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 121479 results
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Decision Reference DRN-3840655
22 Dec 2022 Acromas Insurance Company Limited UpheldInsuranceDRN-3840655 The complaint Mr B complains about the settlement payment Acromas Insurance Company Limited (Acromas) offered for his car after it was written-off following an accident, under his motor insurance policy. What happened Mr B was involved in an accident where another vehicle colli... (4 pages)View decision -
Decision Reference DRN-3871087
22 Dec 2022 Punter Southall SIPP Limited UpheldPensions and AnnuitiesDRN-3871087 The complaint Mrs G complains that Punter Southall SIPP Limited, which previously traded as ‘PSFM SIPP’ (PSFM), failed to carry out due diligence checks when accepting her application for a Self- Invested Personal Pension (SIPP). She says it didn’t carry out appropriate checks ... (20 pages)View decision -
Decision Reference DRN-3259318
22 Dec 2022 D C Financial Limited UpheldPensions and AnnuitiesDRN-3259318 The complaint Mr D complains about the suitability of the advice provided to him by D C Financial Limited (DCFL) to transfer the value of his defined benefit (DB) British Steel Pension Scheme (BSPS), to a personal pension plan. Mr D is represented in this complaint by a third p... (12 pages)View decision -
Decision Reference DRN-3869452
22 Dec 2022 Bank of Ireland (UK) Plc UpheldBanking and PaymentsDRN-3869452 The complaint Ms P complained about unauthorised debits on her account with Bank of Ireland (UK) Pic, and about poor customer service when she tried to sort it out. What happened Ms P had a Post Office Money account, administered by Bank of Ireland, which she’d opened in June 2... (5 pages)View decision -
Decision Reference DRN-3871401
22 Dec 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3871401 The complaint Mr G complains that Madison CF UK Limited trading as 118 118 Money (“118 118”) was irresponsible to lend to him on two occasions. Mr G has brought his complaint to us via a complaints management company but, for simplicity, I’ll refer to him throughout. What happe... (3 pages)View decision -
Decision Reference DRN-3626319
22 Dec 2022 PayrNet Limited UpheldBanking and PaymentsDRN-3626319 Complaint Mr A is unhappy that PayrNet Limited restricted and eventually closed his account. Background Mr A had an account with PayrNet. Mr A knows PayrNet by the trading name Pockit, so I will use that name throughout this decision. In September 2021, Pockit decided to apply ... (2 pages)View decision -
Decision Reference DRN-3870724
22 Dec 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3870724 The complaint A partnership, which I’ll refer to as G, complains about a fixed rate business loan which the partners say was mis-sold by Santander UK Plc. What happened In 2014, G took out two business loans from Santander, each with a 20-year repayment profile. One was for £57... (7 pages)View decision -
Decision Reference DRN-3813699
22 Dec 2022 Tor Currency Exchange Limited UpheldBanking and PaymentsDRN-3813699 The complaint Mrs A and Mrs M complain that Tor Currency Exchange Limited (Tor FX) failed to carry out an agreed currency exchange. As a result, they incurred fees and would like compensation. What happened The facts of this case are known to both parties, so I won’t go into a ... (3 pages)View decision -
Decision Reference DRN-3809041
22 Dec 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3809041 The complaint Mrs R complains that Barclays Bank UK plc recorded a default about her account with credit reference agencies without contacting her before doing so. What happened Mrs R had a joint current account with Barclays. She opened the account as a sole account in 1997 an... (4 pages)View decision -
Decision Reference DRN-3818238
22 Dec 2022 Adrian Flux Insurance Services Group UpheldInsuranceDRN-3818238 The complaint Miss C complains that Adrian Flux Insurance Services Group (“Adrian Flux”) is responsible for poor service in connection with her motor insurance policy. Where I refer to Adrian Flux, I include its claims helpline call-handlers and others insofar as I hold Adrian ... (3 pages)View decision
