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 119923 results
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Decision Reference DRN-4222624
1 Aug 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4222624 The complaint Mrs Q has complained about the way Creation Consumer Finance Ltd (Creation) administered a credit agreement she has with it. What happened Both parties are aware of the circumstances, so I’m not going to go over everything again in detail. But in summary, Mrs Q sa... (3 pages)View decision -
Decision Reference DRN-4273851
1 Aug 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4273851 The complaint Mr C complains about Bank of Scotland plc trading as Halifax’s decision to suspend his online banking access. What happened Mr C was making an online payment to a family member. The payment was stopped for further checks and Mr C was asked to contact the bank. He ... (3 pages)View decision -
Decision Reference DRN-4222284
1 Aug 2023 Madison CF UK Limited UpheldBanking and PaymentsDRN-4222284 The complaint Miss G complains that Madison CF UK Limited, trading as 118 118 Money, defaulted her credit card account without sending her a default notice, and while she was on and keeping to an agreed repayment plan. What happened Miss G had a credit card account with 118 118... (3 pages)View decision -
Decision Reference DRN-4274665
1 Aug 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4274665 The complaint Mr R complains that AA Underwriting Insurance Company Limited (“AA”) mishandled a claim on his motor insurance policy. What happened The subject matter of the claim and the complaint is a premium-brand car, first registered in early 2014. Mr R acquired it in 2017 ... (6 pages)View decision -
Decision Reference DRN-4276082
1 Aug 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4276082 The complaint Miss S complains about Royal & Sun Alliance Insurance Limited’s (“RSA”) decision to decline her claim under her home insurance policy. What happened Miss S says, following an accidental fire at her home, she made a claim against her policy. RSA declined the cl... (4 pages)View decision -
Decision Reference DRN-4276985
1 Aug 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4276985 The complaint Mr and Mrs G complain Royal and Sun Alliance Limited (RSA) completed a poor standard of repair to his garden wall after he made a claim on his home insurance policy. He said it did not repair it to the same condition it had been prior to the incident. References t... (3 pages)View decision -
Decision Reference DRN-4055910
1 Aug 2023 Buryfield Grange Limited UpheldPensions and AnnuitiesDRN-4055910 The complaint Mr W complains that he was given unsuitable advice by Buryfield Grange Limited (Buryfield) to transfer the benefits from a defined-benefit (DB) occupational pension scheme he held with a former employer to a personal pension arrangement (PP). What happened Mr W ha... (9 pages)View decision -
Decision Reference DRN-4270243
1 Aug 2023 Attivo Financial Services Limited UpheldPensions and AnnuitiesDRN-4270243 The complaint Ms L complains about advice provided by Attivo Financial Services Limited (Attivo) to transfer her self-invested personal pension (SIPP) to another provider. Ms L’s complaint has been brought on her behalf by a professional representative. What happened Ms L met w... (9 pages)View decision -
Decision Reference DRN-4104042
1 Aug 2023 Stagemount Limited UpheldConsumer CreditDRN-4104042 The complaint Miss B, through a representative, complains that Stagemount Limited, trading as Quidmarket, lent to her irresponsibly. What happened I’ve used a lot of information provided by Quidmarket to help me create this loan table. It seems from the records I have that Miss... (7 pages)View decision -
Decision Reference DRN-4270209
1 Aug 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4270209 The complaint Mrs M complains that ReAssure Limited failed to transfer her pension savings into a new Retirement Account in a timely manner. What happened I issued a provisional decision on this complaint in July 2023. In that decision I explained why I thought the complaint sh... (5 pages)View decision
