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 125299 results
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Decision Reference DRN-3560558
9 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3560558 The complaint Miss C complains NewDay Ltd sent her emails that incorrectly said she was over her credit limit. She’s also unhappy with the interest charged on her account, and the level of customer service they’ve provided. What happened Miss C has a credit card account with Ne... (4 pages)View decision -
Decision Reference DRN-3459207
9 Nov 2022 True Potential Wealth Management LLP UpheldPensions and AnnuitiesDRN-3459207 The complaint Mrs E complained that she was given unsuitable advice to transfer her defined benefit (DB) British Steel Pension Scheme (BSPS), to a self-invested personal pension (SIPP). True Potential Wealth Management LLP is responsible for answering this complaint and so to k... (11 pages)View decision -
Decision Reference DRN-3719256
9 Nov 2022 QIC Europe Ltd UpheldInsuranceDRN-3719256 The complaint Miss S has complained that QIC Europe Ltd (QIC) unfairly declined a claim for storm damage under a home insurance policy. What happened Miss S contacted QIC to make a claim for storm damage to her roof. QIC arranged for a surveyor to visit, who decided that the st... (4 pages)View decision -
Decision Reference DRN-3798134
9 Nov 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3798134 The complaint Miss B complains that HSBC UK Bank Plc won’t reimburse funds she lost when she fell victim to an investment scam. What happened I issued a provisional decision on this case on 12 October 2022. I’ve copied the content of that document below: Miss B saw an advert fo... (5 pages)View decision -
Decision Reference DRN-3438086
9 Nov 2022 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3438086 The complaint Mr B is unhappy about the time taken by American Express Services Europe Limited (“AESEL”) to consider a claim he made for flights paid on his credit card. What happened Mr B purchased flights for around £200, through a company I’ll refer to as “S” using his AESEL... (3 pages)View decision -
Decision Reference DRN-3798416
9 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3798416 The complaint Ms H complains that Monzo Bank Ltd won’t refund the money she lost to an investment scam. Miss H is represented by a third party in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments it has made as being made by Ms H hersel... (5 pages)View decision -
Decision Reference DRN-3775130
9 Nov 2022 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-3775130 The complaint Mr W complains about the sale of a Free Standing Additional Voluntary Contributions plan (FSAVC) by Scottish Widows Limited (Scottish Widows) in 1998. He is represented by a claims management company (CMC). It says the plan was unsuitable for Mr W and he has lost ... (8 pages)View decision -
Decision Reference DRN-3665631
9 Nov 2022 Vitality Health Limited UpheldInsuranceDRN-3665631 The complaint Mr B has complained about the way Vitality Health Limited (‘Vitality’) dealt with his claim. What happened Mr and Mrs B have a private medical insurance policy underwritten by Vitality on a moratorium basis, which started on 1 May 2021. On 2 May 2021 Mr B twisted ... (3 pages)View decision -
Decision Reference DRN-3574756
9 Nov 2022 Interactive Investor Services Limited UpheldInvestmentsDRN-3574756 The complaint Mr W complains Interactive Investor Services Limited (“IISL”) unnecessarily delayed his application to transfer his ISA to a third-party provider. As a result, he says he lost the opportunity to invest and asks to be compensated for that loss. What happened I set ... (3 pages)View decision -
Decision Reference DRN-3784200
9 Nov 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3784200 The complaint Mr B complains that Loans 2 Go Limited (“L2G”) was irresponsible to lend to him as the loan was unaffordable. What happened L2G agreed a loan of £420 for Mr B in February 2022. He owed £1,554 in total, to be repaid at £86 a month over 18 months (all figures rounde... (3 pages)View decision
