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 126036 results
-
Decision Reference DRN-4393667
17 Oct 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4393667 The complaint Mrs G and Mrs H, on behalf of the estate of the late Mr S, have complained that Santander UK Plc won’t refund transactions they say were unauthorised. What happened Mr S passed away in 2022. Starting a few weeks after his passing, cash withdrawals were made from h... (2 pages)View decision -
Decision Reference DRN-4351752
17 Oct 2023 Acromas Insurance Company Limited UpheldInsuranceDRN-4351752 The complaint Mrs A complains that Acromas Insurance Company Limited poorly handled a claim under her home insurance policy. Where I refer to Acromas, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened In January 2023, M... (3 pages)View decision -
Decision Reference DRN-4404431
17 Oct 2023 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4404431 The complaint Ms C is unhappy that Sainsbury’s Bank Plc haven’t made reasonable adjustments in consideration of her disabilities which affect her ability to have taken advantage of a promotional offer on a money transfer that Sainsbury’s were offering. What happened Ms C wanted... (4 pages)View decision -
Decision Reference DRN-4405343
17 Oct 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4405343 The complaint Mr E, represented by a third party, complains that NewDay Ltd trading as Aqua was irresponsible in its lending to him. What happened Mr E applied for an Aqua credit card in April 2013, and this was provided with an initial credit limit of £250. The credit limit wa... (3 pages)View decision -
Decision Reference DRN-4404455
17 Oct 2023 Sterling Currency Exchange Limited UpheldBanking and PaymentsDRN-4404455 The complaint Mrs A is unhappy that Sterling Currency Exchange Limited haven’t reimbursed a £15,000 transfer to her that was returned by the recipient. What happened To briefly summarise. Mrs A instructed Sterling to transfer £100,000 to an overseas recipient. The recipient ret... (2 pages)View decision -
Decision Reference DRN-4356605
17 Oct 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4356605 The complaint Miss F complains about how HSBC UK Bank Plc dealt with a credit balance refund. What happened Miss F accepts she made an overpayment on her credit card account of just over £500. She says HSBC didn’t deal appropriately with the refund which caused distress and inc... (2 pages)View decision -
Decision Reference DRN-4355198
17 Oct 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4355198 The complaint Mrs H has complained about Admiral Insurance (Gibraltar) Limited. She isn’t happy about the valuation of her car after it was deemed a total loss after a claim under her motor insurance policy. What happened Mrs H made a claim under her motor insurance policy and ... (2 pages)View decision -
Decision Reference DRN-4403897
17 Oct 2023 Premier Insurance Company Limited UpheldInsuranceDRN-4403897 The complaint Mrs H is unhappy Premier Insurance Company Limited indemnified her the incorrect amount when she made a claim for stolen items under her motor insurance policy. Any reference to Premier includes the actions of its agents. What happened The circumstances of this co... (2 pages)View decision -
Decision Reference DRN-4403740
17 Oct 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4403740 The complaint Mr W complains that Options UK Personal Pensions LLP (“Options” - formerly Carey Pensions) accepted his investment into a self-invested personal pension (SIPP) when, he says, it shouldn’t have accepted business from the business who introduced him to Options; Jack... (43 pages)View decision -
Decision Reference DRN-4405232
17 Oct 2023 True Potential Wealth Management LLP UpheldInvestmentsDRN-4405232 The complaint Mr C complains about advice he says he received from an authorised individual at True Potential Wealth Management LLP (“TPWM”). He says he received unsuitable advice to switch his pension and has suffered a loss as a result. What happened Mr C brought his complain... (11 pages)View decision
