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 120436 results
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Decision Reference DRN-3588978
29 Jul 2022 Indigo Michael Limited UpheldConsumer CreditDRN-3588978 The complaint Mr F has complained that Indigo Michael Limited (trading as Safety Net Credit (SNC)) gave him a facility he couldn’t afford. He says, he had to take out payday loans to be able to afford the repayments. What happened Mr F approached SNC for a Safety Net facility i... (5 pages)View decision -
Decision Reference DRN-3370014
29 Jul 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3370014 The complaint Mr W complains about the advice given by Portal Financial Services LLP (Portal) to transfer the benefits from his two defined-benefit (‘DB’) occupational pension schemes to a self- invested personal pension (‘SIPP’). He says the advice was unsuitable for him and b... (13 pages)View decision -
Decision Reference DRN-3280012
28 Jul 2022 Oakhouse Financial Services Limited UpheldPensions and AnnuitiesDRN-3280012 The complaint Mr B complains about the advice given by Oakhouse Financial Services Limited to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a Royal London Pension Portfolio with Income Release. He says the advice was unsuitable for him and... (7 pages)View decision -
Decision Reference DRN-3313524
28 Jul 2022 Better Retirement Group Ltd UpheldPensions and AnnuitiesDRN-3313524 The complaint Mr R complains that Better Retirement Group Ltd gave him unsuitable advice to transfer two defined benefit occupational pension schemes (OPSs) to a Self-Invested Personal Pension (SIPP). What happened One of our investigators considered Mr R‘s complaint. She set o... (10 pages)View decision -
Decision Reference DRN-3573526
28 Jul 2022 Charterhouse Claims Limited UpheldClaims ManagementDRN-3573526 The complaint Mrs S has complained that Charterhouse Claims Limited (“CCL”) charged her for providing claims management services at a time when they were prohibited from taking on new work by the Financial Conduct Authority (FCA). What happened Mrs C has instructed CCL to help ... (2 pages)View decision -
Decision Reference DRN-3428512
28 Jul 2022 Studio Retail Limited UpheldConsumer CreditDRN-3428512 The complaint Miss H complains that Studio Retail Limited is charging her for a TV that has been collected from her. What happened Miss H used her credit account with Studio Retail to order a TV in February 2021. She tried to cancel the order but the TV was delivered to her. Sh... (3 pages)View decision -
Decision Reference DRN-3620412
28 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3620412 The complaint Mrs I complains that HSBC UK Bank Plc won’t refund a payment made from her credit card account, which she says was taken without her agreement. What happened The payment in question relates to replacement flights Mrs I arranged with an airline “R”, following R’s c... (2 pages)View decision -
Decision Reference DRN-3620384
28 Jul 2022 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3620384 The complaint Mr M complains that American Express Services Europe (Amex) marked his credit file with a missed payment in September 2020. What happened Mr M had credit card from Amex. On the statement dated 5 June 2020, the limit was £8,100 and balance £8,242. The minimum payme... (4 pages)View decision -
Decision Reference DRN-3447536
28 Jul 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3447536 The complaint Mr C and Mr W are unhappy with the service they received from National Westminster Bank Plc (“NatWest”) surrounding a request they made via telephone to upgrade an account and apply for a mortgage. What happened Mr C called NatWest to ask about upgrading an accoun... (3 pages)View decision -
Decision Reference DRN-3598459
28 Jul 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3598459 The complaint Mr D has complained about AA Underwriting Insurance Company Limited (AAUICL)’s decision to decline a claim he made for storm damage under his home insurance policy. What happened In October 2021 Mr D made a claim to AAUICL as an outside wall on his property was d... (4 pages)View decision
