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 121876 results
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Decision Reference DRN-4236629
21 Jul 2023 AWP P&C SA UpheldInsuranceDRN-4236629 The complaint Mr and Mrs W, along with Mr W and Miss W are unhappy that AWP P&C SA declined a claim they made under their travel insurance policy. In addition, they are unhappy with the level of service provided by AWP. AWP appointed representatives to handle this claim on ... (4 pages)View decision -
Decision Reference DRN-4256065
21 Jul 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4256065 The complaint Q, a business represented by Ms T, complains Santander UK Plc lost documents. What happened Q held an account at Santander and although there was a credit balance on the account it hadn’t been used for some time. Santander blocked the account because it hadn’t bee... (3 pages)View decision -
Decision Reference DRN-4227132
21 Jul 2023 Chetwood Wealth Management Ltd UpheldPensions and AnnuitiesDRN-4227132 The complaint Mrs P complains about the advice given by Chetwood Wealth Management Ltd (Chetwood) to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a personal pension. She says the advice was unsuitable for her and believes this has caused ... (8 pages)View decision -
Decision Reference DRN-4253480
21 Jul 2023 Evergreen Finance London Limited UpheldConsumer CreditDRN-4253480 The complaint Mr P complains Evergreen Finance London Limited trading as MoneyBoat.co.uk (MoneyBoat) provided him with loans without carrying out the proper checks. Mr P is also unhappy that between 2020 and 2023 MoneyBoat updated its website to reflect that taking out these so... (7 pages)View decision -
Decision Reference DRN-4242890
21 Jul 2023 TSB Bank plc UpheldBanking and PaymentsDRN-4242890 Complaint Miss P has complained that TSB Bank Plc (“TSB”) irresponsibly provided her with an overdraft which it increased the limit on and then added interest fees and charges to her balance which caused financial difficulty. Background One of our adjudicators looked at Miss P’... (3 pages)View decision -
Decision Reference DRN-4191429
21 Jul 2023 Automobile Association Insurance Services Limited UpheldInsuranceDRN-4191429 The complaint Mr M complains about Automobile Association Insurance Services Limited referring him to an accident management company (AMC). What happened In January 2021 Mr M’s vehicle was involved in a collision with a third-party one. His son called Mr M’s motor insurance bro... (3 pages)View decision -
Decision Reference DRN-4249824
21 Jul 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4249824 The complaint Mrs B has complained that she is unhappy with the quality of a car she acquired in September 2021 using a hire purchase agreement with BMW Financial Services (GB) Limited, trading as Alphera Financial Services (“BMW”). What happened Mrs B acquired a used Kia Sport... (4 pages)View decision -
Decision Reference DRN-4250711
21 Jul 2023 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4250711 The complaint Miss B complains The Royal Bank of Scotland Plc (RBS) added incorrect information to her credit file. What happened Miss B held a current account, with an arranged overdraft, and RBS wrote to her to say it was closing her account. RBS gave Miss B 60 days’ notice a... (3 pages)View decision -
Decision Reference DRN-4249711
21 Jul 2023 Lloyds Bank PLC UpheldConsumer CreditDRN-4249711 The complaint Mr J complained that Lloyds Bank PLC (“Lloyds”) irresponsibly granted him three personal loans (in 2018, 2019 and 2022) that he couldn’t afford to repay. What happened In September 2018, Mr J took out a loan of £7,500 (account number ending 0808), over a term of 6... (5 pages)View decision -
Decision Reference DRN-4237676
20 Jul 2023 Halifax Share Dealing Limited UpheldPensions and AnnuitiesDRN-4237676 The complaint Mrs M complains that Halifax Share Dealing Limited (trading as iWeb) have taken too long transferring her Self-Invested Personal Pension (SIPP) to Hargreaves Lansdown (HL). Despite initiating the switch back in February 2021, Mrs M says Halifax are yet to transfer... (8 pages)View decision
