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 125400 results
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Decision Reference DRN-4430927
29 Jan 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4430927 The complaint Ms H complains that Vanquis Bank Limited (“Vanquis”) reported a “Q” marker to the credit reference agencies when she raised a dispute about a transaction she didn’t recognise. The dispute was resolved in Ms H’s favour, but the Q marker is still showing on her cred... (2 pages)View decision -
Decision Reference DRN-4280119
29 Jan 2024 Pepper (UK) Limited UpheldMortgagesDRN-4280119 The complaint Mr E complains that Pepper (UK) Limited trading as Pepper Money told him his mortgage had been permanently converted to interest only terms, but then went back on that. What happened Mr E has a mortgage with Pepper Money. In 2018 he borrowed around £274,000 on rep... (8 pages)View decision -
Decision Reference DRN-4528172
29 Jan 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4528172 The complaint Mr O complains about the service he received from Revolut Ltd (“Revolut”) in relation to outbound transfers made from his account – in particular he is unhappy about the provision of incorrect information by its support staff and the inadequate investigation and h... (7 pages)View decision -
Decision Reference DRN-4570159
29 Jan 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4570159 The complaint Mr F complains about mistakes made by Phoenix Life Limited (Phoenix) in relation to the transfer of his pension What happened Mr F said that when he transferred his four pensions, Phoenix applied a market value reduction (MVR) of around £17,000. It later agreed it... (4 pages)View decision -
Decision Reference DRN-4586886
29 Jan 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4586886 The complaint Mr B complains about the due diligence London & Colonial Services Limited (‘L&C’) undertook before accepting Mr B’s application. Mr B complains that in 2012 L&C accepted his Self-Invested Personal Pension (‘SIPP’) application and allowed him to invest ... (52 pages)View decision -
Decision Reference DRN-4498374
29 Jan 2024 esure Insurance Limited UpheldInsuranceDRN-4498374 The complaint Mr M complains that after he made a claim on his motor insurance policy, esure Insurance Limited failed to communicate with him about the repairs to his car over many months. What happened Mr M’s car was damaged in a non-fault accident in November 2022. It went to... (3 pages)View decision -
Decision Reference DRN-4402954
29 Jan 2024 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-4402954 The complaint Mrs M complained about service from The Royal London Mutual Insurance Society Limited (The Royal). What happened Mrs M said she approached The Royal for further information to help make a decision about her pension options. Her questions were not answered fully wh... (3 pages)View decision -
Decision Reference DRN-4527328
29 Jan 2024 West Bay Insurance Plc UpheldInsuranceDRN-4527328 The complaint Mr L is unhappy with the service provided by West Bay Insurance Plc (West Bay) following a claim he made on his motorbike insurance policy. What happened Mr L purchased a new motorbike in February 2022 for £2,300. Mr L took out a motorbike insurance policy with We... (3 pages)View decision -
Decision Reference DRN-4542033
29 Jan 2024 Euroins AD UpheldInsuranceDRN-4542033 The complaint Mr and Mrs G complaint that there had been further delays by Euroins AD in settling a claim they made on their travel insurance policy. What happened Mr G became unwell whilst on holiday abroad in June 2022. They complained about the assistance they received and E... (2 pages)View decision -
Decision Reference DRN-4551985
29 Jan 2024 Citibank UK Limited UpheldBanking and PaymentsDRN-4551985 The complaint Mr F complaint relates to Citibank UK Limited’s decision to close his US dollar account and its level of customer service in assisting him in transferring the balance from the account. What happened Citibank wrote to Mr F in May 2023 to tell him that following a r... (3 pages)View decision
