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 123656 results
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Decision Reference DRN-3317145
30 Sep 2022 Tavistock Partners (UK) Limited UpheldInvestmentsDRN-3317145 The complaint Mr and Mrs M say they received advice from a financial adviser in 2016. The adviser – I will call him Mr B - was an agent of Abacus Associates Financial Services Limited which is now Tavistock Partners (UK) Limited. They say the adviser recommended Mr and Mrs M di... (39 pages)View decision -
Decision Reference DRN-3551342
30 Sep 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3551342 The complaint Mr and Mrs N, who live outside the UK, are unhappy with how Nationwide Building Society managed their account closures after Brexit. What happened After Mr and Mrs N received a notice of closure from Nationwide dated 20 November 2020 informing them that Mr N’s sol... (3 pages)View decision -
Decision Reference DRN-3717559
30 Sep 2022 Allianz Insurance Plc UpheldInsuranceDRN-3717559 The complaint Miss B complains that Allianz Insurance Plc trading as Petplan Equine declined a claim made for her horse’s treatment on the basis that the condition was pre-existing. She doesn’t agree and wants them to pay her claim. She’s also unhappy that an exclusion was adde... (8 pages)View decision -
Decision Reference DRN-3482000
30 Sep 2022 Target Servicing Limited UpheldMortgagesDRN-3482000 The complaint Mr and Mrs H complain about their second charge secured loan with an unregulated lender. The loan is administered by Target Servicing Limited on the lender’s behalf. Mr and Mrs H complain that they’ve fallen behind with the loan payments and they won’t be able to ... (9 pages)View decision -
Decision Reference DRN-3634390
30 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3634390 The complaint Mr P complains that NewDay Ltd (“NewDay”), trading as Fluid, irresponsibly granted him a Fluid credit card account that he couldn’t afford to repay. What happened Mr P entered into an agreement with NewDay to have access to credit with an account that was opened f... (3 pages)View decision -
Decision Reference DRN-3728083
30 Sep 2022 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-3728083 The complaint Mr B complains that Transunion International UK Ltd (Transunion) merged his and his brothers credit file, allowing his brother access to see his personal data. What happened It was brought to Mr B’s attention in April 2022 that his brother was able to see his pers... (2 pages)View decision -
Decision Reference DRN-3726062
30 Sep 2022 Nationwide Building Society UpheldMortgagesDRN-3726062 The complaint Mr T moved his mortgage from Nationwide Building Society. But his old mortgage wasn’t fully redeemed. He complains about how this happened, and that Nationwide then referred the outstanding payment straight to a debt collection agency, without contacting him. What... (5 pages)View decision -
Decision Reference DRN-3718018
30 Sep 2022 Target Servicing Limited UpheldMortgagesDRN-3718018 The complaint Mr M has complained about delays with Target Servicing Limited when he needed a Deed of Postponement to allow him to remortgage. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dis... (2 pages)View decision -
Decision Reference DRN-3687527
30 Sep 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3687527 The complaint Mr L complains that the advice he was given in 2014 by Portal Financial Services LLP to transfer his personal pension plan (PPP) into a Self-Invested Personal Pension (SIPP) was unsuitable, and he has suffered a financial loss as a result. What happened In 2014 Mr... (7 pages)View decision -
Decision Reference DRN-3701320
30 Sep 2022 Klarna Bank AB (publ) UpheldConsumer CreditDRN-3701320 The complaint Mr H complains that Klarna Bank AB (publ) (‘Klarna’) registered two late payment markers on his account. What happened In October 2021 Mr H purchased an item using a fixed sum loan agreement from Klarna. Later that month he set up a direct debit mandate so Klarna ... (4 pages)View decision
