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-4173969
11 Sep 2023 Skrill Limited UpheldBanking and PaymentsDRN-4173969 The complaint Mr H complains that Skrill Limited incorrectly processed a number of withdrawals he tried to make, which meant the money never credited his other account. What happened In mid-to-late 2021, Mr H tried to make a number of withdrawals from his account with Skrill to... (2 pages)View decision -
Decision Reference DRN-4101626
11 Sep 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4101626 The complaint Mr C complains a Barclays Bank UK PLC trading as Barclaycard (Barclays) system error resulted in his payment for a flight to be cancelled causing financial loss. What happened Mr C says he booked an overseas flight using two separate credit cards, one with another... (3 pages)View decision -
Decision Reference DRN-4290292
11 Sep 2023 RAC Insurance Limited UpheldInsuranceDRN-4290292 The complaint Mr H has complained about the service he received from RAC Insurance Limited’s service when he broke down in Europe. He said this ensured he incurred a significant level of excess costs due to its services failures, which RAC hasn’t refunded. What happened Mr H wa... (3 pages)View decision -
Decision Reference DRN-4340129
11 Sep 2023 QIC Europe Ltd UpheldInsuranceDRN-4340129 The complaint Mrs P complains about QIC Europe Limited’s (QIC) poor service following a claim under her home emergency policy. What happened Mrs P held a home emergency policy with QIC. She contacted QIC to make a claim as her toilet was leaking. It contacted an engineer who di... (4 pages)View decision -
Decision Reference DRN-4109405
11 Sep 2023 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-4109405 The complaint Ms M complains that Alexander Associates Group, an appointed representative of St James’s Place Wealth Management Plc (‘SJP’), failed to advise her about her pension which has led to her missing out on tax relief and additional pension benefits over several years.... (14 pages)View decision -
Decision Reference DRN-4341690
11 Sep 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4341690 The complaint E, a limited company complains that HSBC UK Bank Plc (HSBC) unfairly closed its bank account leading to lost income. E is represented in its complaint by a director, Mr E. What happened In 2022, HSBC carried out a safeguarding review but didn’t hear back from E de... (2 pages)View decision -
Decision Reference DRN-4322324
11 Sep 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4322324 Complaint Mr M has complained that Loans 2 Go Limited (“L2G”) provided him with an unaffordable loan. Background L2G provided Mr M with a loan of £1,000.00 in May 2023. This loan had an APR of 770% and an 18-month term. This all meant the total amount repayable of £3.700.08, wh... (4 pages)View decision -
Decision Reference DRN-4328904
10 Sep 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4328904 The complaint Mr J complains that Advantage Insurance Company Limited unfairly cancelled his motor insurance policy. What happened In early 2022, Mr J had a car. He insured it on a comprehensive policy for the year from 1 March 2022. The policy was in the name of an insurance i... (4 pages)View decision -
Decision Reference DRN-4113378
8 Sep 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4113378 The complaint Mr S complains about the quality of a used car that was supplied to him through a hire purchase agreement with BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (BMWFS). What happened In May 2022 Mr S acquired a used car through a hire purc... (4 pages)View decision -
Decision Reference DRN-4298517
8 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4298517 The complaint Mr P complains about Admiral Insurance (Gibraltar) Limited’s handling of a claim he made under his home emergency policy. Admiral is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agent. As Admiral has accepted ... (3 pages)View decision
