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 120327 results
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Decision Reference DRN-4346182
13 Sep 2023 Zopa Bank Limited UpheldInvestmentsDRN-4346182 The complaint Mr H complains about Zopa Limited’s handling of the transfer of his Innovative Finance ISA to a new provider. He says delays have caused him a financial loss and he has suffered hassle and stress by the way the transfer was handled. What happened In December 2021,... (3 pages)View decision -
Decision Reference DRN-4309393
12 Sep 2023 Lowell Portfolio I Ltd UpheldBanking and PaymentsDRN-4309393 The complaint Mr P has complained that Lowell Portfolio I Ltd sent him a letter about an account which had been written off in an earlier insolvency. What happened Lowell took ownership of a number of debts from another business, one of which was this credit card account of Mr ... (3 pages)View decision -
Decision Reference DRN-4219331
12 Sep 2023 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4219331 The complaint Mr Z complains that a car acquired with finance from Santander Consumer (UK) Plc wasn’t of satisfactory quality. What happened In September 2022 Mr Z was supplied with a car and entered into a conditional sale agreement with Santander. Mr Z experienced an issue wi... (3 pages)View decision -
Decision Reference DRN-4339809
12 Sep 2023 Zopa Bank Limited UpheldConsumer CreditDRN-4339809 The complaint Mr G complains that a car acquired with finance from Zopa Bank Limited wasn’t of satisfactory quality. What happened In October 2022 Mr G was supplied with a car and entered into a hire purchase agreement with Zopa. Around a month after getting the car Mr G notice... (2 pages)View decision -
Decision Reference DRN-4306359
12 Sep 2023 Helvetia Global Solutions Ltd UpheldInsuranceDRN-4306359 The complaint Mrs H has complained about the service provided by Helvetia Global Solutions Ltd (‘Helvetia’) under her home emergency insurance policy. For the avoidance of doubt, ‘Helvetia’ includes its agents, representatives, and contractors in this decision letter. What happ... (4 pages)View decision -
Decision Reference DRN-4242638
12 Sep 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4242638 The complaint A company, which I’ll refer to as H, complain that Advanced Payment Solutions Limited trading as Cashplus won’t refund an unauthorised payment taken from their account. Mr S, a director of H, brings this complaint on H’s behalf. What happened The details of this c... (3 pages)View decision -
Decision Reference DRN-4314047
12 Sep 2023 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-4314047 The complaint Mr W complains that he was unable to access his TransUnion credit report online, which in turn stopped him from using third party sites such as the government gateway site. What happened The details of this complaint are well known to both parties and so I won’t g... (3 pages)View decision -
Decision Reference DRN-4330893
12 Sep 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4330893 The complaint Mr W, in his capacity as the director of a limited company W, complains that Advanced Payment Solutions Limited trading as Cashplus Bank (“Cashplus”) won’t refund a transaction he didn’t authorise. What happened The full details of this complaint are well known t... (3 pages)View decision -
Decision Reference DRN-4236341
12 Sep 2023 Futures Assured Ltd UpheldPensions and AnnuitiesDRN-4236341 The complaint Mr M complains about the suitability of the advice he was given by Futures Assured Limited (FAL) to transfer his existing pension plans into a new plan with another provider. He’s also complained about how the adviser was able to approach him knowing the details o... (11 pages)View decision -
Decision Reference DRN-4048819
12 Sep 2023 U K Insurance Limited UpheldInsuranceDRN-4048819 The complaint Mr D complains about how U K Insurance Limited trading as Prudential Home Insurance (UKI) handled his claim on his home insurance policy. What happened Mr D had home insurance with UKI. In 2020 he made a claim for subsidence. It accepted the claim and investigated... (3 pages)View decision
