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 121262 results
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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 -
Decision Reference DRN-3692482
6 Dec 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3692482 The complaint Mrs E complains that a car acquired with finance from Creation Consumer Finance Ltd wasn’t of satisfactory quality. What happened In May 2021 Mrs E was supplied with a car and entered into a conditional sale agreement with Creation. Prior to delivery of the car, t... (3 pages)View decision
