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-3787325
3 Nov 2022 ITI Capital Limited UpheldInvestmentsDRN-3787325 The complaint Mr and Mrs H have complained about the time it has taken, and the treatment they have received from ITI Capital Limited (‘ITI’) when their accounts were migrated over from a previous firm. ITI didn’t respond to their request to transfer their accounts after they h... (6 pages)View decision -
Decision Reference DRN-3720871
3 Nov 2022 Age Partnership Limited UpheldMortgagesDRN-3720871 The complaint The estate of Mr C complains that Age Partnership Limited didn’t treat Mr C fairly when it gave him advice in respect of three equity release mortgages. Further, the estate considers that Age Partnership ought to have done more when he approached it for a fourth a... (12 pages)View decision -
Decision Reference DRN-3681068
3 Nov 2022 Retail Money Market Ltd UpheldBanking and PaymentsDRN-3681068 The complaint Miss B complains that Retail Money Market Ltd trading as RateSetter has held her liable for a loan which she says she didn’t open. What happened In September 2021 a loan for £3,000 was opened in Miss B’s name. The loan was paid into her current account and most of... (2 pages)View decision -
Decision Reference DRN-3787342
3 Nov 2022 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3787342 The complaint Mr H complains he was given unsuitable advice by Colonial Mutual, now Aviva Life & Pensions UK Limited (Aviva), in 1992 and 1998 about a Free Standing Additional Voluntary Contributions (FSAVC) policy. What happened I issued a provisional decision on 20 Octobe... (6 pages)View decision -
Decision Reference DRN-3787253
3 Nov 2022 HSBC UK Bank Plc UpheldConsumer CreditDRN-3787253 The complaint Mrs C is unhappy that HSBC UK Bank Plc reported a default incorrectly to her credit file. What happened In September 2021, HSBC defaulted Mrs C’s loan account and reported it to her credit file. At that time Mrs C was attempting to obtain a mortgage to purchase a ... (4 pages)View decision -
Decision Reference DRN-3309630
3 Nov 2022 Union Reiseversicherung AG UpheldInsuranceDRN-3309630 The complaint Ms A has complained about the way Union Reiseversicherung AG (‘URV’) has handled a claim she made on her travel insurance policy. Any references to URV include its representatives and cost containment agents. What happened Ms A bought a single trip travel insuranc... (4 pages)View decision -
Decision Reference DRN-3787577
3 Nov 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3787577 The complaint A company, which I’ll refer to as M, complains that Lloyds Bank PLC won’t refund money it lost to a scam. Mrs M, who is a director of M, brings the complaint on M’s behalf. Background I issued a provisional decision on this case on 5 October 2022. I’ve copied the ... (6 pages)View decision -
Decision Reference DRN-3784674
3 Nov 2022 Stripe Payments UK Limited UpheldBanking and PaymentsDRN-3784674 The complaint U, a limited company complains that Stripe Payments UK Limited misled it into buying a service that wasn’t suitable for its needs. U wants Stripe to apologise, explain what happened and pay compensation. U is represented in its complaint by Mr M, a director. What ... (3 pages)View decision -
Decision Reference DRN-3784690
3 Nov 2022 Stripe Payments UK Limited UpheldBanking and PaymentsDRN-3784690 The complaint X, a limited company complains that Stripe Payments UK Limited misled it into buying a service that wasn’t suitable for its needs. X wants Stripe to apologise, explain what happened and pay compensation. X is represented in its complaint by Mr M, a director. What ... (3 pages)View decision -
Decision Reference DRN-3786818
3 Nov 2022 Society of Lloyd's UpheldInsuranceDRN-3786818 The complaint G has complained that Society of Lloyd’s unfairly turned down a claim on its contingency non-appearance insurance policy after the performance of an event it was involved in was cancelled due to the impact of the Covid-19 pandemic. Mr C has brought the complaint o... (6 pages)View decision
