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 120163 results
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Decision Reference DRN-4228154
9 Oct 2023 Studio Retail Limited UpheldConsumer CreditDRN-4228154 The complaint Mrs K has complained that Studio Retail Limited irresponsibly lent to her. What happened Mrs K opened a shopping account with Studio Retail in July 2019. Her account limit was initially low - £100. Over the course of the next few years Mrs K’s account limit was in... (3 pages)View decision -
Decision Reference DRN-4358459
9 Oct 2023 TSB Bank plc UpheldBanking and PaymentsDRN-4358459 The complaint Mr H complains that TSB Bank plc keep blocking his payments and they have provided him with poor customer service. What happened Mr H has attempted to make several faster payments online over a period of months, but these are often blocked by TSB, even if some of ... (3 pages)View decision -
Decision Reference DRN-4381684
9 Oct 2023 Group 1 Automotive UK Limited UpheldInsuranceDRN-4381684 The complaint Mrs F complains about Group 1 Automotive UK Limited (“GAU”) and the mis-sale of a GAP insurance policy at the time she purchased her car. What happened In May 2021, Mrs F purchased a car on a finance agreement, through GAU. Alongside the purchase of her car, Mrs F... (4 pages)View decision -
Decision Reference DRN-4388897
9 Oct 2023 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-4388897 The complaint Mx D complains about the service provided by Aioi Nissay Dowa Insurance UK Limited and the way it communicated with him about his motor insurance policy. What happened Mx D took out an insurance policy for his car, underwritten by Aioi. He was then contacted and a... (2 pages)View decision -
Decision Reference DRN-3884515
9 Oct 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3884515 The complaint Mr A complains that Options UK Personal Pensions LLP (‘Options’ – formerly Carey Pensions) shouldn’t have accepted the transfer of his defined benefit (‘DB’) pension scheme into a self-invested personal pension (‘SIPP’). The parties involved Given there were sever... (42 pages)View decision -
Decision Reference DRN-3811820
9 Oct 2023 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3811820 The complaint Mr C complains that PayPal (Europe) Sarl et Cie SCA declined his item not received claim under their buyer protection policy. What happened Mr C made a purchase online through a third party website, and he says his purchase was covered by PayPal’s buyer protection... (3 pages)View decision -
Decision Reference DRN-3733079
9 Oct 2023 CMC Spreadbet Plc UpheldInvestmentsDRN-3733079 The complaint Mr R complains that CMC Spreadbet Plc took back profits he made on his positions causing a negative account balance and preventing him from making a profit by closing his open positions. What happened Mr R’s position He says between 11-14 March 2022 he made £59,00... (3 pages)View decision -
Decision Reference DRN-3825642
8 Oct 2023 Sun Life Assurance Company of Canada (U.K.) Limited UpheldInvestmentsDRN-3825642 The complaint Mr B is represented by a claims management company (‘CMC’) in bringing his complaint. It says that Sun Life Assurance Company of Canada (U.K.) Limited (‘Sun Life’) mis-sold a Capital Builder Plan to Mr B in August 1993. What happened The Capital Builder Plan was a... (3 pages)View decision -
Decision Reference DRN-4270402
6 Oct 2023 Citibank UK Limited UpheldBanking and PaymentsDRN-4270402 The complaint Mr C complains Citibank UK Limited (“Citibank”) blocked and closed his accounts without notice nor explanation following a review. To put things right, Mr C wants an explanation for Citibank’s actions. He wants his accounts re-opened, compensation for financial lo... (5 pages)View decision -
Decision Reference DRN-4074390
6 Oct 2023 PREPAID FINANCIAL SERVICES LIMITED UpheldBanking and PaymentsDRN-4074390 The complaint Mr A complains Prepaid Financial Serviced Limited (“PFSL”) blocked his account and has withheld funds of around £7,000 in it. What happened In December 2021, PFSL blocked Mr A’s account and withheld the funds. Mr A says he’s made several attempts to speak to PFSL ... (2 pages)View decision
