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 121876 results
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Decision Reference DRN-3947803
8 Feb 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3947803 The complaint Mr S complains about the service he received from National Westminster Bank Plc (NatWest) while he was trying to change bank notes in branch. What happened I previously issued a provisional decision on this case. It was my intention to come to a different outcome ... (4 pages)View decision -
Decision Reference DRN-3947605
8 Feb 2023 Madison CF UK Limited UpheldConsumer CreditDRN-3947605 The complaint Mr W complains that Madison CF UK Limited trading as 118 118 Money irresponsibly lent to him. He says at the time he had a gambling addiction and had borrowed three loans before 118 118 Money approved his loans. What happened 118 118 Money lent Mr W two loans, the... (3 pages)View decision -
Decision Reference DRN-3933056
8 Feb 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3933056 The complaint B, a limited company, complains that Bank of Scotland plc won’t allow it to transfer its overdraft to a new account following fraud. What happened It isn’t in dispute that B was the victim of fraud. In February, March and April 2022 a fraudster was able to imperso... (3 pages)View decision -
Decision Reference DRN-3932839
8 Feb 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3932839 The complaint Mr O complains that NewDay Ltd hasn’t refunded the amount, he paid on his credit card for a faulty item. What happened In May 2021 Mr O used his credit card to order several items on an online marketplace, owned by a business (who I’ll call ... (3 pages)View decision -
Decision Reference DRN-3938098
8 Feb 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-3938098 The complaint Mr K complains that ReAssure Limited can’t locate and provide information about a policy he took out in 1989. What happened Mr K set up several policies with Legal & General (L&G) in the late 1980s. In October 2018 L&G sent a letter to Mr K about a cha... (4 pages)View decision -
Decision Reference DRN-3878551
7 Feb 2023 Experian Limited UpheldConsumer CreditDRN-3878551 The complaint Mr K has complained that Experian Limited recorded someone else’s information on his credit file. What happened In late 2022, a county court judgement (CCJ) was added to Mr K’s credit file. The CCJ had been registered against someone with the same name and same ad... (3 pages)View decision -
Decision Reference DRN-3949661
7 Feb 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3949661 The complaint Mr C 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; Cale... (43 pages)View decision -
Decision Reference DRN-3823695
7 Feb 2023 Insight Financial Associates Limited UpheldPensions and AnnuitiesDRN-3823695 The complaint Mrs K complains about the suitability of the advice given to her by Insight Financial Associates Limited (Insight) regarding the transfer of her Scottish Widows personal pension to a Self-Invested Personal Pension (SIPP) held with Succession and the subsequent inv... (6 pages)View decision -
Decision Reference DRN-3688075
7 Feb 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-3688075 The complaint Mr B complains that Metro Bank PLC won’t reimburse him for the money he lost when he fell victim to an ‘authorised push payment’ (“APP”) safe account scam. What happened The details of this case have been clearly set out by our Investigator. As such, the facts are... (4 pages)View decision -
Decision Reference DRN-3901452
7 Feb 2023 Sabre Insurance Company Limited UpheldInsuranceDRN-3901452 The complaint Mr H complains about how Sabre Insurance Company Limited handled his claim on his commercial vehicle insurance policy. What happened Mr H had a commercial vehicle insurance policy to cover his van. In September 2021 he experienced a problem with the gears while he... (2 pages)View decision
