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 119464 results
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Decision Reference DRN-4763834
25 Apr 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4763834 The complaint Mr O is being represented by a claims manager. He’s complaining about Loans 2 Go Limited because he says it lent to him irresponsibly by granting a loan he couldn’t afford. What happened On 26 November 2021, Mr O applied for a personal loan with Loans 2 Go. It acc... (4 pages)View decision -
Decision Reference DRN-4763762
25 Apr 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4763762 The complaint Miss F is complaining about American Express Services Europe Limited because she says it lent irresponsibly when increasing the limit on her credit card. What happened Miss F has had a credit card with American Express since 2016. By July 2018, the credit limit ha... (4 pages)View decision -
Decision Reference DRN-4761450
25 Apr 2024 Chubb European Group SE UpheldInsuranceDRN-4761450 The complaint Mr S complains about Chubb European Group SE’s (“Chubb European”) decision to decline his claim under his mobile phone insurance policy. What happened Mr S travelled overseas and, while there, he visited a beach together with his cousin. Mr S says he lost his phon... (3 pages)View decision -
Decision Reference DRN-4587925
25 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4587925 The complaint Mr and Mrs R are unhappy Santander UK Plc won’t reimburse them for the money they lost when Mr R fell victim to a scam. What happened Mr and Mrs R are represented in this complaint by a solicitor, for simplicity I will refer to Mr and Mrs R throughout this decisio... (5 pages)View decision -
Decision Reference DRN-4763619
25 Apr 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4763619 The complaint Mr S has complained Bank of Scotland plc, trading as Halifax, lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2021 Mr S was told by Halifax that they were closing his account. They also lodged a fraud-related mark... (3 pages)View decision -
Decision Reference DRN-4717391
25 Apr 2024 U K Insurance Limited UpheldInsuranceDRN-4717391 The complaint Mr C complains about how U K Insurance Limited (“UKI”) handled repairs to his car during a claim under his motor insurance policy. What happened Mr C had a motor insurance policy with UKI covering his car. In January 2023 he was involved in a collision with an ani... (4 pages)View decision -
Decision Reference DRN-4763188
25 Apr 2024 Intelligent Money Ltd UpheldPensions and AnnuitiesDRN-4763188 The complaint Mr H says that Intelligent Money Ltd (‘IM’) should not have accepted the instruction from his financial adviser to transfer his defined-benefit (‘DB’) pension to a Self-Invested Personal Pension (‘SIPP’). He also says that IM failed to carry out sufficient due dil... (42 pages)View decision -
Decision Reference DRN-4745963
25 Apr 2024 Madison CF UK Limited UpheldConsumer CreditDRN-4745963 The complaint Miss N has complained that Madison CF UK Limited trading as 118 118 Money (“Madison”) didn’t carry out sufficient affordability checks before it lent to her. What happened Miss N was granted one loan for £2,500 on 20 June 2020. Miss N was due to make 24 monthly r... (4 pages)View decision -
Decision Reference DRN-4517251
25 Apr 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4517251 Complaint Mrs K is unhappy that Lloyds Bank PLC didn’t reimburse her after she fell victim to a scam. Background The background to this case is well known to the parties, so I don’t intend to set it out in full here. What follows is a summary of the key events. In March 2023, M... (5 pages)View decision -
Decision Reference DRN-4763024
25 Apr 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4763024 The complaint Mr W has a self-invested personal pension (“SIPP”) with Options UK Personal Pensions LLP (“Options”), formerly Carey Pensions UK LLP (“Carey”). Mr W transferred his existing personal pension plan to an Options SIPP to invest in a property-based investment scheme i... (27 pages)View decision
