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 125400 results
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Decision Reference DRN-4208011
28 Jun 2023 FACET INVESTMENT MANAGEMENT LTD UpheldInvestmentsDRN-4208011 The complaint Mr G has complained about the actions of FACET Investment Management Limited (‘FACET’) when, under its discretionary mandate of his account, it invested his pensions into two funds which later failed. Mr G feels there was a conflict of interest and no action was t... (12 pages)View decision -
Decision Reference DRN-4203478
28 Jun 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4203478 The complaint Mr R complains Creation Financial Services Limited unfairly closed his credit card account, refused to transfer points he earned using his credit card, and failed to issue him a voucher for a hotel stay. He says he wasn’t told his account had been closed immediate... (2 pages)View decision -
Decision Reference DRN-4191739
28 Jun 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4191739 The complaint Mr M complains that Santander UK Plc unfairly applied account blocks. What happened Mr M has explained that he resides abroad. In November 2022 Santander wrote to the address registered to Mr M’s account in the UK and advised it needed information and documents to... (3 pages)View decision -
Decision Reference DRN-4145101
28 Jun 2023 London Community Credit Union Limited UpheldBanking and PaymentsDRN-4145101 The complaint Miss O complained because London Community Credit Union Limited (LCCU) debited two payments from her account, which she hadn’t authorised. She also wants a final statement, because access to her online account was blocked when she closed her account. What happened... (3 pages)View decision -
Decision Reference DRN-4210103
28 Jun 2023 Street (UK) C.I.C. UpheldConsumer CreditDRN-4210103 The complaint Ms M, through a representative complains that Street (UK) C.I.C. (Street) didn’t carry out proportionate affordability checks before it granted her loans. What happened Ms M was advanced six loans by Street and I’ve produced an overview of her lending history in t... (5 pages)View decision -
Decision Reference DRN-3884083
28 Jun 2023 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-3884083 The complaint Mrs H is unhappy with how Fortegra Europe Insurance Company Ltd (Fortegra) handled her claim for a damaged sofa. What happened Mrs H purchased a new sofa in October 2020. At the time of purchase, she also took out a five-year insurance policy to cover the sofa for... (4 pages)View decision -
Decision Reference DRN-4196427
28 Jun 2023 Calpe Insurance Company Limited UpheldInsuranceDRN-4196427 The complaint Mr N complains about the policy excess amount Calpe Insurance Company Limited (Calpe) are requiring him to pay following a claim against his motor insurance policy. What happened Mr N held a motor insurance policy with Calpe which carried an all sections excess of... (2 pages)View decision -
Decision Reference DRN-4175407
28 Jun 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4175407 The complaint A company, which I’ll refer to as “P”, complains that Barclays Bank UK PLC unfairly defaulted its Bounce Back Loan facility. One of P’s directors, Mr S, brings the complaint on the company’s behalf. What happened P banked with Barclays, holding a business current ... (8 pages)View decision -
Decision Reference DRN-4215240
28 Jun 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4215240 The complaint Mr J has complained about the way Advantage Insurance Company Limited have handled his claim under his car insurance policy. I appreciate Mr J dealt with an insurance broker representing Advantage on his claim, but, for the sake of ease, I’ve referred to Advantage... (3 pages)View decision -
Decision Reference DRN-4215268
28 Jun 2023 EFG Private Bank Limited UpheldInvestmentsDRN-4215268 The complaint Mr and Mrs H complain about the service provided by EFG Private Bank Limited (‘EFG’) during the process of arranging ISA transfers to Mr and Mrs H’s new portfolio management service (whom I’ll call ‘S’). They say EFG was responsible for delays during the transfer ... (7 pages)View decision
