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-3898900
31 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3898900 The complaint Miss O is unhappy that Monzo Bank Ltd (“Monzo”) will not refund the money she lost after paying for an item she did not receive. What happened Miss O was looking for a wearable activity tracker online when she found the profile of someone selling one on a selling ... (4 pages)View decision -
Decision Reference DRN-4034214
31 Mar 2023 Astrenska Insurance Limited UpheldInsuranceDRN-4034214 The complaint Miss E is unhappy with the time it took for Astrenska Insurance Limited to pay her claim. What happened Miss E has travel insurance with Astrenska. Whilst on holiday, she was robbed and her wallet containing her bank card and cash was stolen. She reported the robb... (2 pages)View decision -
Decision Reference DRN-4056826
31 Mar 2023 Sun Life Assurance Company of Canada (U.K.) Limited UpheldInvestmentsDRN-4056826 The complaint Mr H complains Sun Life Assurance Company of Canada (U.K.) Limited (Sun Life) mis-sold him a unit-linked reviewable whole of life plan. Mr H is represented in this complaint by a claims management company (CMC) but, for ease, I’ll refer to Mr H directly throughout... (6 pages)View decision -
Decision Reference DRN-3669522
31 Mar 2023 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-3669522 The complaint Mr H complained to St. James's Place Wealth Management Plc (SJP) about advice it provided when he tried to access tax free cash (TFC) from his pension. What happened In February 2021 Mr H spoke with an adviser from SJP as he wanted to take the TFC from his SJ... (6 pages)View decision -
Decision Reference DRN-4056473
31 Mar 2023 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4056473 The complaint Mrs S complains about the way Capital One (Europe) Plc handled her request for a refund in respect of a holiday she booked for members of her family which didn’t go ahead. What happened In February 2020 Mrs S booked a trip consisting of flights and accommodation f... (4 pages)View decision -
Decision Reference DRN-4034328
31 Mar 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4034328 Complaint Mr G has complained that Loans 2 Go Limited (“L2G”) provided him with an unaffordable loan. Background L2G provided Mr G with a loan of £250 in February 2020. This loan had an APR of 1,013.2% and an 18-month term. This all meant the total amount repayable of £1,028.52... (4 pages)View decision -
Decision Reference DRN-4053841
31 Mar 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4053841 Complaint Ms M has complained about a loan Everyday Lending Limited (trading as “Everyday Loans”) provided to her. She says that the loan was unaffordable for her and should never have been provided. Background Everyday Loans provided Ms M with a loan for £4,000.00 in September... (3 pages)View decision -
Decision Reference DRN-3651577
31 Mar 2023 IG Markets Limited UpheldInvestmentsDRN-3651577 The complaint Mr and Mrs C complain that IG Markets Limited (“IG”) failed to process a joint account application and merge existing accounts into it. They complain IG responded too slowly to their request to move assets from an account of Mr C to an account of Mrs C. They compl... (7 pages)View decision -
Decision Reference DRN-4000141
31 Mar 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4000141 The complaint Ms W complains that Admiral Insurance (Gibraltar) Limited didn’t take reasonable steps to ensure her private licence plate wasn’t sold on with the rest of her written off vehicle, following a claim on her motor insurance policy. What happened In November 2021 Ms W... (3 pages)View decision -
Decision Reference DRN-3923820
31 Mar 2023 IG Markets Limited UpheldInvestmentsDRN-3923820 The complaint Mr C complains that IG Markets Limited (“IG”) took too long to set up his ISA and too long to transfer his ISA out. What happened On 9 January 2021 an ISA application for Mr C was posted to IG. Included with it was a request to transfer an existing cash ISA into t... (5 pages)View decision