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 125299 results
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Decision Reference DRN-4210047
27 Jun 2023 Chetwood Financial Limited UpheldConsumer CreditDRN-4210047 The complaint Ms S says Chetwood Financial Limited, trading as BetterBorrow, irresponsibly lent to her. What happened Ms S took out a 36-month instalment loan for £3,000 on 16 March 2022. The monthly repayments were £123.85 and the total repayable was £4,458.80. Ms S says it wa... (3 pages)View decision -
Decision Reference DRN-4127969
27 Jun 2023 Zurich Insurance PLC UpheldInsuranceDRN-4127969 The complaint Ms L has complained about how Zurich Insurance PLC (Zurich) dealt with a claim under a home insurance policy. What happened Ms L contact Zurich to make a claim following a water leak at her home. Zurich accepted the claim and arranged for damage to the bathroom to... (2 pages)View decision -
Decision Reference DRN-4211934
27 Jun 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4211934 The complaint Mr E complains that Admiral Insurance (Gibraltar) Limited mishandled a motor insurance policy. What happened Mr E was in his thirties with a wife and children. In 2021, he had a provisional driving licence. In late January 2021, he took out an Admiral policy for a... (4 pages)View decision -
Decision Reference DRN-4206443
27 Jun 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4206443 The complaint Mr N complains that Bank of Scotland plc trading as Halifax (Bank of Scotland) won’t refund the money he lost after he fell victim to an ‘authorised push payment’ (“APP”) scam. What happened The background to this complaint is well-known to both parties, so I won’... (4 pages)View decision -
Decision Reference DRN-4210658
27 Jun 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4210658 The complaint Mr G complains Barclays Bank UK PLC (Barclays) failed to assist him when trying to set up telephone banking, resulting in him not having access to his funds. What happened Mr G says he tried, without success, on three occasions to register for telephone banking wh... (2 pages)View decision -
Decision Reference DRN-4184099
27 Jun 2023 Fairscore Ltd UpheldConsumer CreditDRN-4184099 The complaint Miss C says Fairscore Ltd, trading as Updraft, irresponsibly lent to her. What happened Miss C took out three instalment loans from Updraft. A summary of her borrowing follows: loan taken out value, £ term in months monthly repayment, £ total repayable, £ 1 18/04/... (4 pages)View decision -
Decision Reference DRN-4212200
27 Jun 2023 Allianz Business Services Limited UpheldInsuranceDRN-4212200 The complaint Mrs L is a sole trader. She has complained that Allianz Business Services Limited (ABSL) has asked her to pay for her business protection insurance policy after an error in setting up the payment for the policy meant that her direct debits were not taken. What hap... (2 pages)View decision -
Decision Reference DRN-4024188
27 Jun 2023 Target Servicing Limited UpheldMortgagesDRN-4024188 The complaint Ms K complains that Target Servicing Limited caused unnecessary delays when she wanted to redeem her help to buy loan. What happened Ms K bought a flat in 2012 with the assistance of the help to buy scheme. The help to buy scheme is a government scheme in place to... (4 pages)View decision -
Decision Reference DRN-3881799
27 Jun 2023 abrdn Fund Managers Limited UpheldInvestmentsDRN-3881799 The complaint Mrs H complains about the service provided by abrdn Fund Managers Limited (‘abrdn’) when it took longer than it should’ve done to deal with her request for the release of funds it held on her account after a planned share sale in June 2022. This complaint is broug... (3 pages)View decision -
Decision Reference DRN-4211513
27 Jun 2023 Succession Wealth Management Ltd UpheldPensions and AnnuitiesDRN-4211513 The complaint Mr B complains that Succession Wealth Management Ltd (‘SWM’) deposited his pension funds into the wrong bank account. What happened Mr B met with an adviser from SWM in July 2022 with a view to making a net withdrawal of £100,000 from his personal pension plan. A ... (4 pages)View decision
