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 122183 results
-
Decision Reference DRN-3745582
19 Oct 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3745582 The complaint Mr G has complained Starling Bank Limited won’t refund him for transactions he didn’t make. What happened Mr G noticed a series of transactions on his Starling account made on 17 and 18 November 2021 which he didn’t recognise. These had been conducted using Google... (3 pages)View decision -
Decision Reference DRN-3617305
19 Oct 2022 Cambrian Associates Limited UpheldPensions and AnnuitiesDRN-3617305 The complaint Mr B complains that he was wrongly advised by Cambrian Associates Limited T/A Cambrian Chartered Financial Planners (“Cambrian”) to transfer his defined benefit occupational pension scheme to a personal pension plan. What happened Mr B joined his employer’s occupa... (15 pages)View decision -
Decision Reference DRN-3751462
19 Oct 2022 Erudio Student Loans Limited UpheldConsumer CreditDRN-3751462 The complaint Miss M has complained about Erudio Student Loans Limited defaulting her student loan account and not granting an age-related cancellation. What happened In 2014, Miss M was no longer able to defer her student loan account, but she also couldn’t afford the minimum ... (3 pages)View decision -
Decision Reference DRN-3762001
19 Oct 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3762001 The complaint Mr G complains that Lloyds Bank PLC unfairly blocked his current account. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr G has a current account with Lloyds. Mr G has told us he moved a... (3 pages)View decision -
Decision Reference DRN-3610583
19 Oct 2022 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-3610583 The complaint Mr G complains that an appointed representative of Quilter Financial Services Ltd gave him unsuitable advice to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme and a personal pension plan to a self-invested personal pension (‘SIPP... (13 pages)View decision -
Decision Reference DRN-3762243
19 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3762243 The complaint Mr K has complained that British Gas Insurance Limited (British Gas) broke his boiler when it was carrying out work under his home emergency policy. What happened While Mr K’s boiler was being serviced, a water leak was found coming from the boiler. So, Mr K conta... (5 pages)View decision -
Decision Reference DRN-3579738
19 Oct 2022 Aviva Insurance Limited UpheldInsuranceDRN-3579738 The complaint Mr and Mrs G complain that Aviva Insurance Limited has turned down a claim they made on a personal private medical insurance policy. What happened In February 2021, Mr and Mrs G took out a personal private medical insurance policy on a moratorium basis. Subsequent... (4 pages)View decision -
Decision Reference DRN-3747361
19 Oct 2022 Barclays Bank UK PLC UpheldInsuranceDRN-3747361 The complaint Mr and Mrs B have complained that they’ve been overcharged by Barclays Bank UK Plc (‘Barclays’) over a number of years for their buildings and contents insurance policy. What happened Mr and Mrs B took out their first insurance policy with Barclays in 2011 and the... (7 pages)View decision -
Decision Reference DRN-3722283
19 Oct 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3722283 The complaint Miss M complains that Everyday Lending Limited, trading as Everyday Loans, lent to her irresponsibly and without carrying out proper affordability checks. She would like all the fees and charges associated with the loan refunded. What happened In December 2019 Eve... (3 pages)View decision -
Decision Reference DRN-3761937
19 Oct 2022 PayrNet Limited UpheldBanking and PaymentsDRN-3761937 The complaint Mr F is unhappy that PayrNet Limited introduced monthly charges on his account without notifying him in advance. What happened Mr F applied for a PayrNet account in 2017 which was advertised as having no monthly fees. However, Mr F noticed that PayrNet had begun c... (2 pages)View decision
