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 4257 results
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Decision Reference DRN-4215268
28 Jun 2023 EFG Private Bank Limited UpheldInvestmentsDRN-4215268 The complaint Mr and Mrs H complain about the service provided by EFG Private Bank Limited (‘EFG’) during the process of arranging ISA transfers to Mr and Mrs H’s new portfolio management service (whom I’ll call ‘S’). They say EFG was responsible for delays during the transfer ... (7 pages)View decision -
Decision Reference DRN-5292812
28 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5292812 The complaint Mr M has complained that Barclays Bank UK PLC (“Barclays”) failed to protect him from falling victim to a cryptocurrency investment scam. What happened Earlier this month I issued a provisional decision (“PD”) setting out why I was intending to uphold Mr M’s co... (6 pages)View decision -
Decision Reference DRN-5150214
15 Nov 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5150214 The complaint Mrs B has complained, with the help of a professional representative, about a transfer of her Phoenix Life Limited (‘Phoenix Life’) personal pension policies to a small self-administered scheme (‘SSAS’) in January 2015. Mrs B’s SSAS was subsequently used to inv... (15 pages)View decision -
Decision Reference DRN-5330176
14 Feb 2025 U K Insurance Limited Not upheldInsuranceDRN-5330176 The complaint Mr M is unhappy with the service provided by U K Insurance Limited (UKI) following a claim he made on his car insurance policy. What happened In January 2024 Mr M’s car was involved in an incident. Mr M was told UKI would settle his claim on a total loss basis... (3 pages)View decision -
Decision Reference DRN1547731
28 Nov 2018 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr G’s complaint is about the way in which his legal expenses insurance claim was handled by Ageas. He’s also unhappy that he can’t use his own choice of solicitors to further his claim.backgroundIn 2016 Mr G was involved in a road traffic incident in which he suf... (3 pages)View decision -
Decision Reference DRN9799452
27 Apr 2020 TTR PT Limited UpheldBanking and creditMr M complains about a course he bought on finance with TTR PT Limited (TTR). backgroundIn February 2019, Mr M bought a training course from TTR using a fixed sum loan agreement. TTR provided both the course and the finance for it. A few days later, Mr M entered the training portal and qu... (3 pages)View decision -
Decision Reference DRN-2327993
9 Nov 2020 Lex Autolease Ltd Not upheldConsumer CreditDRN-2327993 The complaint Mr B is unhappy that Lex Autolease Ltd have invoiced him to pay an MOT penalty and associated costs. What happened Mr B took out a regulated consumer hire agreement for a car with Lex Autolease in January 2017. This was arranged by a broker. In December 2019, Mr B... (3 pages)View decision -
Decision Reference DRN3823336
30 Oct 2015 Caledonian Consumer Finance Ltd Not upheldBanking and creditMr G complains that Caledonian Consumer Finance Limited, (“CCFL”), will not cancel his loan with it. The complaint is brought on Mr G’s behalf by a solicitor, but for ease, I shall refer below to all actions and comments being provided by Mr G, unless I say otherw... (3 pages)View decision -
Decision Reference DRN-4365475
3 Nov 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4365475 The complaint Mrs S is unhappy that Barclays Bank UK PLC hasn’t refunded her after she informed it she’d been the victim of a scam. What happened Mrs S needed the services of a roofer and searched online for suitable suppliers. She was contacted by a Mr H who owned and operate... (3 pages)View decision -
Decision Reference DRN8013652
17 Feb 2018 Career Finance 4 Trade Skills Limited Not upheldBanking and creditMs M says that she cancelled her loan with Career Finance 4 Trade Skills Limited (“Career Finance”) within the cooling-off period, but that it’s incorrectly continued to take payments from her.backgroundMs M took out a loan of £3,050 with Career Finance on 13 February 2... (3 pages)View decision
