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 121876 results
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Decision Reference DRN-3726866
26 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3726866 The complaint X is unhappy with the way British Gas Insurance Limited (British Gas) has dealt with his home care policy. What happened X had a home care policy with British Gas which included boiler care. e complained to British Gas about an incorrect email on his account and t... (4 pages)View decision -
Decision Reference DRN-3745957
26 Oct 2022 Verex Insurance Services Limited UpheldInsuranceDRN-3745957 The complaint Mrs M has complained about her car insurer Verex Insurance Services Limited because her monthly premium payment kept changing and charges kept being added. What happened Mrs M had a policy with Verex which renewed in May 2021, with Mrs M paying a monthly premium o... (2 pages)View decision -
Decision Reference DRN-3734947
26 Oct 2022 PrePay Technologies Limited UpheldBanking and PaymentsDRN-3734947 The complaint ‘I’, a sole trader business, complains about the way that PrePay Technologies Limited dealt with a fraud claim. What happened I explains that it noticed card payments on its account that it hadn’t made. It contacted PrePay on 30 December 2020 about them and was la... (2 pages)View decision -
Decision Reference DRN-3664608
26 Oct 2022 First Data Europe Limited UpheldBanking and PaymentsDRN-3664608 The complaint M, a limited company, complains that First Data Europe Limited won’t refund fees and charges made to an inactive merchant account. What happened M had a merchant services agreement with First Data. By 2016 M had incorporated and a new merchant account ID was requi... (3 pages)View decision -
Decision Reference DRN-3685065
26 Oct 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3685065 The complaint Mr H complains about the advice given by Portal Financial Services LLP to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). Portal processed the transfer of Mr H’s scheme benefits to the... (10 pages)View decision -
Decision Reference DRN-3774012
26 Oct 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3774012 The complaint Mr O is unhappy that TSB Bank plc returned a duplicate payment made into his account in error back to the sender without any prior notice to him. What happened A payment of £481.98 was made into Mr O’s TSB account. However, the payment was duplicated by the sender... (3 pages)View decision -
Decision Reference DRN-3729367
26 Oct 2022 Vanguard Asset Management, Ltd UpheldInvestmentsDRN-3729367 The complaint Mr S complained about the service received by Vanguard Asset Management ltd (“Vanguard”). He said it was responsible for a delay in transferring a Junior ISA (JISA) to its platform, that resulted in him cancelling the request and causing him investment losses. Wha... (4 pages)View decision -
Decision Reference DRN-3600988
26 Oct 2022 Freemans Plc UpheldConsumer CreditDRN-3600988 The complaint Ms J, who is represented by a third party, says Freemans Plc (“Freemans”) irresponsibly lent to her. She has requested that the interest and late payment charges she paid on her accounts be refunded. What happened This complaint is about two catalogue shopping acc... (3 pages)View decision -
Decision Reference DRN-3769990
26 Oct 2022 Nutmeg Saving and Investment Limited UpheldInvestmentsDRN-3769990 The complaint Mr H complains that Nutmeg Saving and Investment Limited made an error that meant he missed out on his ISA allowance for 2019/2020 for £20,000. What happened Mr H holds an investment account with Nutmeg. On 1 April 2020 he asked Nutmeg if the £20,000 he’d deposite... (4 pages)View decision -
Decision Reference DRN-3773389
26 Oct 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3773389 The complaint Mr K and Mrs K complain Barclays Bank UK PLC failed to provide accurate information regarding arrears on their mortgage account; about the impact of the arrears on their credit files; and about the service Barclays provided when they contacted them to resolve thei... (6 pages)View decision
