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-4385912
6 Oct 2023 Profile Financial Solutions Limited UpheldPensions and AnnuitiesDRN-4385912 The complaint Mr W complains that Profile Financial Solutions Limited (PFS) failed to provide him with the agreed level of service for the annual fees he was paying. And wants the return of the annual fee that it was paid. What happened In October 2014 Mr W’s existing pensions ... (8 pages)View decision -
Decision Reference DRN-4387258
6 Oct 2023 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4387258 The complaint Mr J is unhappy that Vanquis Bank Limited are reporting query markers to his credit file. What happened Mr J felt Vanquis were incorrectly reporting the balance of his account on his credit file and queried this with them. Vanquis placed query markers on Mr J’s cr... (2 pages)View decision -
Decision Reference DRN-4299833
6 Oct 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4299833 The complaint Mr and Mrs O have complained that AXA Insurance UK Plc (‘AXA’) declined part of their claim under their home insurance policy following a burglary. For the avoidance of doubt, the term ‘AXA’ includes its agents and representatives for the purposes of this decision... (3 pages)View decision -
Decision Reference DRN-4352671
6 Oct 2023 One Insurance Limited UpheldInsuranceDRN-4352671 The complaint Mrs K complains One Insurance Limited are pursuing her for the cost of recovery and storage charges incurred after her car was involved in an incident. She also complains personal possessions were removed from her car and not returned. What happened This service h... (3 pages)View decision -
Decision Reference DRN-4168012
6 Oct 2023 Fluro Platform Limited UpheldInvestmentsDRN-4168012 The complaint Mr P complains that Fluro Platform Limited trading as Lending Works unfairly deducted money from his Innovative Finance ISA following changes it made to its terms and conditions. What happened Mr P held a P2P lending account for a number of years on Lending Work’s... (4 pages)View decision -
Decision Reference DRN-4387153
6 Oct 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4387153 The complaint Miss N complains about the way Great Lakes Insurance SE dealt with her travel insurance claim. Any reference to Great Lakes includes those assisting on its behalf. What happened Miss N made a claim on her travel insurance policy in November 2021. She’d fallen over... (4 pages)View decision -
Decision Reference DRN-3771294
6 Oct 2023 Specialist Lending Limited UpheldConsumer CreditDRN-3771294 The complaint Mrs C complains that she couldn’t cancel a fixed sum loan agreement that she took out with Specialist Lending Limited trading as Duologi, to finance an online educational programme for her children. What happened In September 2019 Mrs C bought an online educationa... (4 pages)View decision -
Decision Reference DRN-4064074
6 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4064074 The complaint Mr S is unhappy that Monzo Bank Ltd won’t refund money he lost to a scam. What happened Mr S wished to purchase some airline tickets. He received a quote from his local travel agent (that he’d used in the past), but on this occasion he decided to search online ins... (3 pages)View decision -
Decision Reference DRN-4048773
6 Oct 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4048773 The complaint Mr H complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In mid to late 2012, Mr H says he was app... (43 pages)View decision -
Decision Reference DRN-4336799
6 Oct 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4336799 The complaint Mr C complains Clydesdale Bank Plc trading as Virgin Money (“Virgin”) provided no assistance when he approached it for help in connection with problems he’d had with the purchase of a motorcycle. What happened I issued a provisional decision on this case on 18 Aug... (6 pages)View decision
