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-3935485
6 Feb 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3935485 The complaint Mr O complains about the handling of his account by American Express Services Europe Limited (AESEL) following a purchase he made. What happened In January 2022 Mr O wanted to make a purchase worth around £46,000 and planned to use his charge card with AESEL to do... (3 pages)View decision -
Decision Reference DRN-3754949
6 Feb 2023 Fairmead Insurance Limited UpheldInsuranceDRN-3754949 The complaint Mr and Mrs J complain about Fairmead Insurance Limited’s handling of a claim they’ve made on a legal expenses insurance policy. Fairmead outsources a separate business to handle and administer claims on Mr and Mrs J’s legal expenses insurance policy. Where I refer... (4 pages)View decision -
Decision Reference DRN-3946875
6 Feb 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3946875 The complaint Mr C is unhappy Clydesdale Bank Plc trading as Virgin Money won’t refund him for flights that he bought using his credit card. What happened In December 2020, Mr C purchased two return flights with an airline (“A”), through a travel agent (“G”) for him and his wif... (6 pages)View decision -
Decision Reference DRN-3845555
6 Feb 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3845555 The complaint Mr W is unhappy with how Lloyds Bank PLC (Lloyds) handled his fraud claim and the closure of his account. What happened In December 2020, Mr W fell victim to a scam. He made two payments to the scammer, the first being £1,100 and the second being £399.43. Mr W rea... (8 pages)View decision -
Decision Reference DRN-3734339
4 Feb 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3734339 The complaint Mr A complains about Barclays Bank UK PLC, trading as Barclaycard, service when he was given misinformation on an interest free deal. What happened In early 2022, Mr A accepted a three-month interest free purchase offer on his Barclaycard. Following incorrect advi... (3 pages)View decision -
Decision Reference DRN-3929306
3 Feb 2023 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-3929306 The complaint Mr C complains that Fortegra Europe Insurance Company Ltd declined a claim for stained sofa cushions under his furniture protection plan. Fortegra uses a third party company to administer these plans and handle claims, and most of Mr C’s correspondence has been wi... (2 pages)View decision -
Decision Reference DRN-3181448
3 Feb 2023 Lighthouse Advisory Services Limited UpheldPensions and AnnuitiesDRN-3181448 The complaint Mr G complains about the suitability of the advice provided by Lighthouse Advisory Services Limited (“Lighthouse”) in October 2017 to transfer the value of his safeguarded benefits in the British Steel Pension Scheme (“BSPS”) to a personal pension plan (“PPP”). Wh... (16 pages)View decision -
Decision Reference DRN-3882208
3 Feb 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-3882208 The complaint Ms D is unhappy Metro Bank PLC hasn’t reimbursed funds she lost to a safe account scam. What happened On 5 January 2022, Ms D received a call from someone she believed was Metro. They convinced her that her account was compromised, and she needed to move her funds... (3 pages)View decision -
Decision Reference DRN-3944997
3 Feb 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3944997 The complaint Mrs N complains to Gallium Fund Solutions Limited about a three year bond issued by Basset & Gold Plc (“B&G plc”). She says the bond was mis-sold to her, and that she was misled into thinking it was safe (in particular that it had a regulated status and Fi... (26 pages)View decision -
Decision Reference DRN-3910471
3 Feb 2023 TenetConnect Limited UpheldPensions and AnnuitiesDRN-3910471 The complaint Mr E complains about the poor service he received from TenetConnect Limited concerning advice to potentially transfer out of his defined-benefit (DB) pension scheme. Mr E believes he’s suffered a financial loss as a result. Mr E was advised by a financial adviser ... (8 pages)View decision
