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-3515358
26 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3515358 The complaint Mr M complains that NewDay Ltd, trading as Aqua, lent to him irresponsibly. What happened In January 2018 Mr M opened a credit card account with NewDay. He had an initial account limit of £1,200 which was increased to £2,400 in September 2018. Further increases in... (3 pages)View decision -
Decision Reference DRN-3228237
26 Sep 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3228237 The complaint Mr H complains that Lloyds Bank PLC has stopped him accessing his online banking. What happened Mr H is a pensioner who has been a customer of Lloyds Bank for many years. He has two accounts with Lloyds Bank – an account with a debit card and an account with a cre... (4 pages)View decision -
Decision Reference DRN-2896364
26 Sep 2022 London and Capital Asset Management Limited UpheldInvestmentsDRN-2896364 The complaint Mr and Mrs N complain about the suitability of investment advice they received from London and Capital Asset Management Limited (L&C). In summary, they’re unhappy with the level of risk they were advised to take which caused unnecessary losses. What happened M... (5 pages)View decision -
Decision Reference DRN-3691124
26 Sep 2022 Oodle Financial Services Limited UpheldConsumer CreditDRN-3691124 The complaint Ms D complains that Oodle Financial Services Limited refused to let her reject a faulty car. What happened In November 2019 Ms D acquired a second-hand car costing £12,100. It was funded by a deposit of £100 and the balance by a hire purchase agreement with Oodle.... (4 pages)View decision -
Decision Reference DRN-3717737
26 Sep 2022 Blue Motor Finance Ltd UpheldConsumer CreditDRN-3717737 The complaint Mrs D has complained that Blue Motor Finance Ltd (“BMF”) didn’t treat her fairly when it terminated her hire purchase agreement. Mrs D has brought her complaint via a representative but for clarity I will generally refer to her throughout. What happened In January... (7 pages)View decision -
Decision Reference DRN-3712891
26 Sep 2022 James Hay Administration Company Ltd UpheldPensions and AnnuitiesDRN-3712891 The complaint Mr J complains about delays caused by James Hay Administration Company Ltd (JH) in transferring his SIPP funds to enable him to set up his annuity. What happened Mr J said he took financial advice and set up two Self-invested Personal Pensions (SIPPS) with JH in t... (11 pages)View decision -
Decision Reference DRN-3719660
26 Sep 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3719660 The complaint Mr S and Mrs W are unhappy with the amount AXA Insurance UK Plc (AXA) has paid in settlement of a claim they made under their home insurance policy. What happened The details of this complaint are well known to both parties, so I will not repeat them again in full... (6 pages)View decision -
Decision Reference DRN-3639031
26 Sep 2022 ITI Capital Limited UpheldInvestmentsDRN-3639031 The complaint Mr W complains that since the migration of his account – from a previous provider to ITI Capital Limited (“ITI”) – he’s been unable to access his account, withdraw funds and/or manage his holdings. Due to the ongoing account access difficulties, Mr W requested to ... (5 pages)View decision -
Decision Reference DRN-3618337
26 Sep 2022 ITI Capital Limited UpheldInvestmentsDRN-3618337 The complaint Mr H complains ITI Capital Limited (“ITI Capital”) failed to provide a working trading platform when it took over his investment account and then took too long to transfer out his account. What happened Mr H told us he never got full use of his account due to tech... (3 pages)View decision -
Decision Reference DRN-3691370
26 Sep 2022 Santander UK Plc UpheldInsuranceDRN-3691370 The complaint Mrs B has complained that Santander UK Plc mis-sold her a personal loan payment protection insurance (PPI) policy. What happened Mrs B arranged the loan over the internet in September 2011 and was sold PPI at the same time. Our adjudicator upheld the complaint. Sa... (2 pages)View decision
