View decision -
Decision Reference DRN-4684064
26 Mar 2024 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-4684064 The complaint Mr C complains that Brent Shrine Credit Union Limited lent irresponsibly when it approved a top up loan in December 2021. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr C had an existin... (3 pages)View decision -
Decision Reference DRN-4566459
26 Mar 2024 Euroins AD UpheldInsuranceDRN-4566459 The complaint Mr and Mrs R are unhappy with how Euroins AD handled a claim on their travel insurance policy. Reference to Euroins includes any of their agents. What happened On 15 March 2022, Mr and Mrs R took out a single trip travel insurance policy which covered them between... (3 pages)View decision -
Decision Reference DRN-4665112
26 Mar 2024 Sterling ISA Managers Limited UpheldInvestmentsDRN-4665112 The complaint Mr and Mrs A complain about Sterling ISA Managers Limited trading as Advance by Embark, referred to as “Embark”, or “the transferor”. In summary, they’re unhappy about the delay in transferring their holdings from Embark to a third-party provider referred to as “t... (5 pages)View decision
