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 122580 results
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Decision Reference DRN-3616170
1 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3616170 Complaint Ms L is unhappy that Monzo Bank Ltd hasn’t paid her a refund after she was the victim of an authorised push payment (APP) scam. Background In January 2021, Ms L received phone call from someone who claimed to be an employee of HMRC. She was told that someone had creat... (5 pages)View decision -
Decision Reference DRN-3567261
1 Aug 2022 Bastion Insurance Co. Ltd UpheldInsuranceDRN-3567261 The complaint Mr J complains that Bastion Insurance Co. Ltd unfairly turned down a claim on his roadside assistance insurance policy. What happened Mr J’s car broke down, so he called Bastion to claim on his policy. Bastion reviewed the claim and turned it down as they said his... (2 pages)View decision -
Decision Reference DRN-3355786
1 Aug 2022 JLT Wealth Management Limited UpheldPensions and AnnuitiesDRN-3355786 The complaint Mr F complains about the advice given by JLT Wealth Management Limited (‘JLT’) to transfer the benefits from his deferred defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has caus... (6 pages)View decision -
Decision Reference DRN-3545403
1 Aug 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3545403 The complaint Ms S complains about PayPal (Europe) Sarl et Cie SCA and their decision to provide her with a credit account that she feels was unaffordable. Ms S also complains about PayPal’s decision to default her account, and the process they followed when doing so. What happ... (4 pages)View decision -
Decision Reference DRN-3428912
1 Aug 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3428912 The complaint Mr B has complained about advice he received from Portal Financial Services LLP (‘Portal’) in relation to a defined benefit occupational pension scheme (‘OPS’). Portal processed the transfer of Mr B’s OPS benefits on an ‘insistent client’ basis to a personal pensi... (12 pages)View decision -
Decision Reference DRN-3624131
1 Aug 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3624131 The complaint Ms A has complained about Royal & Sun Alliance Insurance Limited (RSA). She isn’t happy about the way it dealt with a claim under her home emergency insurance policy. What happened Ms A had a home emergency policy with RSA and made a claim after a leak from he... (2 pages)View decision -
Decision Reference DRN-3417166
1 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3417166 The complaint Ms O is unhappy that NewDay Ltd, trading as Aqua, approved her for credit which she feels wasn’t affordable for her at that time. What happened In September 2020, NewDay approved an application made by Ms O for a new line of credit and issued her with a credit car... (3 pages)View decision -
Decision Reference DRN-3609695
1 Aug 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3609695 The complaint Mrs B complains that Creation Consumer Finance Ltd failed to fully honour her claim under section 75 Consumer Credit Act 1974. 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 dispu... (2 pages)View decision -
Decision Reference DRN-3370509
1 Aug 2022 National Savings and Investments UpheldBanking and PaymentsDRN-3370509 The complaint Mr C complains that National Savings and Investments (NS&I) delayed the release of funds from his account, causing him anxiety and financial loss. What happened In November 2020 Mr C instructed NS&I to transfer £66,00 from his Income Bonds to his nominated... (2 pages)View decision -
Decision Reference DRN-3606007
1 Aug 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3606007 The complaint Mrs M complains that Creation Consumer Finance Ltd rejected her claim under section 75 Consumer Credit Act 1974 in respect of faulty furniture. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts... (3 pages)View decision
