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 384131 results
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Decision Reference DRN-5293145
2 Apr 2025 Independent Financial Advice Bureau Not upheldInvestmentsDRN-5293145 The complaint Mr F2, as executor, complains on behalf of the estate of Mr F1 and Mrs F about the Inheritance Tax (‘IHT’) advice they received from Independent Financial Advice Bureau (‘IFAB’) which resulted in an IHT liability which could’ve been avoided. In summary, he says... (8 pages)View decision -
Decision Reference DRN-5448482
2 Apr 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5448482 The complaint Mr W is upset that The Co-operative Bank Plc (The Co-op) allowed a third party to amend details on his credit card account and restricted his access to it. What happened In September 2024 Mr W discovered that a third party had been allowed to amend the email, a... (2 pages)View decision -
Decision Reference DRN-5272400
2 Apr 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5272400 The complaint Mr W complains that Creation Consumer Finance Ltd trading as Creation.Co.Uk (Creation) applied interest to his running account credit agreement unfairly. What happened Mr W took out a running account credit agreement with Creation to pay for purchases with a re... (2 pages)View decision -
Decision Reference DRN-5381824
2 Apr 2025 U K Insurance Limited UpheldInsuranceDRN-5381824 The complaint Mr M has complained that U K Insurance Limited trading as Direct Line (UKI) unreasonably and unfairly increased his premium amount for his motor policy. This is because a claim from 2023 remains unresolved. What happened Mr M was involved in an accident in Jan... (2 pages)View decision -
Decision Reference DRN-5450097
2 Apr 2025 Grove Pension Solutions Limited Not upheldPensions and AnnuitiesDRN-5450097 The complaint Mrs T complained about advice she was given in 2018 and 2019 regarding the transfer of two defined-benefit (DB) pension schemes, to a self-invested personal pension (SIPP), a type of personal pension plan. Grove Pension Solutions Limited is responsible for answ... (9 pages)View decision -
Decision Reference DRN-5347213
2 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5347213 The complaint Mr S complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost after falling victim to a scam. What happened In September 2023, Mr S saw an advertisement online for a cryptocurrency investment with a company I’ll refer to as C. Mr S registered his... (4 pages)View decision -
Decision Reference DRN-5366147
2 Apr 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5366147 The complaint Miss N says Motability Operations Limited (Motability) were unreasonable to terminate her hire agreement and to tell her she was ineligible to take out a new agreement for four years. What happened Miss N hired a car through an agreement with Motability. While ... (2 pages)View decision -
Decision Reference DRN-5449337
1 Apr 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5449337 The complaint Mr C complains about AmTrust Specialty Limited’s handling of a property insurance claim on a property he rents out. What happened Mr C owns a property he rents to a tenant. The property is insured with Amtrust. In early Spring 2024, Mr C contacted Amtrust to ma... (4 pages)View decision -
Decision Reference DRN-5403385
1 Apr 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5403385 The complaint Mr O has complained that AMERICAN EXPRESS SERVICES EUROPE LIMITED (‘Amex’) didn’t transfer his Avios points to his BA account. What happened Mr O’s points, accrued from his Amex credit card account, weren’t transferring over to his BA Executive Club Account. Am... (1 page)View decision -
Decision Reference DRN-5402947
1 Apr 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5402947 The complaint Mr W complains that Vanquis Bank Limited was irresponsible in its lending to him. He wants all interest and charges he has paid refunded along with statutory interest. Mr W is represented by a third party but for ease of reference I have referred to Mr W throug... (4 pages)View decision
