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 128312 results
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Decision Reference DRN-4887123
8 Jul 2024 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4887123 The complaint Mr C complains that Watford Insurance Company Europe Limited mishandled his claim on a commercial vehicle insurance policy. What happened Mr C was a decorator. The subject matter of the claim and the complaint is a van, first registered in about 2013. Mr C acquire... (7 pages)View decision -
Decision Reference DRN-4885165
8 Jul 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4885165 Complaint Miss W has essentially complained that Santander UK Plc (“Santander”) unfairly provided her with an overdraft that was unaffordable. She also says that it continued applying charges to her overdraft even after it should have realised that she couldn’t sustainably repa... (3 pages)View decision -
Decision Reference DRN-4893015
8 Jul 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-4893015 Complaint Mr T has complained that Zopa Bank Limited (“Zopa”) irresponsibly increased the credit limit on his credit card. He is also unhappy that his card wasn’t blocked when he called up and asked for this to happen. Background In March 2021, Zopa provided Mr T with a credit ... (7 pages)View decision -
Decision Reference DRN-4894465
7 Jul 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4894465 The complaint Miss P complains about the inconvenience, distress and financial issues caused to her by National Westminster Bank Plc’s delay in sending her a replacement debit card. What happened Miss P’s bank debit card was lost or stolen, and she subsequently lost her mobile ... (3 pages)View decision -
Decision Reference DRN-4824600
6 Jul 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4824600 The complaint Miss A complains that NewDay Ltd trading as Aqua was irresponsible when it offered her a credit card account and later increased her credit limit. What happened NewDay opened a credit card account for Miss A in March 2020 with a credit limit of £1,200. It increase... (4 pages)View decision -
Decision Reference DRN-4765438
6 Jul 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4765438 The complaint Mr N complains Admiral Insurance (Gibraltar) Limited settled his motor insurance claim unfairly. What happened In September 2023 Mr N’s car was stolen. He claimed for the loss against his Admiral motor insurance policy. The insurer settled his claim based on a mar... (3 pages)View decision -
Decision Reference DRN-4893890
5 Jul 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4893890 The complaint Mr R complains that Options UK Personal Pensions LLP (formerly Carey Pensions, referred to as ‘Options’) didn’t undertake sufficient due diligence on the Carbon Credits investment he made through his Options Self-Invested Personal Pension (‘SIPP’) and should not h... (31 pages)View decision -
Decision Reference DRN-4283853
5 Jul 2024 Computershare Investor Services Plc UpheldInvestmentsDRN-4283853 The complaint Mr J complains he was unable to benefit from his maturing share-save plan. He seeks compensation from Computershare Investor Services Plc for lost benefits and distress and inconvenience he has suffered. What happened Mr J was leaving his employer. He had two shar... (6 pages)View decision -
Decision Reference DRN-4765644
5 Jul 2024 Mackay Hall Financial Services Limited UpheldPensions and AnnuitiesDRN-4765644 The complaint Mrs M’s complaint relates to the advice she took from Mackay Hall Financial Services Limited (‘Mackay’) in 2017 to transfer her Defined Benefits Pension (‘DBP’) into a Self- Invested Personal Pension (‘SIPP’), and to its ongoing advice service thereafter. In Septe... (5 pages)View decision -
Decision Reference DRN-4857746
5 Jul 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4857746 The complaint Mr N complains that TSB Bank PLC’s final response letter didn’t contain the words “reference number” in it and complains that TSB said it would investigate the issue but didn’t do so. What happened Mr N raised a complaint with TSB which he says was resolved in Aug... (2 pages)View decision