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 125400 results
-
Decision Reference DRN-3751230
13 Oct 2022 Capital One (Europe) plc UpheldBanking and PaymentsDRN-3751230 The complaint Mr E complains that Capital One (Europe) plc acted irresponsibly when they offered him a credit card as he had only just finished repaying a debt to them. What happened Mr E first took out a credit card with Capital One in 2013. In 2016 Mr E got into difficulties ... (3 pages)View decision -
Decision Reference DRN-3579605
13 Oct 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3579605 The complaint Mr S complains about the advice given by Portal Financial Services LLP (‘Portal’) in relation to a defined-benefit (‘DB’) occupational pension scheme that he held with his former employer. Portal processed the transfer of Mr S’ DB scheme benefits to a Self-Investe... (9 pages)View decision -
Decision Reference DRN-3748988
13 Oct 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3748988 The complaint Ms R complains that Portal Financial Services LLP (Portal) provided unsuitable advice to transfer her personal pension to a SIPP, causing her a loss in pension benefits. What happened Ms R received advice, regarding her pension, from Portal in November 2013. She h... (7 pages)View decision -
Decision Reference DRN-3430680
13 Oct 2022 Yorkshire Building Society UpheldBanking and PaymentsDRN-3430680 The complaint Ms C is seeking to recover approximately £30,000 from Yorkshire Building Society trading as Chelsea Building Society (‘CBS’) which she lost from her account as the result of a third- party scam. CBS says it is not liable for the loss because Ms C unwittingly autho... (6 pages)View decision -
Decision Reference DRN-3751869
13 Oct 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3751869 The complaint Mr R and Mrs R have complained that Royal & Sun Alliance Insurance Limited (RSA) unfairly made a fraud finding when it investigated a claim under their home insurance policy. References to RSA include companies acting on its behalf. What happened Mr R and Mrs ... (4 pages)View decision -
Decision Reference DRN-3584777
13 Oct 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3584777 The complaint Mr S complains about MotoNovo Finance Limited’s (“MotoNovo”) decision to lend him. Mr S has been represented by a third party. But for clarity, I’ve only referred to Mr S throughout this decision. What happened Mr S entered into a hire purchase agreement with Moto... (4 pages)View decision -
Decision Reference DRN-3677678
13 Oct 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3677678 The complaint Mrs H is unhappy how Barclays Bank UK PLC have handled her request for help to recover money following the cancellation of holidays she had booked. Mrs H has been represented by her son throughout this complaint, but for ease of reading I’ll refer only to Mrs H wi... (3 pages)View decision -
Decision Reference DRN-3751836
13 Oct 2022 Aviva Insurance Limited UpheldInsuranceDRN-3751836 The complaint Mr B complained that Aviva Insurance Limited (“Aviva”) unfairly settled his claim for water damage under his home insurance policy. What happened In 2017 Mr B claimed for damage to his kitchen units following a water leak. Aviva appointed a loss adjuster to review... (3 pages)View decision -
Decision Reference DRN-3613872
13 Oct 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3613872 The complaint Ms P complains that Bank of Scotland plc, trading as Halifax, won’t refund the money she lost when she was the victim of a scam. What happened Ms P and her family were looking for ways to grow their money and were told by a family friend about an investment compan... (4 pages)View decision -
Decision Reference DRN-3518182
13 Oct 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3518182 The complaint Mr and Mrs J complain that AXA Insurance UK plc declined their claim against their travel insurance policy. They also complain about the difficulties they had in contacting AXA. What happened The details of this complaint are well known to both parties, so I won’t... (3 pages)View decision
