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-4890836
5 Jul 2024 Sun Life Assurance Company of Canada (U.K.) Limited UpheldPensions and AnnuitiesDRN-4890836 The complaint Mrs R has complained about the transfer of her The Sun Life Mutual Insurance Society Limited (Sun Life) personal pension to a small self-administered scheme (“SSAS”) in December 2014. Mrs R’s SSAS was subsequently used to invest in a commercial overseas property i... (12 pages)View decision -
Decision Reference DRN-4874978
5 Jul 2024 Black Horse Limited UpheldConsumer CreditDRN-4874978 The complaint Miss C complains about the quality of car she acquired under a hire purchase agreement (“agreement”) with Black Horse Limited trading as Land Rover Financial Services (“LRFS”). What happened In June 2021 Miss C entered into an agreement with LRFS for a new car cos... (9 pages)View decision -
Decision Reference DRN-4820765
5 Jul 2024 Essential Finance Group Management Limited UpheldInsuranceDRN-4820765 The complaint Mrs C complains that Essential Finance Group Management Limited mis-sold her a life and critical illness policy. Mrs C says Essential should have disclosed that she was awaiting a colonoscopy, when it applied for the policy on her behalf. What happened The history... (4 pages)View decision -
Decision Reference DRN-4891857
5 Jul 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4891857 The complaint Mr R is unhappy that Admiral Insurance (Gibraltar) Limited declined a claim he made on his travel insurance policy. What happened Mr R was abroad and was due to return to the UK. He was travelling from a country I’ll refer to as ‘Country A’ to another I’ll refer t... (3 pages)View decision -
Decision Reference DRN-4892685
5 Jul 2024 Gain Credit LLC UpheldConsumer CreditDRN-4892685 The complaint Mr B complaints that Gain Credit LLC trading as Drafty (“Drafty”) gave him a line of credit without carrying out sufficient checks. Mr B also says when the payment for the facility wasn’t taken Drafty didn’t notify him and finally, he says Drafty refused to set up... (6 pages)View decision -
Decision Reference DRN-4892821
5 Jul 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4892821 The complaint Mr P is unhappy that Lloyds Bank PLC placed his account into a dormant account status. Summary of what happened Mr P resides overseas and received a letter from Lloyds which explained that he hadn’t used his Lloyds account in approximately three years and that the... (2 pages)View decision -
Decision Reference DRN-4871680
5 Jul 2024 Amtrust Europe Limited UpheldInsuranceDRN-4871680 The complaint A, a limited company, has complained about its let property insurer, Amtrust Europe Limited, regarding a premium increase at renewal. A also initially complained about a pro-rata settlement for a claim and an extra excess being applied, but has since agreed to vie... (3 pages)View decision -
Decision Reference DRN-4892842
5 Jul 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4892842 The complaint Mr D complains Santander UK Plc didn’t do enough to protect when he fell victim to a job scam. What happened Mr D has an account with Santander and an e-money institution who I’ll refer to as “R” throughout the rest of this decision. He had both accounts before th... (3 pages)View decision -
Decision Reference DRN-4881477
5 Jul 2024 WorldPay (UK) Limited UpheldBanking and PaymentsDRN-4881477 The complaint S complains that WorldPay (UK) Limited has charged it monthly Payment Card Industry Data Security Standard (PCI DSS) non-compliance charges since July 2017 and didn’t do enough to make it aware of these charges or help it to become compliant. S is represented in b... (3 pages)View decision -
Decision Reference DRN-4812573
5 Jul 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4812573 The complaint Mr and Mrs T have complained that Barclays Bank UK PLC made their Foreign Currency Account dormant whilst there was still a large balance in the account. Mr and Mrs T don’t believe that enough was done to notify them that their account was due to become dormant. T... (4 pages)View decision