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 128312 results
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Decision Reference DRN-4172216
6 Jun 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4172216 Complaint Miss L has complained that Bank of Scotland Plc (trading as “Halifax”) irresponsibly provided her with an overdraft and then unfairly continued applying charges to it when it ought to have seen that she couldn’t repay what she owed. Background One of our adjudicators ... (3 pages)View decision -
Decision Reference DRN-3883375
5 Jun 2023 Ikano Bank AB (publ) UpheldBanking and PaymentsDRN-3883375 The complaint Mr W complains that Ikano Bank AB (publ) declined his claim under section 75 of the Consumer Credit Act 1974 for a refund of his purchase of a sofa. What happened In November 2021 Mr W ordered a sofa with a chaise longue and paid for it with a two year, zero-inter... (4 pages)View decision -
Decision Reference DRN-4022891
5 Jun 2023 Scottish Friendly Assurance Society Limited UpheldPensions and AnnuitiesDRN-4022891 The complaint Miss T complains that Scottish Friendly Assurance Society Limited (SF) gave her incorrect information when she was deciding how to access her pension, which caused delays and a financial loss. What happened Miss T had a Group Personal Pension with SF. In February ... (7 pages)View decision -
Decision Reference DRN-4004386
5 Jun 2023 U K Insurance Limited UpheldInsuranceDRN-4004386 The complaint Mr P complains that U K Insurance Limited (UKI) held him responsible for claims made on his motor insurance policy when he was no longer the owner of the car. What happened Mr P was involved in an incident in October 2021 and his car was deemed a total loss. But ... (3 pages)View decision -
Decision Reference DRN-4070168
5 Jun 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4070168 The complaint Mr J complains that Options UK Personal Pensions LLP (‘Options’) shouldn’t have accepted his application to transfer his defined benefit pension into a self-invested personal pension (‘SIPP’) and invest his funds in a Friends Provident International (‘FPI’) bond. ... (39 pages)View decision -
Decision Reference DRN-4007125
5 Jun 2023 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4007125 The complaint Mr A complains about the settlement that Watford Insurance Company Europe Limited paid him for the total loss of his car following a claim made on his motor insurance policy. What happened Mr A’s car was damaged, and he made a claim to Watford. It declared the car... (2 pages)View decision -
Decision Reference DRN-4044115
5 Jun 2023 Financial Administration Services Limited UpheldInvestmentsDRN-4044115 The complaint Mrs A has complained that Financial Administration Services Limited (“Financial Administration”) accessed her account without authorisation and changed her title. Background Mrs A holds an investment account with Financial Administration. Earlier this year she con... (3 pages)View decision -
Decision Reference DRN-4136214
5 Jun 2023 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-4136214 The complaint Mr B complains that he the compensation he has been offered by The Royal London Mutual Insurance Society Limited (“Royal London”) for its provision of inappropriate advice, or insufficient information, about making some additional pension contributions, is unfair.... (4 pages)View decision -
Decision Reference DRN-4075004
5 Jun 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4075004 The complaint Mr R, through a representative, says Madison CF UK Limited, trading as 118 118 Money, irresponsibly lent to him. What happened This complaint is about two 18-month instalment loans that 118 118 Money provided to Mr R. The first was in February 2018 for £2,000. The... (3 pages)View decision -
Decision Reference DRN-4141733
5 Jun 2023 Embark Investment Services Limited UpheldPensions and AnnuitiesDRN-4141733 The complaint Mr G has complained about the length of time it took Embark Investment Services Limited to switch his pension with them to his new provider. He says the delays they caused resulted in him losing out on investment growth in his new pension. Mr G would like Embark t... (7 pages)View decision