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 128535 results
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Decision Reference DRN-4097030
26 Apr 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4097030 The complaint Miss H complains about how Advantage Insurance Company Limited (“Advantage”) handled a claim for windscreen replacement under her motor insurance policy. What happened Miss H has a motor insurance policy with Advantage covering her specialist sports car. In June 2... (4 pages)View decision -
Decision Reference DRN-4051332
26 Apr 2023 Citibank UK Limited UpheldInvestmentsDRN-4051332 The complaint Mr D complains that Citibank UK Limited (“Citi”) invested him in an unsuitable investment. What happened In March 2017 Mr D met with his relationship manager (RM) and a ‘portfolio counsellor’ for Citi to discuss investing around £300,000. As a result of the discus... (11 pages)View decision -
Decision Reference DRN-3963129
26 Apr 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-3963129 The complaint Mr and Mrs H complained because Metro Bank PLC refused to refund them for £900 of withdrawals which were made from their account after Mrs H’s phone was stolen. What happened Mrs H’s phone was stolen on 7 April 2022. She said she was having a meal out, and someone... (3 pages)View decision -
Decision Reference DRN-4029430
26 Apr 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4029430 The complaint Miss J complains Casualty & General Insurance Company (Europe) (CGI) unfairly declined a claim under her pet insurance policy. She’s also unhappy they added an exclusion to her policy. What happened Miss J took out her CGI pet insurance policy in mid-September... (3 pages)View decision -
Decision Reference DRN-4036246
26 Apr 2023 Evergreen Finance London Limited UpheldConsumer CreditDRN-4036246 The complaint Miss T complains through a representative that Evergreen Finance London Limited trading as MoneyBoat.co.uk (MoneyBoat) gave her loans she couldn’t afford to repay. What happened Miss T was advanced two loans by MoneyBoat, and a summary of her borrowing follows in ... (5 pages)View decision -
Decision Reference DRN-3742686
26 Apr 2023 Continuum (Financial Services) LLP UpheldPensions and AnnuitiesDRN-3742686 The complaint Mr L has complained that Continuum (Financial Services) LLP (“Continuum”) made an error in processing his pension switch. He wanted to transfer £120,000 from his Aegon personal pension to his Standard Life SIPP but the whole fund was transferred. His money was uni... (5 pages)View decision -
Decision Reference DRN-3967153
26 Apr 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3967153 The complaint Ms R complains that an unregulated business called Commercial Land and Property Brokers (CL&P) introduced her to Options UK Personal Pensions LLP, (‘Options’, which was trading as Carey Pensions UK LLP at the time of the relevant events) and gave her advice an... (30 pages)View decision -
Decision Reference DRN-4000853
26 Apr 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4000853 The complaint Miss G complains that Barclays Bank UK PLC (‘Barclays’) have wrongly sent out her bank statements to an old address. What happened Miss G holds an account with Barclays. It was brought to her attention by a third party that copies of her statements were being sent... (2 pages)View decision -
Decision Reference DRN-4089014
26 Apr 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4089014 Complaint Mr L has complained about a personal loan Everyday Lending Limited (trading as “Everyday Loans”) provided to him. He says that the loan was unaffordable and so shouldn’t have been provided to him. Background Everyday Loans provided Mr L with a loan for £3,500.00 in Ja... (3 pages)View decision -
Decision Reference DRN-4075593
26 Apr 2023 Gain Credit LLC UpheldConsumer CreditDRN-4075593 The complaint Mr K complaints Gain Credit LLC (trading as Drafty) gave him a line of credit he couldn’t afford to repay. What happened Mr K approached Drafty for a running credit facility in April 2019. Mr K was given a facility with a £550 credit limit. Drafty increased Mr K’s... (4 pages)View decision