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-3977509
28 Mar 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3977509 The complaint Mr L complains that Options UK Personal Pensions LLP (“Options” - formerly Carey Pensions) accepted his investment into a self-invested personal pension (SIPP) when, he says, it shouldn’t have accepted business from the business who introduced him to Options; Cale... (43 pages)View decision -
Decision Reference DRN-3737952
28 Mar 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-3737952 The complaint and what happened Miss V complains Starling Bank Limited won’t reimburse money she lost when she fell victim to a scam. The full details of this complaint are well known to both parties, so I won’t repeat them in full here. Instead, I’ll recap the key points and f... (3 pages)View decision -
Decision Reference DRN-4051057
28 Mar 2023 TSB Bank plc UpheldBanking and PaymentsDRN-4051057 The complaint Mr P says he was given incorrect information by TSB Bank plc about its exchange rate. What happened Mr P says he was sent 61,000 Euros to his TSB account. He says TSB told him the exchange rate would be the Bank of England rate on the day. But he says he received ... (3 pages)View decision -
Decision Reference DRN-4050171
28 Mar 2023 QIC Europe Ltd UpheldInsuranceDRN-4050171 The complaint Mr G complains that QIC Europe Ltd cancelled his motor insurance policy and refused to pay a claim, relating to an incident of vandalism. He also complains that QIC has retained premiums in respect of an earlier accident. Mr G would like the policy reinstated and ... (6 pages)View decision -
Decision Reference DRN-4052765
28 Mar 2023 AWP P&C SA UpheldInsuranceDRN-4052765 The complaint Mr F and Ms F complain that AWP P&C SA has turned down a claim they made on a travel insurance policy. What happened Mr F and Ms F have travel insurance as a benefit of a packaged bank account. In March 2022, Mr F and Ms F booked a multi-centre holiday abroad.... (4 pages)View decision -
Decision Reference DRN-3946388
28 Mar 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3946388 The complaint Mr R complains about the quality of a car he has been financing through an agreement with Creation Consumer Finance Ltd (who I’ll call “Creation”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Inste... (2 pages)View decision -
Decision Reference DRN-4003596
28 Mar 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4003596 The complaint Mr J has complained that AXA Insurance UK Plc (AXA) unfairly declined a claim under his home insurance policy. What happened Mr J damaged his watch. He had it repaired and submitted a claim to AXA. AXA investigated the claim and declined it. It said the watch was ... (2 pages)View decision -
Decision Reference DRN-4052885
28 Mar 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4052885 The complaint Mr and Mrs C complain about Admiral Insurance (Gibraltar) Limited (“Admiral”) and the way it handled their home insurance claim as well as the settlement offer it’s paid. Admiral is the underwriter of this policy i.e. the insurer. Part of the complain... (5 pages)View decision -
Decision Reference DRN-4028782
28 Mar 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4028782 The complaint Mrs R complains that Lloyds Bank plc (trading as MBNA) was irresponsible to approve her credit card application. What happened Mrs R was approved for a credit card with MBNA on 15 August 2018. She was initially given a £7,400 credit limit which was increased to £9... (4 pages)View decision -
Decision Reference DRN-3784268
28 Mar 2023 Nationwide Building Society UpheldInvestmentsDRN-3784268 The complaint Mr B mainly complains that Nationwide Building Society delayed actioning his ISA transfer request for 18 days, during which time the value of his stocks and shares ISA fell, resulting in a loss in value of more than £500. He wants to be reimbursed for his investme... (5 pages)View decision