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 120469 results
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Decision Reference DRN-3594935
14 Jul 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3594935 The complaint Mr and Mrs T complain AXA Insurance UK Plc caused delays and provided poor service following a claim on their commercial insurance policy. What happened Mr and Mrs T own a commercial property which they let to a retailer. In April 2021, a car drove into the front ... (2 pages)View decision -
Decision Reference DRN-3593818
14 Jul 2022 Towergate Financial (East) Limited UpheldPensions and AnnuitiesDRN-3593818 The complaint Mr E complains about the advice given by Towergate Financial (East) Limited (‘Towergate’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says that he’s only just found out that his DB scheme would hav... (8 pages)View decision -
Decision Reference DRN-3559479
14 Jul 2022 Ikano Bank AB (publ) UpheldConsumer CreditDRN-3559479 Complaint Mr H has complained that Ikano Bank AB (publ) (“Ikano”) rejected his claim against it under Section 75 of the Consumer Credit Act 1974. Background Mr H bought solar panels for his home in 2016. The purchase was funded by a loan from Ikano, and that business is therefo... (3 pages)View decision -
Decision Reference DRN-3370333
14 Jul 2022 British Gas Insurance Limited UpheldInsuranceDRN-3370333 The complaint Mr H has complained that British Gas Insurance Limited cancelled appointments he’d made to have his boiler repaired after he’d made arrangements to make sure he could be available. What happened Mr H had a Homecare policy with British Gas, which provided him with ... (2 pages)View decision -
Decision Reference DRN-3594533
14 Jul 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3594533 The complaint Mr C says NewDay Ltd, trading as Aqua, irresponsibly lent to him. What happened Mr C applied for a credit card in April 2014. It was approved with a limit of £250 and he was given six subsequent credit limit increases by NewDay. A summary follows. Mr C says NewDay... (3 pages)View decision -
Decision Reference DRN-3443012
14 Jul 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3443012 The complaint A company, which I’ll refer to as “S”, complains that TSB Bank plc recalled a Bounce Back Loan and closed its account without notice. S’s director, Mr W, brings the complaint on the company’s behalf. What happened S banked with TSB. The company successfully applie... (4 pages)View decision -
Decision Reference DRN-3581032
14 Jul 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3581032 Complaint Miss H is unhappy that National Westminster Bank Plc (“NatWest”) closed her accounts and then denied her access to her funds. Background In May 2021, NatWest took the decision to close Miss H’s two foundation accounts and her savings account. NatWest told Miss H that ... (2 pages)View decision -
Decision Reference DRN-3594632
14 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3594632 The complaint Mr S is unhappy because Monzo Bank Ltd (Monzo) did not reimburse the money he transferred to a fraudster. What happened What Mr S says Mr S says that on 3 June 2020 he provided details of his account with another bank in response to an email he thought he’d receiv... (7 pages)View decision -
Decision Reference DRN-3545746
13 Jul 2022 TenetConnect Limited UpheldInvestmentsDRN-3545746 The complaint Mrs S complains about TenetConnect Limited (TC) following her instruction to disinvest £100,000 from her investment portfolio. What happened TC was Mrs S’s independent financial adviser (IFA). Mrs S held an investment portfolio with a third-party provider, from wh... (4 pages)View decision -
Decision Reference DRN-3475699
13 Jul 2022 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3475699 The complaint Mr C is unhappy with the £100 compensation Sainsbury’s Bank Plc offered after an error caused the late application of his credit card payment. What happened Mr C made a payment online on 19 September 2021 from his building society account to his Sainsbury’s credit... (2 pages)View decision
