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 125399 results
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Decision Reference DRN-4318317
25 Aug 2023 Wirecard Card Solutions Limited UpheldBanking and PaymentsDRN-4318317 The complaint Mr D complains Wirecard Card Solutions Limited, trading as “Pockit”, restricted and closed his account and returned all the money held in it to the source accounts. To put things right, Mr D wants Pockit to return his funds and pay compensation for the distress an... (5 pages)View decision -
Decision Reference DRN-4121197
25 Aug 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4121197 The complaint Mr S complains Barclays Bank UK PLC refused to refund a large number of payments he didn’t make on his current account. He wants Barclays to refund those payments. What happened I summarised the background facts behind Mr S’ complaint in my provisional decision. I... (6 pages)View decision -
Decision Reference DRN-4317546
24 Aug 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4317546 The complaint Mr R is unhappy with the service he received from Bank of Scotland plc, trading as Halifax, surrounding transfers he wanted to make from his account. What happened Mr R wanted to make a series of transfers from his account. Some of these transfers were flagged by ... (2 pages)View decision -
Decision Reference DRN-4268671
24 Aug 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4268671 The complaint Miss N has complained about the service provided by Lloyds Banks General Insurance Limited (‘Lloyds’) under her home insurance policy. For the avoidance of doubt, the term Lloyds, also includes its contractors, loss adjusters, agents, and representatives. What hap... (4 pages)View decision -
Decision Reference DRN-4285512
24 Aug 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4285512 The complaint Mr J complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In early 2013, Mr J was contacted by a re... (42 pages)View decision -
Decision Reference DRN-4191334
24 Aug 2023 MotoNovo Finance Limited UpheldInsuranceDRN-4191334 The complaint Miss P has complained that MotoNovo Finance Limited mis-sold her a payment protection insurance (PPI) policy when she took out finance to buy a car. What happened Miss P contacted MotoNovo in May 2022 to say that she had been off sick for three weeks, at which tim... (2 pages)View decision -
Decision Reference DRN-4220111
24 Aug 2023 One Insurance Limited UpheldInsuranceDRN-4220111 The complaint Mrs C says One Insurance Limited didn’t pay her enough for her written-off car when she made a claim on her motor insurance policy. What happened Mrs C’s car was damaged in a collision with a lorry. One Insurance decided it was a total loss and got a valuation of ... (2 pages)View decision -
Decision Reference DRN-4263702
24 Aug 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4263702 The complaint Mr R complains that Creation Financial Services Limited unreasonably closed his credit card account, which meant he missed out on available rewards. He’d like to be compensated for this. What happened Mr R had a credit card with Creation, that offered up various r... (2 pages)View decision -
Decision Reference DRN-4283246
24 Aug 2023 eToro (UK) Ltd UpheldInvestmentsDRN-4283246 The complaint Mr F complains about a fee he was charged when making a withdrawal from an account he holds with eToro (UK) Ltd. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving the reason... (2 pages)View decision -
Decision Reference DRN-4234276
24 Aug 2023 Aviva Insurance Limited UpheldInsuranceDRN-4234276 The complaint Mr K and Ms K complain about Aviva Insurance Limited’s handling of a claim they made under their home emergency insurance policy. Mr K and Ms K are joint policy holders. As most of the communication relating to the complaint has been from Mr K, I’ll refer mainly t... (3 pages)View decision
