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 128312 results
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Decision Reference DRN-3897682
13 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3897682 The complaint Ms L complains HSBC UK Bank Plc won’t reimburse funds she lost to an investment scam. Ms L was looking to invest in crypto currency and found an adviser who I’ll call ‘S’ on a well- known social media platform. Ms L said S held themselves out as someone who was in... (4 pages)View decision -
Decision Reference DRN-3848782
13 Jan 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3848782 The complaint Mr and Mrs J have complained about the service provided by Admiral Insurance (Gibraltar) Limited (‘Admiral’) under their home insurance policy. For the avoidance of doubt, ‘Admiral’ includes Admiral’s agents, surveyors, and contractors for the purposes of this dec... (4 pages)View decision -
Decision Reference DRN-3587964
13 Jan 2023 Everyday Lending Limited UpheldConsumer CreditDRN-3587964 The complaint Ms M complains that Everyday Lending Limited, trading as Everyday Loans, lent to her irresponsibly. What happened Using information from Everyday Lending’s records, here is a brief table of the two loans taken. Ms M maintains that loan 2 was always meant to be a t... (6 pages)View decision -
Decision Reference DRN-3538642
13 Jan 2023 Utmost Life and Pensions Limited UpheldPensions and AnnuitiesDRN-3538642 The complaint Mr R complains about the advice given by Equitable Life Utmost Life and Pensions Limited (Utmost) is now responsible for the pension and complaints about the advice provided. He complains about the advice to transfer the benefits from his defined-benefit (‘DB’) oc... (7 pages)View decision -
Decision Reference DRN-3899417
13 Jan 2023 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3899417 The complaint Mr S complains that Portal Financial Services LLP (Portal) gave him unsuitable advice to transfer a defined benefit occupational pension scheme (OPS) he held with his former employer and three Personal Pension plans (PP) to a Self-Invested Personal Pension (SIPP).... (14 pages)View decision -
Decision Reference DRN-3800290
13 Jan 2023 Capital One (Europe) plc UpheldBanking and PaymentsDRN-3800290 The complaint Mrs R complains about how Capital One (Europe) Plc treated her and communicated with her when she had a debt on her credit card account. What happened The background to this complaint is well known to both Mrs R and Capital One. In my decision, I’ll focus mainly o... (3 pages)View decision -
Decision Reference DRN-3898765
13 Jan 2023 Erudio Student Loans Limited UpheldConsumer CreditDRN-3898765 The complaint Mrs W complains about mistakes and poor service provided by Erudio Student Loans Limited. What happened I recently issued a provisional decision setting out why I intended to uphold Mrs W’s complaint. I said: Mrs W has two student loans with Erudio. In 2019 arrear... (3 pages)View decision -
Decision Reference DRN-3712307
13 Jan 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3712307 The complaint Mr and Mrs B complain that Barclays Bank UK PLC (Barclays) has refused to refund them the amount they lost as the result of a scam. As Mr B had most of the dealings with the scammers and Barclays for ease of reading, I’ll refer to him alone through this decision. ... (3 pages)View decision -
Decision Reference DRN-3875814
13 Jan 2023 esure Insurance Limited UpheldInsuranceDRN-3875814 The complaint Ms C complains about how esure Insurance Limited handled a claim made on her motor insurance policy and the amount of compensation it has offered for this. What happened Ms C notified esure of an accident and esure initially thought her car was beyond economical r... (2 pages)View decision -
Decision Reference DRN-3551323
13 Jan 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-3551323 The complaint Mr R complains that ReAssure Limited (ReAssure) caused unnecessary delays in the transfer of his Stakeholder Pension Plan into a Self-Invested Personal Pension (SIPP) with another business, and there was a fall in the value of his funds as a result. What happened ... (4 pages)View decision