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 367300 results
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Decision Reference DRN-5169895
26 Nov 2024 Origen Financial Services Limited Not upheldPensions and AnnuitiesDRN-5169895 The complaint Mr W complained about advice he was given to transfer the benefits of a deferred defined- benefit (DB) pension scheme to a type of personal pension. He says the advice, which was provided in December 2017, was unsuitable for him and believes this has caused him... (8 pages)View decision -
Decision Reference DRN-5096430
26 Nov 2024 Pennymatters Limited Not upheldInsuranceDRN-5096430 The complaint Mr H complains that Pennymatters Limited mis-sold him a life and critical illness insurance policy. What happened In 2014 Mr H took out a life and critical illness policy. He was advised about the suitability of the policy by Pennymatters. In 2023 Mr H made a c... (3 pages)View decision -
Decision Reference DRN-4728629
26 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4728629 The complaint Mr A complains that Bank of Scotland plc trading as Halifax (Halifax) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. ... (2 pages)View decision -
Decision Reference DRN-5133088
26 Nov 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5133088 The complaint Miss D complains Vanquis Bank Limited irresponsibly increased her credit limit to £1,000. What happened Miss D was approved for a Vanquis credit card with a £250 credit limit. The credit limit was increased to £1,000 in July 2018. Miss D says it was irresponsib... (2 pages)View decision -
Decision Reference DRN-4841299
26 Nov 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-4841299 The complaint Mrs C has complained that Phoenix Life Limited is unable to confirm what has happened to pension funds she held with it. What happened The investigator who considered this matter set out the background to the complaint in his assessment of the case. I’m broadly... (5 pages)View decision -
Decision Reference DRN-4753134
26 Nov 2024 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4753134 Complaint Mr K has complained about the quality of a car that N.I.I.B. Group Limited (trading as “Northridge” Finance) supplied to him through a hire-purchase agreement. Background In January 2023, Northridge provided Mr K with finance for a used car. The car was just aroun... (6 pages)View decision -
Decision Reference DRN-4874808
26 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4874808 The complaint Miss P complains Lloyds Bank PLC told her she shouldn’t fly on her holiday – as it could impact her chargeback claim. What happened Miss P paid £969 for a voucher for a holiday but was then charged an additional £400 by the merchant for extras she said was inc... (2 pages)View decision -
Decision Reference DRN-5001902
26 Nov 2024 Key Currency Limited Not upheldBanking and PaymentsDRN-5001902 The complaint Ms O complains about the exchange rate she received from Key Currency Limited when converting a large amount of money from EUR to GBP. What happened In late November 2023, Ms O transferred the proceeds of her house sale in EUR to Key Currency. She required the ... (3 pages)View decision -
Decision Reference DRN-4619746
26 Nov 2024 Bank of Scotland Plc Not upheldConsumer CreditDRN-4619746 The complaint Mr M is unhappy with Bank of Scotland plc, trading as Halifax’s (Halifax) handling of his overdraft debt. Mr M says Halifax used the wrong date for reporting the default to the Credit Reference Agencies (CRAs) and has expressed concerns about the sale of the de... (4 pages)View decision -
Decision Reference DRN-4866512
25 Nov 2024 Arch Insurance (UK) Limited Not upheldInsuranceDRN-4866512 The complaint Mr W complains that Arch Insurance (UK) Limited (“Arch”) unfairly declined a claim for storm and subsidence damage to his property. Any references to Arch in this decision include its appointed agents. What happened Mr W made a claim to Arch in 2023, following ... (3 pages)View decision
