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 120163 results
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Decision Reference DRN-3819433
7 Dec 2022 ITI Capital Limited UpheldInvestmentsDRN-3819433 The complaint Mrs R complains ITI Capital Limited (“ITI Capital”) didn’t administer her account properly. In particular she says ITI Capital failed to give her timely access to her account and took too long to transfer her account out to her new provider. What happened Mrs R ex... (2 pages)View decision -
Decision Reference DRN-3667648
7 Dec 2022 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-3667648 The complaint Mrs F complains about the delay applied to a switch of her pension funds by The Prudential Assurance Company Limited (Prudential). Mrs F says she was forced to cancel the switch of her funds to cash because of the 28-day delay. She decided to make the switch at a ... (9 pages)View decision -
Decision Reference DRN-3800044
7 Dec 2022 Openwork Limited UpheldMortgagesDRN-3800044 The complaint Mr and Mrs B complain they suffered a financial loss when purchasing a new home due to unnecessary delays caused by their broker. The broker was an appointed representative of Openwork Limited (“Openwork”). What happened Mr and Mrs B wanted to sell their existing ... (4 pages)View decision -
Decision Reference DRN-3798956
7 Dec 2022 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-3798956 The complaint Ms R complains about the hourly rate DAS Legal Expenses Insurance Company Limited (DAS LEI) said it would pay her preferred solicitors when she made a claim on a legal expenses insurance policy. What happened Ms R holds legal expenses insurance with DAS LEI. She m... (3 pages)View decision -
Decision Reference DRN-3796664
7 Dec 2022 West Bay Insurance Plc UpheldInsuranceDRN-3796664 The complaint Mr W complains that West Bay Insurance Plc (“West Bay”) declined a claim on his motor insurance policy. What happened Mr W had a motor insurance policy with West Bay covering his car. In March 2022, Mr W was driving his car in poor weather when he crashed. His car... (5 pages)View decision -
Decision Reference DRN-3843834
7 Dec 2022 Erudio Student Loans Limited UpheldConsumer CreditDRN-3843834 The complaint Mr H complains that Erudio Student Loans limited unfairly declined a deferment application and terminated his loan agreement. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr H had a stud... (3 pages)View decision -
Decision Reference DRN-3570810
7 Dec 2022 J D Williams & Company Limited UpheldConsumer CreditDRN-3570810 The complaint Mr G complains through his representative that J D Williams & Company Limited irresponsibly provided him with, and increased the credit limit on, mail order accounts so he couldn’t afford the repayments. What happened J D Williams provided Mr G with two mail o... (4 pages)View decision -
Decision Reference DRN-3817220
7 Dec 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3817220 The complaint Mr M complains that Bank of Scotland plc, trading as Halifax, blocked and then closed his bank account. What happened Mr M had an account with Halifax. In October 2020, Halifax decided to close Mr M’s account. It said it had done so following a recent risk assessm... (3 pages)View decision -
Decision Reference DRN-3793942
7 Dec 2022 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3793942 The complaint Mr K complains that Sainsbury’s Bank Plc (‘Sainsbury’s’) won’t refund two payments he says he didn’t make. What happened Mr K says that he made some credit card transactions in March 2021 but didn’t receive a statement so decided to make a payment of £100 in April... (4 pages)View decision -
Decision Reference DRN-3845642
7 Dec 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3845642 The complaint Ms C is unhappy with how Starling Bank Limited (‘Starling’) handled a payment they suspected she made as part of a scam. What happened On 5 November 2021, Ms C attempted to make a bank transfer of £3,000 to a friend (who I’ll refer to as P) who lives overseas. The... (5 pages)View decision
