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 121115 results
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Decision Reference DRN-3961707
18 Oct 2023 esure Insurance Limited UpheldInsuranceDRN-3961707 The complaint Mr P complains Esure Insurance Limited unfairly declined his home insurance claim. Mr P’s been represented at points during the claim and complaint. For simplicity I’ve referred to the representative’s actions as being those of Mr P. For the same reasons I’ve refe... (3 pages)View decision -
Decision Reference DRN-4406386
18 Oct 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4406386 The complaint Mr S is unhappy with Accredited Insurance (Europe) Ltd’s (Accredited) handling and refusal of a claim made under his home insurance policy. What happened Mr S has a home insurance policy underwritten by Accredited. In April 2023, whilst painting, Mr S had an accid... (6 pages)View decision -
Decision Reference DRN-4405454
18 Oct 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4405454 The complaint Ms G complains that Barclays Bank UK PLC is not allowing her access to her Euro account, and she has had poor customer service in trying to access her funds. What happened Ms G says that she was unable to find out the potential cost of a Euro transfer prior to mak... (4 pages)View decision -
Decision Reference DRN-3600422
18 Oct 2023 Vision Independent Financial Planning Ltd UpheldPensions and AnnuitiesDRN-3600422 The complaint Mr T complains that he was given unsuitable advice by Vision Independent Financial Planning Ltd (Vision) to transfer the benefits from his defined benefit (DB) scheme with British Steel (BSPS) to a personal pension. What happened In March 2016, Tata Steel UK Ltd a... (4 pages)View decision -
Decision Reference DRN-4397242
18 Oct 2023 Evergreen Finance London Limited UpheldConsumer CreditDRN-4397242 The complaint Mr B complains Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided him with loans he couldn’t afford to repay. Mr B says that in order to repay the loans he had to borrow money from other loan providers. What happened Mr B was grante... (6 pages)View decision -
Decision Reference DRN-3864764
18 Oct 2023 NTM Financial Services Ltd UpheldPensions and AnnuitiesDRN-3864764 The complaint Mr L complains about the advice given by NTM Financial Services Ltd (‘NTM’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a personal pension arrangement. He says the advice was unsuitable for hi... (7 pages)View decision -
Decision Reference DRN-4110480
18 Oct 2023 Granite Finance Ltd UpheldConsumer CreditDRN-4110480 The complaint Miss H complains that Granite Finance Limited (Granite) charged her administration fees when her payments weren’t made on time. What happened Miss H took out an insurance policy in July 2022, and Granite provided a finance agreement to facilitate the repayment of ... (2 pages)View decision -
Decision Reference DRN-4406159
18 Oct 2023 AllClear Insurance Services Ltd UpheldInsuranceDRN-4406159 The complaint Mr and Mrs V complain about the sale of a travel insurance policy by Allclear Insurance Services Ltd. What happened Mr and Mrs V took out an annual travel insurance policy through Allclear. When taking out the policy, Mr V declared his medical conditions and paid ... (3 pages)View decision -
Decision Reference DRN-4047091
18 Oct 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-4047091 The complaint Mrs P complains that Starling Bank Limited (“Starling”) will not refund the money she lost after falling victim to a romance scam. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But... (5 pages)View decision -
Decision Reference DRN-4273364
18 Oct 2023 Studio Retail Limited UpheldConsumer CreditDRN-4273364 The complaint Ms V complains that Studio Retail Limited (‘Studio Retail’) irresponsibly gave her a revolving credit account that she couldn’t afford. What happened On 10 February 2018, Ms V’s revolving credit account was opened by Studio Retail with an initial credit limit of £... (3 pages)View decision
