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 120614 results
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Decision Reference DRN-4035707
4 Aug 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4035707 The complaint Mr I has complained that Metro Bank PLC failed to refund transactions he made to a gaming website which was acting illegally within the UK. What happened Mr I had a gaming account with an online casino that was based outside of the UK. Over the course of two month... (3 pages)View decision -
Decision Reference DRN-3971777
4 Aug 2023 NTM Financial Services Ltd UpheldPensions and AnnuitiesDRN-3971777 The complaint Mr J complains about the advice given by NTM Financial Services Ltd (‘NTM’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a personal pension. In summary he says the advice was unsuitable for him... (12 pages)View decision -
Decision Reference DRN-4283950
4 Aug 2023 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4283950 The complaint Miss L complains that Shop Direct Finance Company Limited (“Very”) has declined to amend information it has reported on her credit file, which she thinks should be recorded differently. What happened In October 2012 Miss L entered into a Debt Arrangement Scheme (“... (2 pages)View decision -
Decision Reference DRN-4189949
4 Aug 2023 AWP P&C SA UpheldInsuranceDRN-4189949 The complaint Mr S complains about how AWP P&C SA handled his claim against his travel insurance policy. Reference to AWP includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In summary, ... (4 pages)View decision -
Decision Reference DRN-4277038
4 Aug 2023 Unum Ltd UpheldInsuranceDRN-4277038 The complaint Mrs L has complained that Unum Ltd (‘Unum’) unfairly terminated her claim. What happened Mrs L has an income protection insurance policy underwritten by Unum. She became absent in 2017 due to illness. Unum reviewed the claim in October 2022 and said it would termi... (6 pages)View decision -
Decision Reference DRN-4238605
4 Aug 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4238605 The complaint Mr P complains about the service he received from Inter Partner Assistance SA (“IPA”) after he made a claim under his home emergency policy. IPA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As IPA h... (3 pages)View decision -
Decision Reference DRN-4242409
4 Aug 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4242409 The complaint Mr K complains Creation Financial Services Limited (“CFS”) closed his credit card account, and in doing so failed to: refund his annual account fee; provide a hotel voucher for a free night stay; and to transfer his reward points to the scheme operator. What happe... (3 pages)View decision -
Decision Reference DRN-4023893
4 Aug 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-4023893 The complaint F, a limited company, is unhappy that Starling Bank Limited (“Starling”) won’t reimburse the money it lost when it fell victim to a purchase scam. F is represented by its directors Mr C and Mr Y. But I’ve referred to F throughout this decision. What happened Both ... (3 pages)View decision -
Decision Reference DRN-4191894
4 Aug 2023 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-4191894 The complaint Mr P complains that St James’s Place Wealth Management Plc (SJP) incorrectly advised him to make pension contributions he couldn’t receive tax relief on. And to transfer an existing pension plan losing a valuable guarantee. He would like compensation for the losse... (11 pages)View decision -
Decision Reference DRN-4053124
3 Aug 2023 Sainsbury's Bank Plc UpheldMortgagesDRN-4053124 The complaint Mr and Mrs S complain that Sainsbury's Bank Plc unfairly recorded a late mortgage payment on their credit files. They say they missed out on a lower interest rate when they took out a loan. They ask that the adverse data is removed and for compensation. What ... (3 pages)View decision
