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 125400 results
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Decision Reference DRN-3961607
10 Mar 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-3961607 The complaint Mr M complains that there is a fault with the solar panel system he had installed and paid for using his Nationwide credit card. What happened Mr M raised a claim with Nationwide in October 2021 under Section 75 of the Consumer Credit Act 1974 (Section 75) due to ... (4 pages)View decision -
Decision Reference DRN-3948432
10 Mar 2023 The On-Line Partnership Limited UpheldPensions and AnnuitiesDRN-3948432 The complaint Mr A complains about the advice that an appointed representative of The On-Line Partnership Limited (‘TOPL’) gave to him to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable f... (10 pages)View decision -
Decision Reference DRN-4013470
10 Mar 2023 Rock Insurance Services Limited UpheldInsuranceDRN-4013470 The complaint Mrs and Mr F complain that Rock Insurance Service Limited sent their travel insurance documentation to a third party without their consent. Rock is the intermediary for this policy. Part of this complaint concerns the actions of a travel agent. As Rock has accepte... (4 pages)View decision -
Decision Reference DRN-3768280
10 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3768280 The complaint Miss S complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of what she feels was a scam. What happened Miss S works in the fashion industry and, in March 2021, she was approached by a designer she had met a few times through work ... (4 pages)View decision -
Decision Reference DRN-3701162
10 Mar 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3701162 The complaint Ms T complains that when she crystallised her pension with Aviva Life & Pensions UK Limited, she was told the tax-free cash amount to be paid was £112,286.11 but she only received £109,134; the transactions weren’t all completed on the correct day; and an amou... (3 pages)View decision -
Decision Reference DRN-3989633
10 Mar 2023 Klarna Bank AB (publ) UpheldConsumer CreditDRN-3989633 The complaint Mrs S is unhappy that Klarna Bank AB (publ) ‘Klarna’ defaulted her fixed sum loan account and passed the outstanding balance to a debt collector. What happened Mrs S took out a 39-month fixed sum loan with Klarna on 10 October 2020. The loan was for £2,745. Mrs S ... (3 pages)View decision -
Decision Reference DRN-3949945
10 Mar 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3949945 The complaint Mr F complains that Basset Gold Limited, an appointed representative of Gallium Fund Solutions Limited, mis-sold him an investment in 2017. He says the firm misled him as to the true investment strategy and the level of risk of the bond involved. What happened In ... (5 pages)View decision -
Decision Reference DRN-4008038
10 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4008038 The complaint Mr T complains HSBC UK Bank Plc (“HSBC”) closed his Basic bank account and did so without any notice. Mr T also complains HSBC sent him a cheque when it knew he wouldn’t be able to physically cash it - nor has he been able to. Mr T adds that a payment from a law f... (5 pages)View decision -
Decision Reference DRN-3960274
10 Mar 2023 Markerstudy Insurance Company Limited UpheldInsuranceDRN-3960274 The complaint Mr F complains about the valuation given for his car by Markerstudy Insurance Company Limited, after he made an insurance claim following an accident. Mr F is also unhappy about storage charges deducted from the settlement figure. What happened To summarise, on 8 ... (4 pages)View decision -
Decision Reference DRN-3787796
10 Mar 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3787796 The complaint Mrs J invested in a bond issued by Basset & Gold Plc (“B&G Plc”). She complains that it was mis-sold to her by Basset Gold Limited (“BG Ltd”), an appointed representative of Gallium Fund Solutions Limited (“Gallium”). She says it was unsuitable for her and... (5 pages)View decision
