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-3876846
9 Jan 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3876846 The complaint Ms P and Mr P complain they received poor service from Bank of Scotland plc trading as Halifax (Halifax). What happened Ms P and Mr P wanted to downgrade their existing current account to a different account so they could benefit from its rewards offers. They call... (3 pages)View decision -
Decision Reference DRN-3880519
9 Jan 2023 West Bay Insurance Plc UpheldInsuranceDRN-3880519 The complaint Mrs S complains that West Bay Insurance Plc trading as Zenith Insurance (Zenith) have incorrectly charged her an excess twice on her claim for her dog M, and that they sent an insensitive letter after M had been put to sleep. What happened Mrs S had a time limit... (3 pages)View decision -
Decision Reference DRN-3873203
9 Jan 2023 Zopa Bank Limited UpheldConsumer CreditDRN-3873203 Complaint Mr H has complained about loans Zopa Bank Limited (trading as “Zopa”) provided to him. He says the loans were unaffordable and so should never have been provided to him in the first place. Background Zopa initially provided Mr H with a first loan for £5,000.00 in Sept... (3 pages)View decision -
Decision Reference DRN-3879473
9 Jan 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-3879473 The complaint Mr F complains that Advantage Insurance Company Limited is responsible for poor service in connection with his motor insurance policy. Where I refer to Advantage, I include the insurance intermediary and others insofar as I hold Advantage responsible for their act... (5 pages)View decision -
Decision Reference DRN-3779975
9 Jan 2023 Tuto Money Limited UpheldPensions and AnnuitiesDRN-3779975 The complaint Mr S complains about unsuitable advice from Tuto Money Limited (Tuto ) to transfer his pension. What happened Mr S said he was unhappy with the advice to transfer from his existing plan to a new plan based on the advice from Tuto. He didn’t think the advice was su... (12 pages)View decision -
Decision Reference DRN-3809543
9 Jan 2023 Skrill Limited UpheldBanking and PaymentsDRN-3809543 The complaint Mr M says he suffered a financial loss of 57.1CHF after Skrill Limited converted a payment he made from his Skrill account to his bank account into euros - when both accounts are swiss franc accounts. What happened Mr M transferred 835.75CHF from his Skrill accoun... (2 pages)View decision -
Decision Reference DRN-3558659
9 Jan 2023 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3558659 The complaint Mrs C complains that the windows and doors she financed in part through a fixed sum loan agreement with Mitsubishi HC Capital UK Plc (HCUK) weren’t of satisfactory quality. Information for this complaint has been provided by Mrs C and another family member but for... (3 pages)View decision -
Decision Reference DRN-3890216
9 Jan 2023 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3890216 The complaint Mr B complained about the suitability of the advice he received from Portal Financial Services LLP to transfer his two personal pension plans (PPPs) into a self-invested personal pension (SIPP). At the time Portal gave its advice it was operating under a different... (10 pages)View decision -
Decision Reference DRN-3885366
9 Jan 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3885366 The complaint Mr D has complained about how Royal & Sun Alliance Insurance Limited (RSA) settled a claim under a home insurance policy. What happened Mr D contacted RSA when a glass pane in his conservatory roof cracked. RSA accepted the claim and agreed to cover the damage... (3 pages)View decision -
Decision Reference DRN-3829851
9 Jan 2023 Alwyn Insurance Company Limited UpheldInsuranceDRN-3829851 The complaint Miss H complains about Alwyn Insurance Company Limited (Alwyn) who failed to send her, her policy documents and later declined a claim under her home insurance policy. What happened Miss H held a commercial home insurance policy with Alwyn, which included cover fo... (2 pages)View decision
