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 366350 results
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Decision Reference DRN-4659840
30 Sep 2024 Quilter Financial Services Ltd Not upheldInvestmentsDRN-4659840 The complaint Mr U complains that he received unsuitable investment advice from Quilter Financial Services Ltd. What happened Mr U received investment advice from an advisor who was an appointed representative of Quilter in 2023. He’d sought advice on the best way to invest ... (4 pages)View decision -
Decision Reference DRN-5011365
30 Sep 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5011365 The complaint Mr G has complained that Aviva Life & Pensions UK Limited didn’t give him any guidance or information about his options, particularly concerning tax, when he contacted it in to draw funds from his pension plan. What happened Mr G contacted Aviva in April 20... (4 pages)View decision -
Decision Reference DRN-5013436
30 Sep 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5013436 The complaint Mr G complains that American Express Services Europe Limited (AESEL) recorded information about him on the Cifas national fraud database. What happened Mr G had an account with AESEL. In April 2023, AESEL emailed Mr G to say it had suspended his account while i... (3 pages)View decision -
Decision Reference DRN-4655855
30 Sep 2024 Close Brothers Limited Not upheldConsumer CreditDRN-4655855 The complaint Ms G complains about the interest calculation in relation to a Conditional Sale Agreement with Close Brothers Limited (CBL) Ms G has been represented on this complaint. But to keep things simple I’ll only refer to Ms G in my decision What happened Around June 2... (3 pages)View decision -
Decision Reference DRN-5001359
30 Sep 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5001359 The complaint Mr E complains that National Westminster Bank Plc passed his debt to a debt collection agency. What happened Mr E holds an account with NatWest. Due to Mr E’s financial circumstances, he hasn’t made payments to the account for some time. On 1 November 2023 Mr E... (3 pages)View decision -
Decision Reference DRN-4936078
30 Sep 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4936078 The complaint Mrs C’s representative complains on her behalf that Advantage Insurance Company Limited (Advantage) did not follow the correct procedures for dealing with her claim and wrote her car off as a total loss without her authority. She said it has caused delays to pr... (3 pages)View decision -
Decision Reference DRN-5050530
30 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5050530 The complaint Mr I complains that HSBC UK Bank Plc (HSBC) cancelled his credit card. What happened Mr I had a credit card from HSBC. In November 2023, the limit was £5,000 and the balance was £1,149.70. Mr I was making regular monthly payments of around £100 – the contractua... (3 pages)View decision -
Decision Reference DRN-5019038
30 Sep 2024 Lenvi Servicing Limited Not upheldMortgagesDRN-5019038 The complaint Miss G complains that Lenvi Servicing Limited trading as Lenvi has failed to manage her direct debt, which meant that her Help To Buy (“HTB”) loan account went into arrears. Miss G said she could lose her home. What happened Miss G said she’d bought her propert... (3 pages)View decision -
Decision Reference DRN-5049935
30 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5049935 The complaint Mr A complains that Monzo Bank Ltd won’t refund him after he fell victim to a scam. What happened On 11 September 2024, I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any more evidence and arguments before ... (5 pages)View decision -
Decision Reference DRN-4970286
30 Sep 2024 Zempler Bank Limited UpheldBanking and PaymentsDRN-4970286 The complaint Mr and Mrs M complain as directors of a company, R, that Zempler Bank Limited trading as Cashplus Bank (Cashplus) blocked, then closed the business account and has refused to pay the balance to an account in Mr and Mrs M's name What happened In December 20... (2 pages)View decision
