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 369227 results
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Decision Reference DRN-5224743
10 Jan 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5224743 The complaint Mrs M complains about Liverpool Victoria Insurance Company Limited trading as LV= (LV=) cancelling her motor insurance policy. Any reference to LV= in this decision includes their agents. When bringing her complaint to this Service, Mrs M was supported by a r... (5 pages)View decision -
Decision Reference DRN-5252773
10 Jan 2025 Capital Professional Limited UpheldInvestmentsDRN-5252773 The complaint Mr D and Mrs O have complained about the service they received from Capital Professional Limited (‘Capital Professional’). This delayed the transfer of their portfolio, and they say the performance of their investments suffered because of that delay. They woul... (7 pages)View decision -
Decision Reference DRN-5249682
10 Jan 2025 North Edinburgh and Castle Credit Union Limited UpheldConsumer CreditDRN-5249682 The complaint Mr G complains that North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank lent irresponsibly when it approved a loan application he made. What happened The background to this complaint and my initial conclusions were set out in a pro... (4 pages)View decision -
Decision Reference DRN-5244087
10 Jan 2025 Virgin Money Unit Trust Managers Ltd UpheldPensions and AnnuitiesDRN-5244087 The complaint Miss B says Virgin Money, trading as Virgin Money Unit Trust Managers Ltd (Virgin) was responsible for delaying the transfer of her personal pension to Legal & General (L&G). What happened In cases like this it’s helpful to establish a chronology of eve... (6 pages)View decision -
Decision Reference DRN-5188498
10 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5188498 The complaint The estate of Mr M is unhappy that Lloyds Bank PLC (Lloyds) didn’t process important information properly and uploaded someone else’s death certificate to Mr M’s account. What happened In early June 2024 the estate of the late Mr M went to a branch of Lloyds to in... (2 pages)View decision -
Decision Reference DRN-4864755
10 Jan 2025 Capital Professional Limited UpheldInvestmentsDRN-4864755 The complaint Ms D has complained about the service she received from Capital Professional Limited (‘Capital Professional’). This delayed the transfer of her account, and she says the performance of her investments suffered because of the delay. She would like the fees repai... (5 pages)View decision -
Decision Reference DRN-5236140
10 Jan 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5236140 The complaint Mr F complaints that Gain Credit LLC trading as Drafty (“Drafty”) gave him a line of credit without carrying out the appropriate affordability checks. Had further checks been made such as reviewing his bank statements, Mr F says Drafty wouldn’t have lent to him... (4 pages)View decision -
Decision Reference DRN-3745124
10 Jan 2025 Jarvis Investment Management Limited Not upheldPensions and AnnuitiesDRN-3745124 The complaint Mr G has complained about the transfer of his self-invested personal pension (‘SIPP’) to The Swift Trading Pension Scheme (‘STPS’) – an occupational pension scheme (‘OPS’) in October 2017. Mr G says the investments subsequently made now appear to have little va... (5 pages)View decision -
Decision Reference DRN-5252668
10 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5252668 The complaint Mr G is complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened On 23 March 2023, Mr G received a call from somebody claiming to be from his bank’s fraud department. Earlier in the week he says he’d responde... (7 pages)View decision -
Decision Reference DRN-4864682
10 Jan 2025 Capital Professional Limited UpheldInvestmentsDRN-4864682 The complaint Mr D has complained about the service he received from Capital Professional Limited (‘Capital Professional’). This delayed the transfer of his account, and he says the performance of his investments suffered because of the delay. He would like the fees repaid h... (5 pages)View decision
