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 120469 results
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Decision Reference DRN-3858174
14 Dec 2022 Trussle Lab Ltd UpheldMortgagesDRN-3858174 The complaint Ms A and Ms C complain that Trussle Lab Ltd trading as Trussle delayed processing their mortgage application causing them to miss out on a preferential rate. What happened Ms A and Ms C spoke to a mortgage adviser at Trussle on 6 May 2022 and agreed which mortgage... (3 pages)View decision -
Decision Reference DRN-3546928
14 Dec 2022 Holborn Assets Ltd UpheldPensions and AnnuitiesDRN-3546928 The complaint Mrs R complains about the advice given by Holborn Assets Ltd to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a personal pension. She says the advice was unsuitable for her. She says she was told that she would get a better p... (8 pages)View decision -
Decision Reference DRN-3752730
14 Dec 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3752730 The complaint Mr T is unhappy that Barclays Bank UK PLC trading as Barclaycard have declined his application for a credit card. What happened Earlier this year, Mr T applied for a credit card but his application was declined. Barclaycard explained his current levels of borrowin... (3 pages)View decision -
Decision Reference DRN-3826087
14 Dec 2022 U K Insurance Limited UpheldInsuranceDRN-3826087 The complaint Mrs R has complained that UK Insurance Limited (‘UKI’) unfairly declined her claim for storm damage under her buildings insurance policy. For the avoidance of doubt, the term ‘UKI’ also includes its agents, surveyors and loss adjusters in this decision letter. Wha... (5 pages)View decision -
Decision Reference DRN-3836394
14 Dec 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3836394 The complaint Mr W has complained that Portal Financial Services LLP (previously known as Portafina LLP) ‘ruined’ his retirement plans by advising him to make inappropriate investments within a Transact self-invested personal pension (SIPP). What happened Portal advised Mr M to... (7 pages)View decision -
Decision Reference DRN-3858063
14 Dec 2022 Studio Retail Limited UpheldConsumer CreditDRN-3858063 The complaint and what happened Miss P complains that Studio Retail Limited (“Studio”) provided her with a catalogue shopping account that she could not afford, and then increased the limit on it. I’ve included relevant sections of my provisional decision from November 2022, wh... (3 pages)View decision -
Decision Reference DRN-3849012
14 Dec 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3849012 The complaint Mr O complains that Starling Bank Limited won’t refund to him the amount by which he was overcharged for some beers. What happened I issued a provisional decision on this complaint in November 2022 in which I described what had happened as follows: “Mr O used his ... (3 pages)View decision -
Decision Reference DRN-3858037
14 Dec 2022 QIC Europe Ltd UpheldInsuranceDRN-3858037 The complaint Mr B is unhappy a storm damage claim he made under his home insurance policy has been declined by QIC Europe Ltd (QIC). What happened In January 2022 both Mr B’s main house roof and garage roof suffered damage during bad weather. Mr B contacted QIC, his home insur... (6 pages)View decision -
Decision Reference DRN-3459447
14 Dec 2022 AMG Wealth Solutions LLP UpheldPensions and AnnuitiesDRN-3459447 The complaint Mr O complains about the advice given by AMG Wealth Solutions LLP to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has caused a financial loss. W... (15 pages)View decision -
Decision Reference DRN-3807840
14 Dec 2022 Haven Insurance Company Limited UpheldInsuranceDRN-3807840 The complaint Mr M complains that Haven Insurance Company Limited mishandled a claim on his motor insurance policy. Where I refer to Haven, I include claims-handlers and others insofar as I hold Haven responsible for their acts or omissions. What happened For the year from late... (3 pages)View decision
