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 121262 results
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Decision Reference DRN-4319673
12 Sep 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4319673 The complaint Miss B complains that Santander UK Plc failed to properly administer her account leading to inconvenience, unnecessary stress and loss of funds. What happened Miss B explained that she noticed several transactions she didn’t recognise and reported them to a Santan... (3 pages)View decision -
Decision Reference DRN-4108156
12 Sep 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-4108156 The complaint A complain that Starling Bank Limited (“Starling”) failed to refund transactions they didn’t recognise. What happened A are a limited company and are represented here by Mr B who was involved in the incident. So, I’ll mainly refer to him throughout the complaint. ... (4 pages)View decision -
Decision Reference DRN-4216872
12 Sep 2023 Secure Trust Bank Plc UpheldConsumer CreditDRN-4216872 The complaint Miss W has complained about the quality of a car she acquired under a hire purchase agreement with Secure Trust Bank PLC, trading as V12 Vehicle Finance (V12). What happened The circumstances of the complaint are known to both parties. So I’m not going to go over ... (5 pages)View decision -
Decision Reference DRN-4284646
12 Sep 2023 West Bay Insurance Plc UpheldInsuranceDRN-4284646 The complaint Mr C complains about how West Bay Insurance plc (“West Bay”) handled a claim he made on his motor insurance policy. When I mention West Bay I also mean its suppliers and repairers. What happened Mr C had a motor insurance policy with West Bay covering his van whic... (3 pages)View decision -
Decision Reference DRN-4341510
12 Sep 2023 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4341510 The complaint Mr H says American Express Services Europe Limited (AmEx) unfairly closed his credit card account and mis-advised him about re-applying. What happened Mr H applied for an AmEx credit card account in September 2022. AmEx then suspended the account pending receipt o... (3 pages)View decision -
Decision Reference DRN-4311468
12 Sep 2023 AWP P&C SA UpheldInsuranceDRN-4311468 The complaint Mrs C and Mr W complain about how AWP P&C SA handled their travel insurance claim and that it hadn’t paid their claim. My references to AWP include its agents. What happened Mrs C has travel insurance for her and her family through her bank account. Mr W is al... (4 pages)View decision -
Decision Reference DRN-4309324
12 Sep 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4309324 The complaint Mrs W complains about the way her home insurance claim has been handled. I consider Great Lakes Insurance SE is responsible for this complaint. Reference to Great Lakes includes its agents and representatives. What happened I’ll summarise the main points about thi... (7 pages)View decision -
Decision Reference DRN-3789018
12 Sep 2023 Capital Professional Limited UpheldPensions and AnnuitiesDRN-3789018 The complaint Mr S complains about the advice he received from Cowgills Wealth Limited (‘Cowgills’) in relation to his former workplace pension with Scottish Widows (the ‘SW pension’ or the ‘plan’). This was a defined contribution scheme and he was advised to switch this plan t... (5 pages)View decision -
Decision Reference DRN-4344282
12 Sep 2023 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-4344282 The complaint Mr B complains that Harbour Rock Capital Limited (“HRCL”) failed to provide him with timely advice on the transfer of his pension benefits to a new pension plan. What happened Mr B received his advice from Portafina Investment Management Limited. However recently ... (6 pages)View decision -
Decision Reference DRN-4345239
12 Sep 2023 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-4345239 The complaint A company which I’ll refer to as “O” complains that PayPal (Europe) Sarl et Cie SCA (‘PayPal’) didn’t provide it with the requested information to locate a missing payment, which caused a financial loss. The complaint is brought on its behalf by its director, Ms G... (4 pages)View decision
